Create a case digest document template
Create a template to use for generating case action summaries or post case review documents.
Before you begin
Role required: admin
Before creating a document template for case digests (used in Case Action Summaries and Post Case Reviews), ensure that the required plugins are active in your instance.
- Case Digests (
com.sn_csm_case_digest) - Outsourced for customer service (
com.sn_csm_outsource)
Note: If the plugin is not active, contact your system administrator to activate it. The navigation menus and options described in this topic does not appear until the required plugins are active.
About this task
Document templates identify the information to be included in case action summaries and post case review documents. Create a document template to select, organize, and format the content included in the generated documents. You can create a template or modify an existing template. Two document templates, CAS Template and PCR Template, are included with the Case Digests plugin.
Procedure
Navigate to All > Case Digest > Administration > Document Templates.
Select New to create a template.
You can also modify an existing template by selecting the template name and opening the template form.
Fill in the following fields on the CS Document Template form.
| Field | Description |
|---|---|
| Name | The template name. |
| Table Name | The table that contains the fields to include in the document template.- Case Action Summary \[sn\_csm\_case\_digest\_cas\] - Post Case Review \[sn\_csm\_case\_digest\_pcr\] |
| Category | Select or create a category to organize your templates. |
| Header Image | Select to add an image file to use in the document header. |
| Footer Text | Text to include in the document footer. |
| Header Position | The position of the image within the header:- Left align - Center align - Right align |
| Body | The content to include in the generated case action summary or post case review document. Add content by selecting fields from the table identified in the Table Name field. Selected fields are added to the text editor. |
| Internal content | The content in the case action summary that is for internal users only. This field is available if the Case Action Summary table is selected in the Table name field. |
Select Submit or Update.
After creating the case digest template:
Navigate to > All > Case Digest > Administration > Configuration.
Open an existing configuration or create new and select the template you created.
Select the template that you created in the Document Template field.
Select Save to save the record.
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