Create a case digest configuration
Create case digest configurations to handle different types of case review processes.
Before you begin
Role required: admin
About this task
As part of creating a case digest configuration, you can define the specific information from a customer service case that needs to be captured as part of the review. Two configurations are included with the Case Digests plugin:
- CAS Configuration
- PCR Configuration
Procedure
Navigate to All > Case Digest > Administration > Configuration.
Click New to create a new configuration.
You can also modify an existing configuration by clicking the configuration name and opening the configuration form.
Fill in the following fields on the Case Digest Configuration form.
| Field | Description |
|---|---|
| Name | The configuration name. |
| Table name | The table that contains the fields to include in the configuration.- Case Action Summary \[sn\_csm\_case\_digest\_cas\] - Post Case Review \[sn\_csm\_case\_digest\_pcr\] |
| Order | Determine the order for the configuration. When multiple configurations match for a case, the configuration with the lowest order number is used. |
| Document template | Select a template to use when creating a case action summary from the Case Action Summary form or a post case review document from the Post Case Review form. You can select from a list of templates that have been defined for the table selected in the Table name field. |
| Case table | A read-only field that displays the Case \[sn\_customerservice\_case\] table. |
| Approval workflow | If using an optional approval workflow, select the workflow from the Workflow list. |
| Approval flow | If using an optional approval flow, select the flow from the Flows list.This field is displayed when the Post Case Review [sn_csm_case_digest_pcr] table is selected in the Table name field. |
| Case condition | Use the condition builder to select the case conditions to which this configuration applies. |
- Click Submit or Update.