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Case View can include many case history details

In most organizations the Support Manager is often a player-coach with responsibility for Cases as well as overall responsibility for retiring all the cases for the Support Team

Fine tuning the Case view can make the view a dynamic tool in the case management process.

  • Use Case Status color coding to focus on the most urgent cases
  • Set flags in the Escalation Rules to quickly see the escalation history
  • Use the Lasted Touched field to determine who lasted updated the Case: Client or Agent
  • Create a User Group and setup access sharing to provide a by-User ad-hoc search capability
  • Sort the view by any column heading in italics

Video Link See a short screen capture where the Case View has been tuned.

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