Case Content Template

Prerequisites

• The Case 2.0 feature has been enabled for the tenant space.
• You have the Case Configuration permission.
• An enabled case template is available.

Procedure

1. Sign in to the AICC and choose Configuration Center > Case Configuration 2.0 > Case Configuration > Case Template Content.
   Figure 1 Case Template Content page
   

2. Click Create. On the Case Content Template Information page, set Organization, Content Template Name, and Associated Case Template, and click Next.
   Figure 2 Case Content Template Information page
   

   Table 1 GUI elements on the Case Content Template Information page

   Parameter	Description
   Organization	After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, use either of the following methods to configure the OU data scope based on site requirements: For accounts without the View All Organization Data permission under System Public Permissions configured: If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessable Organizations configured on the Employee Info or Organization Unit page can be selected. NOTE: If accessible OUs are configured on the Employee Info or Organization Unit page, the accessible OU configuration permission on the Employee Info page is used. If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the OU (excluding sub-OUs) to which the current business account belongs can be viewed. If the View Lower-Level Organization Data permission under System Public Permissions is configured, the sub-OUs of the OU to which the current business account belongs can be viewed. For accounts with the View All Organization Data permission under System Public Permissions configured, all OUs can be selected. The number of OUs that can be selected is specified by the value of the system-level parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page. After the tenant parameter is set to No, all OUs can be selected.
   Content Template Name	Mandatory.
   Associated Case Template	Select a value from the drop-down list. The options are case templates on the Case Configuration > Case Template page. For details about how to create a case template, see Case Template.

3. Configure the case template information by referring to Table 2.
   Figure 3 Case Template Info area
   

   Table 2 Parameters on the Case Template Info page

   Parameter	Description
   Case Title	Case title. The value can contain a maximum of 128 characters.
   Case Description	Case content description.
   Deadline	Case deadline.
   Priority	Low Medium High Critical
   Source	Voice Web Whatsapp Email WeChat Facebook X (Twitter) LINE SMS Others
   Associated Customer	The options are customers in the customer center. You can sign in to the AICC as a tenant administrator and choose Customer Center > Customer Center Management to view customers. For details, see Managing the Customer Center. You can directly create a customer. For details, see Creating a Customer.
   Direct Reply	This switch is turned off by default. After this switch is turned on, the Assignment Mode, Owner Type, and Owner fields are hidden. The default value of the Assignment Mode field is Manual, the default value of the Owner Type field is Agent, and the default value of the Owner field is the current user.
   Assignment Mode	If this parameter is set to Manual, you can assign the case to a skill queue or an agent. If this parameter is set to Auto, the case will be assigned based on the case assignment rule on the Case Configuration > Case Assignment Rule page. For details, see Case Assignment Rule.
   Owner Type	If this parameter is set to Case Queue, the case will be assigned to a group. If this parameter is set to Agent, the case will be assigned to an employee.
   Owner	Select an owner or a case queue.