Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Cases/ Administrator Guide/ Case Configuration/ Case Template
Updated on 2024-10-12 GMT+08:00
View PDF
Share

Case Template

A case template contains the information to be collected from cases and the display format of the information, including the format of the page displayed during case creation, modification, or query. You can define the fields to be displayed in the case template and the layout of the fields.

Prerequisites

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

Procedure

  1. Sign in to the AICC and choose Configuration Center > Case Configuration 2.0 > Case Configuration > Case Template.
  2. Click Create. On the Create page, enter a template name and template description, and click Save.

  3. Click Config corresponding to the new template to access the view page and add content. If a customized field is set as a mandatory field, you must add the customized field to the create view.

    Figure 1 View page

  4. Click to save the content. Click to preview the content.
  5. (Follow-up operation) Turn on the switch on the Enable column corresponding to the new template. After the case template is enabled, it can be referenced by a case content template.
Parent topic: Case Configuration