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

Prerequisites

  • You have the Case Configuration permission. For details about how to assign permissions, see Case Role and User Role.
  • The case 2.0 feature has been enabled for the tenant space.
  • Case Status
    You can customize case statuses on the Case Status page during case handling.
  • Customized Case Field
    An enterprise can flexibly set fields based on the business scenario.
  • 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.
  • Case Content Template
  • Case Type
    To differentiate businesses, you can classify cases into different types, such as complaint or consultation cases. Different types of cases can be associated with different statuses to meet business requirements.
  • Case Assignment Rule
    When creating a case, you can choose to automatically assign the case to an owner. The automatic assignment will be performed based on the automatic assignment rule set on the platform. Only one automatic assignment rule can take effect under a tenant.
  • Case SLA Rule
  • Case Reminder
  • Case Role
  • Case Queue
  • User Role
Parent topic: Administrator Guide