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

Procedure

  1. On the Case Workbench page, click a case. The case details page is displayed.

    Figure 1 Case details page

  2. (Optional) On the right of the case details page, view customer information and historical cases associated with the customer, or evaluate the case.
  3. You can perform the following operations on the case:

    • : Follow an important or urgent case.
    • : Send an email or SMS notification to urge the case owner to handle a case that is about to expire. The prerequisite is that case reminder notification has been configured. For details, see Configuring Case Reminder Notification.
    • : Upgrade the case level. After the upgrade, an upgrade flag is added to the case title.
    • : Suspend a case that does not need to be handled temporarily.
    • : Transfer the case to change the case owner.
    • : Cancel the case.
    • : Close the case.
    • : Restart the case.
    • Comment on the Case Track tab page: Add comments when you handle the case.
    • Add Attachment: Add supplementary information for the case, for example, fault screenshots provided by the customer. The total size of attachments cannot exceed 5 MB, and the number of attachments cannot exceed 5. JPG, PNG, PDF, JPEG, GIF, DOC, and DOCX attachments are supported.
    • Create on the Case Task tab page: Create a task and trace the handling when the case needs to be handled based on department collaboration.
      Figure 2 Create task

      Multiple tasks can be created for a case.

    • Associated Case tab page: View associated cases after merging cases. For details about how to merge cases, see Merging Cases.
    • Internal Record tab page: Only the case owner and tenant administrator have the permission to perform operations on this tab page. An internal record can contain a maximum of 20,000 characters. If an image needs to be added, click Add Attachment to upload it.
      Figure 3 Internal Record
    • InteractionId field: View contact records. Only contact records generated in the last seven days can be viewed. If the case is created on the voice and video workbench, a contact record ID is generated and displayed in the Case Information area. Click an ID in blue to go to the contact record details page.
      Figure 4 InteractionId

Parent topic: Case Handling