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. In the Case Content Template Information area, set Content Template Name and Associated Case Template, and click Save.
   Figure 2 Case Content Template Information area
   

   Table 1 Parameters in the Case Content Template Information area

   Parameter	Description
   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. Click Edit. On the editing page, enter case template information.
   Figure 3 Edit button
   
   Figure 4 Case Template Info area
   

   Table 2 Parameters in the Case Template Info area

   Parameter	Description
   Title	Case title. The value can contain a maximum of 128 characters.
   Content Description	Case content description.
   Priority	Low Medium High Critical
   Source	Voice Whatsapp webchat Email
   Deadline	Case deadline.
   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.
   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	The options are all employees in the tenant space. If you select Claim, the owner is the case creator by default.