Hey @KajaP -
You could probably do this, however, not in an easy way. You could modify the checklist through the UI Builder application. Unfortunately, the variant itself is Read-Only. You would have to duplicate the variant and then point to your new one to be used from the Agent Workspace.
If you were to do this, you would need to navigate to the Checklist variant and could probably create a Client Script to do some highlighting, etc. To get to the UI Builder and navigate to the check this area, you can get there in a number of ways, but this is how I do it sometimes:
Once the application loads, look for CASE under Record and click into that
Then within the left-hand Content scroll down until you see Contextual Sidebar and click on it
Now on the right-hand side, look at the Tabs portion and scroll down until you see Checklist default and click on the icon to open it up
Give the new page a second to load everything. Then see Checklist default and click the link part to open that
This is where you would modify, but again unfortunately, it is protected by a read-only policy from SN. You do have the open to Duplicate the Variant which will allow you to modify as you see fit.
Client Script can be created below
And I am thinking you could create a client script to monitor the checklist to fit your needs.
Hope this helps you in some way - to possibly give this a try in a PDI or something to see if it could work.
Thanks,
-Rob
