Case Type form

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 3분

    • Use the Case Type form to manage the settings for a case type.

    To access a Case Type form, navigate to Customer Service > Case Types > Manage Case Types and select a case type from the list.

    표 1. Customer Service Case Type form fields
    Field Definition
    Table The table for the case type that extends the Case table (sn_customerservice_case).
    Category An optional category for a case type. When creating cases, customer service agents can filter the available case types by category in the Select Case Type popup window.
    The Customer Service Case Types plugin (com.snc.csm_case_types) includes the following categories:
    • Onboarding
    • Complaint
    • Orders
    • General
    Subtype An optional sub-category for a case type. When creating cases, customer service agents can filter the available case types by category and then by subtype in the Select Case Type popup window.
    The Subtype field displays fields from the selected Table that are of the following type:
    • Choice list
    • Reference
    Short description A brief description of the case type.

    Related links

    The Case Type form includes the following related links:
    • View Case Type Configuration: View the current configuration for this case type table.
    • Launch Guided Setup for Case Types: Go to the Case Types setup tasks in Customer Service Guided Setup.
    • Launch Guided Setup for AWA: Go to the Advanced Work Assignment (AWA) setup tasks in Agent Workspace Guided Setup.
    • Launch Guided Setup for Agent Workspace: Go to the Agent Workspace for CSM setup tasks in CSM Guided Setup.

    Related lists

    The Case Type form related lists display items configured for the case type table. Use the related lists to create additional configurations.
    • Record Producers
    • State Flows
    • Special Handling Notes
    • Notification Triggers
    • SLAs
    • Email Templates
    • Quick Messages
    • Reports