Create a configuration for case type single-select

Create a configuration for the single-select version of the case type selector and define the fields and values that the system uses to auto-populate the Case form.

Before you begin

Role required: admin

About this task

In CSM Configurable Workspace, there are three versions of the case type selector available to agents when creating cases of a specific type.

• With the multi-select version, the agent selects a case type and optionally selects a category and subtype to narrow the available choices before creating a case. This is the default functionality.
• With the single-select version, the agent selects a case type and creates a case. The system populates some of the fields on the Case form with values that have been predefined in the selection configuration.
• With the Product Service Select version, the agent selects a product and a service to create a case. For more information, see Product Service select version of the case type selector.

To use the single-select version, follow the procedure below to configure one or more selections that are available to agents when creating a case. You must also enable the case type single select property.

Procedure

1. Navigate to All > Customer Service > Case Types > Manage Case Types.
2. Select a case type.
3. In the Case Type Selections related list, click New.
4. In the Name field, enter a descriptive name for the case type selection.
   This is the name that agents see in the Case Type field on the Select Case Type pop-up window.
5. In the Default case type field values fields, select the desired fields and the corresponding values.
   The system uses this field and value configuration to auto-populate those fields on the Case form when an agent creates a case of this type.
6. Click Submit.
   The system saves the configuration in the Service Definition (sn_case_type_selection) table and adds it to the Case Type Selections related list.