Enable the case type single select property

Enable the case type single select property so that customer service agents can use the case type single select version of the case type selector and create cases of a specific type with one click.

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, enable the sn_csm_case_types.case_type_single_field_select property. You must also create a configuration.

Procedure

1. Navigate to sys_properties.list.
2. Click the sn_csm_case_types.case_type_single_field_select property in the Name field.
3. Set the Value to true.
4. Click Update.