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Configuring views for cases

Display relevant information and gather data from users by creating views for cases and associating the views with case types. When you create views, you decide what fields the users see and how they interact with the fields as the case moves towards a resolution.

To save time, you can reuse dynamic views, which are standard forms that your application automatically manages for each case type that you define. By default, the dynamic view displays the fields in the contextual data model during different events, such as case creation and resolution. You can edit a dynamic view to ensure that your case meets your specific business needs. You can reuse the following default dynamic views:

Create
Prompts a user to provide information about a case, before processing the first step in the case life cycle.
Edit
Provides controls for modifying case information at run time. Applications display this view with the Edit details label.
Review
Presents case information to a user in a read-only format. Applications display this view with the Case information label.

To increase flexibility and efficiency of your application, you can create your own custom views, and then associate them with steps in your case type. For example, in your case view, you can include fields that are read-only, such as a case ID, and fields that a user fills out, such as personal details or a phone number.

  • Configuring dynamic views

    You can configure dynamic views that your application displays when users proceed through a case. By changing the default fields in these views, you can customize the forms that users access when they create, update, or review the case.

  • Customizing a user portal in the phone preview

    Customize the look and feel of your application by editing the sections of various pages directly from the phone preview of a user portal.

  • Customizing the case details section

    Improve the usefulness of the case summary pane by adjusting the number of case details to include only necessary fields.

  • Adding action buttons to a case header

    Create shortcuts to frequently performed actions in a case, by adding more action buttons to a case header.

  • Adding buttons to the case action header

    Enhance the case management experience by adding more action buttons to a case action header, to help users perform frequent actions without having to go through a number of menus.

  • Skipping forms to collect information before case processing

    Speed up case creation and provide flexibility for your cases by skipping the Create dynamic view. When you need to capture user input as a part of case processing, you can skip the Create dynamic view. In that scenario, the case enters the first stage immediately, while users provide information during case processing. Then you can create the form to collect information from users to precisely meet your specific needs.

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