Advanced Features

Configure the Case Portal to your needs

This section allows you to configure some of the more advanced, optional features of the Case Portal such as showing a Custom Tab or notifications in the navigation bar.

NOTE: Initially all settings are set to Off/Hide and must be switched on to show in the Case Portal. Once the settings have been configured, click Update Settings to apply the changes. This page can be revisited at any time to change the settings.

Other Settings: 

• Show Portal Notifications in Portal: Configure the Portal to show a Notification Bell with details of Case Updates. Changing this setting to On, creates some additional Custom Fields on your database and requires some manual configuration. See here for more information.
• Hide Default Fields on Raise New Case Screen?: The Case Portal shows a Summary and Description field by default in the Raise New Case screen. If your database uses other fields, turn this setting On to hide the default fields and configure your own fields under the Field Mappings tab.

Product Area Questions:

• Show Product Area Questions: Show a set of useful questions beside a field when a given Product Area is chosen to guide the portal user in what information to provide when raising a new Case.
• Which Field Stores the Product Area?: Select which field within the Workbooks Case record is used for storing the Product Area. NOTE: Requires a field mapping for the selected field to be created under the Field Mapping tab. Only Picklists are supported – Dynamic Picklists and Dynamic Linked Items will not work here for the time being.
• Show Questions Next To Field: Within the Case Portal, decide where to NOTE: Requires a field mapping to be created for the selected field under the Field Mapping tab.

Show Custom Tab: Show an additional tab within the Case Portal of Cases that are of a different type by creating a report of those records which can then be displayed in the Portal as a read-only view. For example, you may wish to configure a view of chargeable cases that the customer has open with you. Set to Hide by default. If switching to Show, you must also configure the additional settings below:

• Custom Tab Title: This text will be shown in the navigation bar next to the Open Cases / Closed Cases / Raise New Case options. In the scenario given, you might set it to “Open Projects”
• Custom Tab – All Records Info Text: This is the help text that is shown above the table of Cases, providing information to the customer about what records they are looking at in the view
• Custom Tab – Individual Record Help Text: When the user clicks into a record from this view, there will be some help text at the top of the screen.
• Custom Tab – No Files Help Text: If you have set the Show Case Files tab to Show, then set some help text which will be shown to the user if there are no files available for the record they are viewing
• Custom Tab – Show Case Resolution: Choose to show or hide the Case Resolution tab, driven from the Resolution field on Cases
• Custom Tab – Show Case History: Choose to show or hide the Case History tab (as per the Open/Closed Cases view, this will show emails where the primary contact is in the to, cc or bcc of an email. It will also show the “Public” Activities related to the Case
• Custom Tab – Show Case Description: Choose to show or hide the Case Description tab, driven from the Description field on Cases
• Custom Tab – Show Case Files: Choose to show or hide the Case Files tab (as per the Open/Closed Cases view, this will show the files uploaded against “Public” Activities related to the Case, or under the “Files” tab of a Case record.
• Custom Tab – Default View: Once you have decided which information you wish to display for these types of records, decide what the default view will be when a user first opens a record of this type
• Custom Tab – Show Case Actions: Decide whether you would like the portal user to be able to update/close this type of Case. In the “Open Projects” example, you’d probably want to set this to “Hide” so that these types of Cases are read-only
• Custom Tab – Report: Choose which report will drive the custom tab view of Cases
• Custom Tab – Show Columns: Choose which columns from the report will be display in the table. The columns shown can be sorted and searched on within the custom tab view