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New Case
Last updated : 08/06/2020Configure the Case Portal settings
These settings are used throughout the portal to configure how a new Case is created within Workbooks via the Case Portal.
NOTE: Initially all settings are blank and must be configured to use the Case Portal. Once the settings have been configured, click Update Settings on each page to save. This page can be revisited at any time to change the settings.
Assigned To Queues
- Case Creation: When a user creates a new Case via the Portal, it will be assigned to the selected Queue. See here for information regarding Queues in Workbooks. If the Queue you wish to use hasn’t been created yet, navigate to Cases > Manage Queues to create it, then click the refresh icon to select it from the list.
- Case Updates: When a user updates an existing Case via the Portal, an Activity is created against that Case with the update submitted. The Activity will be assigned to the selected Queue. See here for information regarding Queues in Workbooks. If the Queue you wish to use hasn’t been created yet, navigate to Activities > Manage Queues to create it, then click the refresh icon to select it from the list.
Case Settings
- Default Case Status for New Cases: The values here are from the ‘Case Statuses’ picklist. When a new Case is created, control the status value that is used on the newly created record.
- Default Case Status for Case updates: The values here are also from the ‘Case Statuses’ picklist. When a Case is updated via the Portal, control the status that is used to update the Case.
- Default Case Status for Closed Cases: The values here are from the ‘Case Statuses’ picklist. If a customer decides to close a Case via the Portal, this is the status that is used and updated on the Case.
- Default Case Type for New Cases: The values here are also from the ‘Case Types’ picklist. Select a value or leave blank if you do not wish to set this field. This value is mapped to the Case Type field on a Case record.
- Default Case Source: The values here are from the ‘Case Sources’ picklist. This field maps to the Case Source field on a Case record. It is useful for reporting and adoption to see how Cases are entering the queue.