Case Information
The Case Information (attached data) view provides information about an interaction—for example, an account number or type of service. Your system administrator configures which attached information is displayed.
Case Information
The following are examples of the type of critical information that the Case Information view provides about the active interaction:
- Contact name
- Contact type
- Call type
- Account information
- Subject
Hyperlinks
Some Case Data might be a URL (website address). If you are configured to preview the URL target, you can place your mouse pointer over the URL to display a preview of the target. You might also be configured to click active URLs in the Case Data to open the target in the interaction window. A URL might be displayed as the title of the web page, as an anchor, or as a URL. If the URL is active, it is displayed as blue text.
Editing Case Information or Adding Missing Fields
You might be configured to edit one or more entries in the case-information area. Any field that can be edited displays a Pencil icon when you place your mouse pointer over it. Click the field to edit the content. Press the Enter key or click away from the field to commit your change.
Sometimes, not all of the case information is available. There might be fields missing. If you are configured to add missing fields, the Add Field (
) button is displayed in the Case Information toolbar. Click Add Field to display a drop-down list of fields. Select a missing field to display the field in the Case Information view. You can edit he added field. Enter the missing Case Information, then press Enter to add the Case Information for the interaction. Click X to remove the field.