Case tagging
You can use tags to classify, manage, and report on tagged cases in a preferred way. Using tags promotes flexibility and collaborative case management.
For example, in a financial application, you can create the tags premium and loan to flag cases related to specific types of accounts, or tags to flag specific types of issues, for example, customer_satisfaction.
At run time, you can tag cases by using existing tags or by adding new tags. You can
tag a case regardless of the current case status. For more information, see Adding tags to cases at run time.
You can gather relevant information faster by filtering tagged cases in several
ways, for example, by recently added, recently viewed, or most frequently used tags. For
more information, see Filtering tagged cases.
- Enabling case tags
By enabling users to tag cases at run time, you speed up case search. When users use tags to filter cases, they retrieve relevant information faster.
- Adding tags to cases at run time
Find relevant information faster and enhance collaboration on cases by associating tags with cases.
- Filtering tagged cases
Use tags to search, access, and report on cases faster. You can filter tagged cases in several ways, for example, by viewing only the recently added or most frequently used tags. To find specific information, you can also create specific tags and then search cases with those tags.
- Creating suggested tags for cases
Improve case search and ensure that users apply consistent tagging by creating suggested tags. When users apply consistent tagging in cases, they obtain information that they need faster. By defining sets of suggested tags you shorten case processing time as users can select tags from a list when they tag a case instead of typing tags manually.
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