Configure general case type settings, such as customizing a case icon or changing a case ID format, to adjust cases to your unique business needs.

• Customizing the case icon

  Customize the icon for each case type in your application to help users identify cases more quickly.

• Changing the case ID format

  Change the case ID format to help case workers distinguish between instances of different case types. Custom case IDs can help users save time and simplify the organization of work by improving readability. For example, case IDs of the type Loan Request start with the prefix LORE-, and case IDs of the type New Account start with the prefix NACC-.

• Tracking case workers based on geolocation data

  Record the location of users who work on specific assignments by enabling location tracking for case types. For example, enable location tracking in tasks for service employees in the field so that dispatchers can more effectively assign work to the employees based on their current location.

• Creating temporary cases

  To resolve unique cases that you do not intend to persist, and to save database resources, create a temporary case. For example, you can create a temporary case that tracks the delivery status of a package. This case is useful when customers want to know when their package arrives, but after the customer receives the package, you do not need to persist the case.