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.
In the navigation pane of
App Studio, click Case types, and then click the case type that
you want to open.
Click the Settings tab, and then, in the navigation pane, click
Collaboration.
In the Tags section, in the Configure tags
field, enter a tag that you want to create as a suggested tag, and then click
Add.
Note: Tags cannot contain spaces and are limited to 64 characters.
Tags can use
underscores, so a tag with multiple words can be written as
customer_satisfaction.
For example: The following figure shows tags that are now in the list of suggested tags for
every case in a given case type:Suggested tags for a case type
Optional: To remove a tag from the list of default tags associated with a case type, click
Remove next to the tag.
Click Save.
Result: At run time, when users tag a case, they can select the
suggested tags, instead of entering tags manually:A case with a list of suggested tags
