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Enabling case tags

Updated on May 11, 2022

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.

Users can filter cases in several ways, for example, by displaying only the recently added or most frequently used tags. To find specific cases, users can also apply precise tags instead of choosing default filters. For more information, see Filtering tagged cases.Note: For applications that you build with the traditional Theme UI-Kit, see Enabling case tags.
Before you begin: Ensure that your application can use Cosmos React UI for landing pages (Theme Cosmos). For more information, see Enabling hybrid mode.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. Click the Settings tab, and then, in the navigation pane, click Collaboration.
  3. In the Tags section, select the Enable tags checkbox.
Result: At run time, users can add tags directly in the case view.What to do next: To improve case search, ensure that users apply consistent tagging by creating suggested tags. For more information, see Creating suggested tags for cases.

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