Differentiating case references in Pulse

You can control which icons and descriptions are displayed to users when they reference a case in Pulse. By visually differentiating the choices in the list of suggested cases, you can help users create messages more quickly.

  1. Open the @baseclass-.pyGetMentionsJsonString activity, by searching for it or by using the Records Explorer.
  2. Copy the activity to the class of a case type.
  3. On the Steps tab of the Activity form, expand step 3.
  4. Provide a custom icon for cases, or instances of the case type.
    1. In the PropertiesName column, locate the field that is set to local.MentionedIcon.
    2. In the PropertiesValue field, replace the default value with the location of your custom icon.
  5. Provide a custom description for cases, or instances of the case type.
    1. In the PropertiesName column, locate the field that is set to local.mentionedDetails.
    2. Click the Build an expression icon next to the PropertiesValue field.
      The JSON string that determines the list of suggested cases is displayed.
    3. Find the AdditionalInfo JSON object in the string.
    4. In the call to the @getLocalizedText method, replace the "Case" parameter with your custom description, including quotation marks.
  6. Click Save.
  7. Refresh your browser session.
  8. Optional: Repeat this procedure for each class, or case type, that you need to differentiate.