Managing cases in the Cases console
As a case agent, manage cases efficiently by using the case console. It gives a holistic view of cases and you can save time and effort by using various functionalities in the case console to perform multiple actions on cases.
On the case console, you can view case statistics, search cases based on preset filters or case statistics, perform certain quick actions like sending an email, updating the status, and adding a note without opening each case record.
The Needs Attention flag is displayed for cases that has updates from the requester or other agents who have access to the case. You can also manually flag cases that you need to follow-up or take action later. It is easy to prioritize your work by checking the cases that have the Needs Attention flag without checking all cases.
The following image shows the functionalities in the case console:
Item | Description | Instruction |
|---|---|
1 | Filter the listed cases by entering or selecting values in the available filters. For example, to view high priority cases assigned to Allen Allbrook, in the Filter > Available list, select High from the Priority list, enter Allen Allbrook in the Assignee field, and click Apply filters. Use the preset filters that are available out-of-the-box for cases to narrow down your search. Learn more about using preset filters to search cases in Using-out-of-the-box-filter-presets-to-search-records. |
2 | Filter criteria applied to cases in the grid. By default, My Open Cases filter is applied to cases in the grid. |
3 | Case statistics displays the number of open cases assigned to you, unassigned cases, critical cases, cases that need attention, SLA breached cases, and cases that you have added to watchlist.
Filter the cases in the grid by clicking the case statistics. |
4 | Export all the cases displayed in the grid to .csv format. |
5 | Search for a case by entering the keywords or case ID. |
6 | Select the line of business for which you want to view cases. If you have access to a single line of business, the line of business is selected by default. The IT line of business is available if it is configured in your environment and if you have the required permissions. |
7 | Refresh the cases in the grid. |
8 | Modify the visible columns, such as Case Site, Category Tiers, Source, and External Ticket ID in the grid. |
9 | Perform row-level actions for a case, such as sending an email, assigning the case to me, adding a note, updating status, flagging, or unflagging.
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10 | Displays the Needs Attention flag for cases that have updates from the requester or other case agents who have access to the case. For example, when a requester adds a note to the case, the case is automatically flagged. You can also manually flag cases that you need to work on priority basis. After you have viewed the updates and completed the work on the case, you can unflag it by using the row-level action. Filter the flagged cases in the grid by clicking the Needs attention statistics. To filter cases that are not flagged, in the Filter > Available > Needs Attention filter, select [Blank] instead of False. |
To perform bulk action on cases
You can perform certain actions on multiple cases, such as Change Assignment, Add to Watchlist, Flag, and Unflag. You can flag or unflag cases to which your support group has access.
- In the Cases console, select multiple cases for which you want to perform bulk actions.
- Perform one of the following actions on the selected cases:
- Change Assignment—Change the assigned group and assignee for the selected cases.
- Add to Watchlist—Add cases to your watchlist to monitor the changes made to the cases.
- Unflag—Unflag cases after you have viewed the updates and completed the work or when you no longer want it flagged.
- Flag—Flag cases that you need to follow-up or take action later.