Customize Your Care Settings
Before you start using the Care module, we recommend that you customize views, filters, and fields to manage escalations effectively and in line with your product lineup, policies, etc.
This article is for Care Supervisors.
Create case views
A view is a set of conditions that help you organize messages and individual cases. You can control visibility, agents' assignments, and filters to create specific rules.
For agents, views work as their Care inbox filter as they only see the cases that are assigned to them or their user group (depending on your settings).
For example, you can create a view that displays escalations from a specific world region about a specific product from Facebook and Twitter to an agent who lives in the convenient time zone.
Views are organized in a list that displays the view’s name, status (ON/OFF), assigned users, and the last editor.
To create a view:
In your Emplifi screen, click the Settings icon.
Click Care, then click Views.
Click + Create view.
A settings panel slides out.
In the Name & Visibility tab, enter the name and the description of the view.
You can also customize the color and the icon.
Use the Visibility section to determine, which agent or supervisors can see the cases in this view. You can also use the Global option.
Click the Sort & Filters tab.
Specify your sorting preferences and set up your filters.
Filters are described in the next sections (Standard filters and Customize case fields).
Click Create to finish setting up the view.
Your new view appears in the list of views.
To activate the new view, toggle the switch in the Status column.
Edit and delete a view
To edit an existing view, simply click the name and the setting panel slides out.
To delete a view, hover the cursor over the right hand corner of the view’s name field - a trash can icon appears.
Care comes with multiple standard filters that you can use after you create a new view.
The following standard filters are available:
Each filter can be used with the is or is not function.
The relationship between multiple filters is AND.
Enter the keywords Care should search in the messages.
Use logical operators to expand or narrow down your search.
Logical operators work only if they are in UPPERCASE.
AND → conjunction
OR → disjunction
NOT or - (dash) → negation
quotation marks (“search term”) → exact match
Parentheses → specify the order of your search terms
Examples of effective text search:
apple NOT macintosh
(((white OR red) AND wine) OR cheese) AND "made in Italy" NOT "made in France"
Select the desired profile or profiles. You can view the profiles by social network to find them faster.
Select the social media platform(s) to use in the view.
Ensure that you select the platform(s) that matches your selection in the Profile filter.
Example: If you select a LinkedIn profile in the Profile filter AND then choose Twitter as a platform, the created view displays zero cases.
Displays only the cases that are assigned/not assigned to the selected users.
Depends on the is/is not logic.
As a Supervisor, you can combine the Case Status filter with the User filter to quickly review the workload and progress of individual agents.
Customize case fields
While in the Sort & Filters tab, you can specify filters to sort out your escalated cases. Care comes with multiple standard filters but you can easily add new filters in the Case Fields option.
Case fields allow you to define cases in a way that matches, for example, your specific product lines, social media outlet, priority, or region. The fields that you define will be available on the Care home screen where you assign the case to an agent.
Fields are organized in a list that displays field name, status (ON/OFF), field type, and the last editor.
To create a field:
In your Emplifi screen, click the Settings icon.
Click Care, then click Case fields.
Click + Create field.
The settings panel slides out.
Enter the details and define the Field type. For example:
You can determine whether the field is mandatory or not. Unless a mandatory field is filled in, the ticket cannot be closed (moved to Done).
Scroll down for a comprehensive overview of field types.
Your new field appears in the Case Fields list.
To activate the new Field, toggle the switch in the Status column.
When activated, your new field will be available in the Case details.
Edit a field
To edit an existing field, simply click the name and the setting panel slides out.
There are five field types available:
Allows agents to select one of the options that the supervisor specified.
Allows agents to select multiple options from the supervisor specified.
Agents can type in any text or a number.
Agents can enter any number.
The field accepts any single date (past or future). Date ranges are not allowed.
You cannot delete a field.
If a field is used in a view, you cannot deactivate it.
To avoid reporting and sorting inconsistencies, you cannot change the type of the field.
Example, you cannot change Number to Multi-select.
To prevent further inconsistencies, you cannot remove an option from Single-select and Multi-select field types as they can be used in a case.