Customize Your Care Settings

This article is for the users who have an account role with the “Supervisor” level of access to Care (that is, for Account Admins and the users who have a custom account role with the “Supervisor” permission in Care; see Account Roles).

By default, Care offers a set of predefined views and options (see Use Standard Care Settings). However, before you start using the Care module, we recommend that you customize the default setup to manage escalations effectively and in line with your product lineup and policies.

Create case views

A case view is a set of conditions that help you organize messages and individual cases. You can control visibility, agents' assignments, and filters to sort out your escalated cases.

For agents, views work as their Care inbox filters 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.

You can organize the case views into groups (see “Organize case views into view groups” further in this article).

Create a case view

Steps:

1. Go to Settings -> Care -> Views.

2. Click +Create view.
   The new view panel slides out.

3. Enter the name of the view.

4. (Optional) Set up various properties of the view (if you do not want to do it now, you can always do it later):

   1. Customize the color and the icon that the view will be marked with in Care.

   2. Add the description for the view.

   3. Click the Groups dropdown, select one or more view groups to include the view in, and click Apply.
      For more information about view groups, see “Organize case views into view groups” further in this article.

5. In the Visibility section, specify who should be able to view the cases in the view (anyone with access to Care or only specific users).

   

6. Click Next step.

7. Specify how the cases should be sorted in the view.
   Sorting from the oldest to the newest is the default.
   When later using the view in Care, Care users can temporarily change the sorting of the cases in the view or apply additional filters to adjust the view to their individual needs (see “Change the sorting in a view or apply additional filters“ further in this article).

8. (Optional) Set up filters for the view.
   The available filters are described further in this article.

9. Once done, click Create.
   The view is created and appears in the list of the views. The view is disabled by default and is not visible in Care.

10. To enable the view and make it visible in Care, toggle the switch in the Status column to ON.
    The view is enabled and visible in Care.

Organize case views into view groups

As you create more views, you may need to organize them into groups. This allows you to create a clear hierarchy of case views in the left panel, and helps you and other Care users quickly locate the views that they need preventing them from wasting time scrolling through multiple views and getting frustrated.

You can organize views into groups by any criteria: groups for specific Care agents, groups related to a specific geographic region, social media platform, or a profile, and so on.

A view can be included in multiple view groups and does not have to be included in any view group at all. The views that are not assigned to any view group are listed under the view groups.

A view group is visible in Care only when it is enabled and it includes at least one enabled case view.

• Care supervisors can see:

  • All the enabled view groups (provided that at least one view is enabled in a group)

  • The enabled views inside each of the groups

  • The enabled views without a group assigned

• Care agents can see:

  • The enabled view groups that contain views shared with them (provided that at least one shared view is enabled in a group)

  • The enabled views shared with them without a group assigned

Steps:

1. Go to Settings -> Care -> Views.

2. Click +Create group.
   The new view group panel slides out.

3. Enter the name of the group.

4. Click the Assigned views dropdown, select one or more views to include in the group, and click Apply.
   You can skip this step and add the views later. However, a view group that does not include any enabled views is not shown in Care.

   

5. Once done, click Create group.
   The view group is created and appears in the list of the view groups. The view group is enabled by default and is visible in Care.

To disable the view group and make it invisible in Care, toggle the switch in the Status column to OFF.

Change the sorting in a view or apply additional filters

When using a view in Care, Care users can temporarily change the sorting of the cases in the view and apply additional filters to adjust the view to their individual needs.

The sorting and the filters that you set up in a view are preserved while you are working in the view. Switching to a different view will reset the sorting to the default one and will clear the filters that you applied.

• To change the sorting of the cases, click the sort button next to the search field:

  

  You can sort the cases in a view by the following criteria:

  • By the time a case was created (oldest/newest)

  • By the time the last message was posted to a case (oldest/newest)

  • By the time left until the SLA policy assigned to a case will be breached (shortest/longest)

  • By the priority of a case (highest/lowest)
    

• To apply additional filters, click the filter button inside the search field:

  

  In the dialog that pops up, set up the filters, and click Filter.

Available view filters

Care comes with multiple standard filters that you can use after you create a new view.

Case properties

The following case properties are available as filters:

• Message text

• Profile

• Platform

• Assigned users

• Case status

• Language

• Sentiment

Each filter can be used with the is or is not function.

The relationship between multiple filters is AND.

Message text

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:

• national geographic

• apple NOT macintosh

• (((white OR red) AND wine) OR cheese) AND "made in Italy" NOT "made in France"

Profile

Select the desired profile or profiles. You can view the profiles by social network to find them faster.

Platform

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.

Assigned users

Displays only the cases that are assigned/not assigned to the selected users.

Depends on the is/is not logic.

Case status

As a Supervisor, you can combine the Case Status filter with the User filter to quickly review the workload and progress of individual agents.

Language

Select the language of the case to use in the view.

Sentiment

Select the sentiment (positive/negative/neutral/no sentiment) that was assigned to the case.

SLA

The following SLA-related properties are available as filters:

• Priority

• SLA milestone breach

For more information about SLA (service-level agreement), see Set Up a Service-level Agreement (SLA) in Care.

Priority

Select the priority of the case to use in the view.

SLA milestone breach

Select the SLA policy milestone that was breached in the case.

Case fields

Select a case field from the list of available fields.

The case fields are described further in this article.

Delete a case view

Deleting a view does not delete the view groups that the view is included in.

Steps:

1. Go to Settings -> Care -> Views.

2. Hover over the case view that you want to delete, and click the trash can icon that appears.

   

3. Confirm the deletion.
   The view is deleted.

Delete a view group

Deleting a view group does not delete the views that the view group includes.

Steps:

1. Go to Settings -> Care -> Views.

2. Click the Views groups tab.

3. Hover over the view group that you want to delete, and click the trash can icon that appears.

   

4. Confirm the deletion.
   The view group is deleted.

Create case fields

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. You can also use the case fields to filter Care views.

A case field can be of the following types:

• Single-select
  Allows agents to select only one option from the options that the supervisor specified.

• Multi-select
  Allows agents to select multiple options from the supervisor specified.

• Text
  Agents can type in any text or a number.

• Number
  Agents can enter any number.

• Date
  The field accepts any single date (past or future). Date ranges are not allowed.

Create a case field

Steps:

1. Go to Settings -> Care -> Case fields.

2. Click + Create field.
   The settings panel slides out.

   

3. Enter the name of the case field.

4. (Optional) Add the description for the case field.

5. Specify whether the case field is mandatory.
   You cannot mark a case as done if a mandatory case field is not filled in.

6. Select the type of the case field.

7. If you selected Single-select or Multi-select, provide available values that a Care user can set the case field to.

8. Once done, click Create.

   

   The case field is created and is automatically placed at the end of the list of the existing case fields. The field status is set to OFF (the field is disabled).

9. To enable the new field, toggle the switch in the Status column to ON.
   The case field is enabled and appears on the case property panel in Care.

   

10. (Optional) Move the case field within the list to make the case fields appear in the right location on the case property panel (see “Reorder the case fields” further in this article).

Reorder the case fields

The enabled case fields appear on the case property panel in the order in which the case fields are listed on the Case fields page.

A newly created case field is automatically placed at the end of the list of the existing fields on the Case Fields page. As you create more case fields, make sure that their order is according to your business requirements and is exactly as you want the case fields to appear on the case property panel in Care.

Steps:

1. Go to Settings -> Care -> Case fields.

2. Locate the case field that you want to move to a different position.

3. Hover over the number of the case field, then drag and drop the field to the new position.

   

   The case field is moved to the new position in the list.

4. Keep moving the case fields within the list until the order is according to your business requirements.

Edit a case field

To edit a case field, click its name in the list and update the field details.

• To avoid reporting and sorting inconsistencies, you cannot change the type of the field (for example, from “Number” to “Multi-select”).

• To prevent further inconsistencies, you cannot remove an option from single-select and multi-select case fields as they can be used in a case.

Delete a case field

To delete a case field, hover over the field and click the trash can icon that appears.

You cannot delete a case field that is used as a filter in a view.

Adjust the length of the grace period for reopening closed cases

When you mark a case as done, the case enters a grace period during which it is considered closed. If a customer posts a new message (comment, wall post) during the grace period, the case automatically reopens. For more information, see Manage Community Escalations with Care.

By default, the grace period is five days. You can adjust the length of this period based on your business requirements.

Steps:

1. Go to Settings -> Care -> Workflows.

2. In the Close cases after… section, adjust the length of the grace period as you need.

   

3. Click Save.
   The new length of the grace period is saved.

Automatically update Care users' status

By default, Care does not update a Care user’s status from “Online” to “Away” or “Offline” due to their inactivity. Their status remains “Online” until they manually change it. For more information about the status, see Control Your Online Presence and Status in Care.

You can configure Care to switch a Care user’s status automatically to “Away” or “Offline” after a predefined inactivity period. This can help you avoid assigning cases to Care users that are not currently available.

You can set up inactivity periods for both “Away” and “Offline” or choose to use only one of them (for example, you may want to switch a Care user from “Online” right to “Offline” and not to switch to “Away” at all).

If you set up inactivity periods for both “Away” and “Offline”, be aware that their inactivity periods start at the same time. This means that if you set the inactivity period for switching to “Away” to 10 minutes, you must set the inactivity period for switching to “Offline” to a value greater than 10 minutes.

Example: You set the inactivity period for switching to “Away” to 10 minutes and the inactivity period for switching to “Offline” to 30 minutes. A Care user’s status will be switched from “Online” to “Away” after 10 minutes of inactivity. It will be switched from “Away” to “Offline” 20 minutes after it was switched to “Away” (or after 30 minutes of inactivity in total).

Steps:

1. Go to Settings -> Care -> Workflows.

2. Toggle the switch next to the Automated status switch option to ON.
   The option for setting up the inactivity period for switching to “Away” appears.

   

3. Set up the inactivity period for switching a Care user’s status to “Away”.

4. If you want to add an inactivity period for switching a Care’s user to “Offline”, click the plus icon.

   

5. Set up the inactivity period for switching a Care user’s activity to “Offline”.

6. Click Save.
   The automated switch is enabled.