Use Standard Care Settings

Care module offers a wide range of customizable option but you can start using it out of the box after you define the Set up Care Roles - Agent and Supervisor.

To learn how to modify the views to suit your use cases and customize other aspects of the Care module, see Customize Your Care Settings.

Default views

When you first open the Care module, you can work with the following default views:

• Inbox
  sorted by oldest to newest (case creation)

• New cases
  sorted by oldest to newest
 (case creation)

• My open
  sorted by newest to oldest
 (time of the last customer message)

• My pending
  sorted by oldest to newest (time of the last customer message)

• 
My on hold
  sorted by newest to oldest
 (time of the last customer message)

• Done
  sorted by newest to oldest
 (case creation)

• My mentions
  sorted newest to oldest (time of the internal note where you were tagged)

• Spam
  sorted by newest to oldest
 (case creation)

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.

Visibility scope

Depending on your screen resolution, the menu displays either as drop down panel (click Inbox) or as fixed vertical panel next to Emplifi modules menu.

The following table displays default visibility scope for individual views and Care roles: