Create a case digest configuration

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Create case digest configurations to handle different types of case review processes.

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    As part of creating a case digest configuration, you can define the specific information from a customer service case that needs to be captured as part of the review. Two configurations are included with the Case Digests plugin:
    • CAS Configuration
    • PCR Configuration

    Procedimento

    1. Navigate to All > Case Digest > Administration > Configuration.
    2. Click New to create a new configuration.
      You can also modify an existing configuration by clicking the configuration name and opening the configuration form.
    3. Fill in the following fields on the Case Digest Configuration form.
      Tabela 1. Case Digest Configuration form fields
      Field Description
      Name The configuration name.
      Table name The table that contains the fields to include in the configuration.
      • Case Action Summary [sn_csm_case_digest_cas]
      • Post Case Review [sn_csm_case_digest_pcr]
      Order Determine the order for the configuration. When multiple configurations match for a case, the configuration with the lowest order number is used.
      Document template Select a template to use when creating a case action summary from the Case Action Summary form or a post case review document from the Post Case Review form.

      You can select from a list of templates that have been defined for the table selected in the Table name field.
      Case table A read-only field that displays the Case [sn_customerservice_case] table.
      Approval workflow If using an optional approval workflow, select the workflow from the Workflow list.
      Approval flow If using an optional approval flow, select the flow from the Flows list.

      This field is displayed when the Post Case Review [sn_csm_case_digest_pcr] table is selected in the Table name field.
      Case condition Use the condition builder to select the case conditions to which this configuration applies.
    4. Click Submit or Update.