Enhancements simplify case management
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Feb 6, 2023 |
Apr 1, 2023 |
Business value
Agents working on high-volume cases must manage cases efficiently so they can focus on solving customer issues effectively. Color-coded case status and icons for priority help agents find the required information quickly, visualize key information, and prioritize cases accordingly.
When agents want to add a case to a queue, they need to know if it already has been added. The enhanced process of adding a case to a queue helps agents understand the queue to which a case belongs, saving them multiple clicks, and displays only relevant queues to which a case can be added. The application only displays members of the selected private queue when setting the Worked by field on the case, avoiding unnecessary errors and confusion.
The improvements to the case resolution process provides a simplified, intuitive, and clutter-free case resolution experience with fewer clicks and steps.
Feature details
Some of the key improvements to the case management process include:
- Color-coded priority icons. Since this is a metadata change to the color, users will see this change in color only if they are using standard priority icons defined in the Case grids. For more information, go to Add new icons for Origin and Priority Columns.
- Color-coded case statuses for easy discoverability. Since this is a metadata change to the standard colors available for Case status, users will see this change only if they're using out-of-the-box colors for the Case status field.
- Improved process of adding a case to a queue. Agents can now see the current queue to which a case belongs when they're adding the case to a queue. The queue list is filtered to display only the queues to which a case can be added.
- The Worked by field on the case displays a filtered list of members belonging to the private queue to which a case is added. These improvements are available for any queue-enabled entity.
- Enhanced case resolution process. When an agent resolves a case, they can see the activities that are open on the Activities tab. This allows agents to close them, and resolve the case quickly.
- The improved case resolution dialog box offers a clutter-free experience to the users.
