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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 12, 2024 |
Oct 1, 2024 |
Business value
Case grids that show agents' active cases with color differentiators for columns like priority and origin, and information like next SLA, last interaction, escalated status, and case age, help agents prioritize cases that need the most attention. Agents can also go directly to the latest interaction on the case. This capability improves agents' productivity when they work on cases.
Feature details
With the improved case grids, agents can do the following tasks:
- View icons for priority and the origin channel, and avatars for the assigned agents.
- View key data such as case age, next SLA breach,
IsEscalatedstatus, and latest activity in the Enhanced Active Cases view. - Use quick navigation to the latest activity to respond to the latest communication.
By default, all customers get the improvements to the case grid. Administrators can turn on editing functionality with the control to let agents edit information directly on the grid.
Additional resources
Manage cases with case grids (docs)