Case Browser
Last updated
Last updated
The Case Browser tool enables users to search and view cases in the organization.
Using the Case Browser tool requires the Agent, Power Agent, or Case Manager roles.
Case Managers can access all cases organization-wide, while agents and power agents are limited to cases in units for which they have permission.
The case browser tool consists of 3 panes:
Search Criteria: Contains filters used to filter the cases
Search Results: Lists cases matching the search criteria.
Case Details: Shows the details of the selected case from the search results.
Date Range: The case browser lists cases with reference dates in the specified date range. For walk-in cases, the reference date is the date the case was created. For appointments, it is the appointment date.
Unit: Select one or more units. The search is based on the unit of the current inbox where the case is located. Note that Agents and Power Agents can only choose units where they were granted explicit access permission. Case Managers can search cases in any unit.
Service Category: Filters the results based on the case's service category. Select one or more service categories. Clear the filter to include cases in any category.
Status: Filters the results based on the current case status. Choose one or more statuses. Clear the filter to include cases in any status.
Tags: Filter the results to include cases with one or more selected tags.
Entry Mode: Filter the results to show Walk-ins/ Appointments.
Customer: Filter the results to include cases linked to a selected customer.
When you change any search criteria, the Search Results pane updates automatically to list matching case records.
Click on a case to view its data in the Details pane.
Users can choose and organize the relevant search criteria for their workflow.
Use the switches to select the search criteria to use.
Drag the items to control the order of the search criteria.
Note that you cannot remove the Date Range criterion.
Click the Select Search Criteria button () to open the Search Criteria dialog:
