Displaying Preferred Case Details in Patient CRM
To streamline workflows and boost productivity, organizations can choose to display additional Preferred Case Detail fields to Patient Center users. This additional information gives users faster access to important case information without leaving the Case Details pane. Up to six customer-defined Preferred Case Details fields can be added to Case Details views.
Preferred Case Details fields configured for the Case Details pane are independent from the Case record’s Case Details sub-tab.
Who can use this feature?
- End Users - Browser
- Viewing Preferred Case Details
- Users require a Patient CRM License
Configuring Preferred Case Details for
End Users
To configure this feature:
- Ensure Configuring Patient CRM is complete.
- Navigate to Admin > Users & Groups > Permission Sets.
- Select the appropriate permission set.
- Select the Objects tab.
-
Grant the following permissions:
Object Object Permission Object Types Fields Field Permission console_application_settings__v Read patient_center__v preferred_case_details__v Read - Navigate to Business Admin > Objects > Console Application Settings (console_application_settings__v).
- Edit the console_application_settings__v record.
- Populate the preferred_case_details__v field with a double-semicolon delimited list of up to six field names from the case__v object. These fields display in Case Details sections in the listed order, after default fields.
- Use the format object__v.field__v;;object__v.field__v. For example: case__v.case_severity__v;;case__v.case_type__v;;case__v.contact_type__v
- Both standard (__v) and custom (__c) fields are supported
- If adding case_subcategory__v to the Preferred Case Details list, add it as the first list item. This field always displays after the case_category__v field, regardless of position in the Preferred Case Details list.
- The following fields display by default and are not configurable:
- is_escalated__v (if the case has ever been escalated)
- case_category__v
- product__v
- case_owner__v
- case_queue__v
- Duplicate or invalid field names are ignored
- Select Save.
If Preferred Case Details is configured, but the Preferred Case Details field on the Console Application Settings record is not populated, Patient CRM displays the following by default:
- Case Subcategory - case_subcategory__v
- Case Severity - case__v.severity__v
- Case Type - case__v.case_type__v
- Contact Type - case__v.contact_type__v
Viewing Preferred Case Details as
End Users
Preferred Case Details fields display in the Case Details left pane when viewing a Case, as well as in the case card pane when a case is selected in the Case Inbox tab’s My Cases view.
