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).
-
Select the default console_application_settings__v record.
Preferred Case Details only apply to the default record.
- Populate the Preferred Case Details field with a double-semicolon delimited list of up to six Case object field names.
- 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
- Select Save.
The Case Details pane displays the following fields by default. Any added Preferred Case Details fields display under the default fields.
- Is Escalated
- Case Category
- Product
- Case Owner
- Case Queue
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
End users can access and view Preferred Case Details, if enabled, across the Patient Center Case console:
- Case - The Case Details left pane when viewing a Case
- My Cases - The right pane when previewing a Case in the Case Inbox
- All Active Cases - The right pane when previewing a Case in the All Active Cases view
