Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/PatientCRM/ManagingCases/PreferredCaseDetails.htm

## 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](#Viewing)
* Users require a Patient CRM License

### Configuring Preferred Case Details for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

To configure this feature:

1. Ensure [Configuring Patient CRM](../Config/ConfiguringPatientCRM.htm) is complete.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select the **Objects** tab.
5. 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 |
6. Navigate to **Business Admin > Objects > Console Application Settings (console\_application\_settings\_\_v)**.
7. Edit the **console\_application\_settings\_\_v** record.
8. 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.
9. 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
10. Both standard (\_\_v) and custom (\_\_c) fields are supported
11. 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.
12. The following fields display by default and are not configurable:
13. is\_escalated\_\_v (if the case has ever been escalated)
14. case\_category\_\_v
15. product\_\_v
16. case\_owner\_\_v
17. case\_queue\_\_v
18. Duplicate or invalid field names are ignored

9. 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

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)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.

![](../../../Resources/Images/PreferredCaseDetails.1.png)

### Related Topics

[Patient CRM Overview](../Overview.htm)

[Configuring Patient CRM](../Config/ConfiguringPatientCRM.htm)

[Using Patient Intake Forms](../ManagingPatients/PatientIntakeForms.htm)