Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Inbound/PreferredCaseDetails.htm

## Displaying Preferred Case Details

To streamline workflows and boost productivity, organizations can choose to display additional Preferred Case Details fields to Service Center reps. This additional information empowers users to triage, route, and resolve issues faster. Up to six customer-defined Preferred Case Details fields can be added to Case Details views. These fields display in addition to the default Case Details fields in the Service Center console's left pane, which provide easy access to the details Service Center reps often access.

For information on configuring Case layouts for the center pane, see [Configuring Case Layouts](../SCConfig.htm#CaseLayouts).

**Who can use this feature?**

* Service Center Reps — Browser
* [Viewing Preferred Case Details](#Viewing)
* Users do not require an additional license

### Related Topics

[Using Service Center](../Using/SCUsing.htm)

[Using the Service Center Inbound Tab](SCInbound.htm)

[Using My Cases for Service Center Inbound](SC_MyCases.htm)

### Configuring Preferred Case Details for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

To configure this feature:

1. Ensure [Configuring Service Center](../SCConfig.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 | All applicable object types | preferred\_case\_details\_\_v | Read |
6. Navigate to **Business Admin > Objects > console\_application\_settings\_\_v**.
7. Select the default **console\_application\_settings\_\_v** record.

   Preferred Case Details only apply to the default 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 Service Center UI 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. Standard (\_\_v), system (\_\_sys) 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, if included in the Preferred Case Details list

### Viewing Preferred Case Details as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

Preferred Case Details fields display in each of the Case Details views:

* Case Console - Left Pane
* Inbound tab - Case Cards
* Inbound tab - Case Preview

For more on viewing and editing Case Details from a new Case, see [Using Service Center](../Using/SCUsing.htm). For more on viewing and editing Case Details from the Inbound tab, see [Using My Cases for Service Center Inbound](SC_MyCases.htm).

![](../../../Resources/Images/Service Center/Copy of ShowPreferredcropped.png)