A DCM solution provides a range of mechanisms and fields that can be used to categorize and classify Cases. Whilst the number of classifying fields is unlimited by using Custom Fields, the primary useful primary classification for a Case is the Case Type.

A Case Type is determined first and cannot be later changed.

Steps to Create a New Case Type

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the top left, navigate to 
     → Setup
  3. In the left panel menu, navigate to Case Setup → Case Type
  4. Click on New Case Type 
  5. Fill out the form
  6. Click Save it
NameName to identify the case typeRefund
Permanent Code

Auto-populate field using the Name field but extracting any spaces and/or special characters and formated to uppercase.

You can override this value (ensuring no spaces or special characters are used)

IconSelect an Icon to pictorially represent your Case TypeAwesome Fonts
Resolution CodesIf needed, select the resolution codes that will be available when closing a case to indicate what was the outcomeSuccessful Resolution
DescriptionBrief description for the case typeRefund case type for MM department
Default Priority

New cases will have this default priority

This can be overridden programmatically or manually by the caseworker after the case creation. See Automatically triaging emails