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
On the top right, navigate to → ServiceJourney
On the top left, navigate to → Setup
In the left panel menu, navigate toCase Setup → Case Type
Click on New Case Type button
Fill out the form
Click Save it
Field
Description
Sample
Basic
Name
Name to identify the case type
Refund
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)
REFUND_MM
Icon
Select an Icon to pictorially represent your Case Type