15.11. Quick Case Creation

How to Enable and Configure Quick Case

• Open the Natterbox Call Centre Configuration.

• Click Edit next to the call centre that this feature is to be applied to.

• Navigate to the bottom of the page to the Quick Case section and check the box for both Quick Case Creation Enabled and Show Edit Quick Case Subject (the latter allows the user to enter a case Subject line).

• Click New for Custom Quick Case Template (this allows the user to add fields that they can edit while creating the case).

• Select any Fields for the user to edit while creating the case:

  • Use the drop-down list to select a field to be added.

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  • Under the Set the Value we can set what happens to this field during the case creation. For example, adding the account ID of the customer we would select Account ID as the field and we will use the Insert Macro drop-down list to apply {AccountID}, then click update.

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  • If you would like to use a picklist select your Field and in then use the {Picklist} macro. You can also add a custom field to the Quick Case Creation and they will also appear in the Select Field and select the relevant Value, whether this is a Picklist, Text or so on. Please see the below example.
    

  • Repeat to add more fields.

• Once you are happy with the information applied to these lists save the Call Centre and refresh your CTI with ##0. Now that this is completed we can now create a case during a call or during wrapup as follows;

Creating a Case from the CTI

• Within the CTI, when the option is available, click Quick Case, which expands the Quick Case section and makes it available for input.
  

  

• Enter the relevant information and click ‘Save Case’.
  

  

  
  

• The case will then pop open in the background and also be related to call.