Manage cases efficiently with enhanced case controls
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 12, 2024 |
Oct 1, 2024 |
Business value
Agents must upload attachments individually and then search for them in the case timeline in order to open them. Therefore, they require intuitive controls on the case form to easily locate and access the relevant information, allowing them to perform operations efficiently.
Enhanced case form controls are added on the default case form, Case for multisession experience in the Customer Service workspace application. This allows agents to easily upload and view multiple attachments and use color-coded icons for efficient field identification during case creation. These enhancements streamline daily case management tasks, reducing effort and boosting productivity.
Feature details
With this enhancement, the out-of-the-box case form in Customer Service workspace, Case for multisession experience, allows agents to perform the following actions by default:
- View and upload multiple attachments directly to the case.
- Access all the attachments related to a case in a consolidated view.
- Quickly get up to speed on the activities due on the case.
- Identify case fields using color-coded icons through the Option set wrapper control.
- Quickly identify the queue to which the case was added and edit the Workedby field using Queue item control.
All these capabilities are enabled by default on the out-of-the-box case form, Case for multisession experience in the Customer Service workspace application.