{"id":3841,"date":"2024-09-26T16:31:18","date_gmt":"2024-09-26T14:31:18","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=3841"},"modified":"2024-10-01T14:27:26","modified_gmt":"2024-10-01T12:27:26","slug":"cases-use-them","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/cases-use-them\/","title":{"rendered":"Cases – Use them"},"content":{"rendered":"\n
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[Reading time: 3 minutes<\/em>]<\/p>\n\n\n

PREREQUISITES<\/h2>\n\n\n\n

Once you’ve set up the cases and associated profile accesses, agents can start using them in the Banner.<\/p>\n\n\n\n

If you need help to set them up first, please click here<\/a>. <\/p>\n\n\n\n

VIEW CASES LIST<\/h2>\n\n\n

You can find all cases in the Banner, in the “Cases” module.\u00a0<\/p>\n\n\n

Once the module is open, you will be presented with a list view. Each column in this list corresponds to one of the different fields you have set up for your layout (in the Maker).<\/p>\n\n\n\n

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Here you can:<\/p>\n\n\n\n

\u27a1\ufe0f consult<\/strong> the details of a case
\u27a1\ufe0f classify <\/strong>the cases according to the different columns by clicking on the column title
\u27a1\ufe0f filter<\/strong> these cases by clicking on the funnel
\u27a1\ufe0f search<\/strong> through your cases, using the search bar<\/p>\n\n\n\n

You can open up to 10 cases. The case fields from the layout of your active profile will be displayed.
The partitioning principle will only allow you to access cases that you or someone in your team owns.<\/p>\n<\/div>\n<\/div>\n\n\n\n

CREATE A CASE<\/h2>\n\n\n

While creating a case, the agent will have to fill in all the predefined fields associated with the profile layout.<\/p>\n

There are 3 ways to create a case:<\/p>\n