Case Cards

The default way that Cases are listed in CXME is by cards. Although Case cards can be customized, we will take a closer look at a default Case card.

Clicking on any Case card will take you directly to the Case.

1. Customer Info - The Customer Name will always be the first field in this section of the Case card, followed by the Customer Contact assigned to the Case. The third field defaults to the MID (Merchant Identification Number) of the Location assigned to the Case. This field can be changed and you can even add another field in Settings (depending upon your specific Role & Permissions). If your organization is a Service Provider, the logo and name of the Sponsor Team will appear at the bottom of this section. 
2. Case Info - The Case Name will always be the first field in this section of the Case card, followed by the Case Description. Below the Case Description, you will see an icon that lets you know the Case type and how it was created (e.g. via chat, email, etc.). Next to the icon is the Reference Number for the Case. After that, you will see the Team that owns the Case followed by the User that owns the Case. If the Case is unassigned, the Owner field will be blank. At the bottom left of this section, you will find the status of the Case. Listed to the right of the Case status will be any Categories (blue), Tags (green), and/or Products (green) assigned to the Case. If there are none, this field will be blank. 
3. Case Activities - Anytime there is a new activity in the Case, it will show up in this section followed by how long ago the activity took place. Activities include when a new communication is received in the Case (e.g. chat, email, etc.) or when an Event occurs in the Case. This section also includes the date and time the Case was created.
4. Three Dot Menu - If you click on the three dots in this section of the Case card, you will be presented with a menu of actions you can perform on the Case. The options you see will depend on your specific Role & Permissions.