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Creating suggested tags for cases

Suggest edit Updated on November 5, 2021

Ensure that users can find relevant cases by providing suggested tags. When users apply consistent tagging in cases and Pulse messages, they faster obtain information that they need.

Define suggested tags so that users can select them from a list when they tag a case instead of typing tags.
Before you begin: Enable case tags. For more information, see Enabling case tags.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the case working area, click the Settings tab.
  3. In the settings navigation panel, click Collaboration.
  4. In the Tags section, in the Configure tags window, enter a tag that you want to create as a suggested tag, and then click Add.For example: case_update or finances.
  5. Click Save.
Result: At run time, when users tag a case, they can select suggested tags instead of typing them.
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