Tip #280 - How to Create and Use Case Tags

Case Tags can be used similarly to how you use case sub-statuses or different status types. They are defined globally and are selected and entered on the Case Summary Screen.

Once configured, Case Tags can be made available in all cases or you can limit their availability to specific Case Group(s) or Case Type(s). Multiple Tags can be assigned to the same case. Your SmartAdvocate Administrator can limit the ability to add or edit case tags with User Permissions. Further, you can create reports using Case Browse to search for cases with specific tags and list tags in an available column.

How to Define Case Tags:

Case Tags are defined (by the SmartAdvocate Admin) under Admin > Picklist Maintenance.

1. Go to Admin > Picklist Maintenance

2. Select Case Tags

3. Click Add New Item

4. Give the tag an appropriate name

5. Click the check box for “Limited Groups/Types” if you want to limit the tag’s availability to certain Case Groups and/or Case Types. Leave this check box unchecked if you want the tag to be available in all Case Groups and Case Types

6. Check the box for “Active” to activate the Tag

7. If you have opted to limit the Tag’s availability, select the Case Group(s) and/or Case Type(s) in which the Tag will be available

8. Click the “Update” button to save your selections

    

Hot To Add Tag(s) To Your Case:

1. On the Case’s Summary Screen, click the “Edit Tags” button

2. Click in the empty box displayed to reveal the available Case Tags

3. Select the desired Tag(s)

4. Click “OK” to save the selected Tag(s) to the case

The Case Tag(s) will be seen on the Case’s Summary Screen.

How To Use Case Browse To Create Reports For Cases With Case Tags:

1. Go to Case Browse

2. Click the “Select Columns To Show” button (top center of the page)

3. Select Case Tags as one on the columns to display, and then click the “Close” button to return to the filters in Case Browse

4. Click the “Misc” tab and scroll down to the bottom of the page

5. Select the Case Tag(s) you want included in your report

6. Select any other filters available in Case Brows as appropriate and then click the “Search Cases” button (top right of the page) to run your search

7. Your report will show any cases that that have the selected Case Tags