Implementation Tip: To learn more about what tags are and how they can be applied to your organization for added value, check out this article. Only admin users can create and manage tags.
About Case Tagging:
- The primary purpose of case tagging is to classify and filter cases in IQ.
- Case tags can be applied manually to cases as they are viewed in IQ.
- Case tags can be applied via trigger actions (create case or update case) which will automatically tag cases based on certain conditions. For example, I can tag all cases created by a trigger conditional upon a customer requesting contact with 'Case: Customer Contact'.
Implementing Case Tags:
There are two methods of implementing case tags in the platform, these methods can be used individually or a combination of the two can be used:
- Manual case tagging, where the tags are applied manually to each case while the case is created or viewed.
- Automated case tagging, where tags are applied automatically when created or updated via Triggers.
Manual Case Tagging
1) Create the Tags you wish to apply to cases.
2) Apply Tags to your cases while creating or viewing a case
Apply tags when creating a case
1. When creating a case in IQ, click the 'Add a Tag' field.
2. Search for and select the appropriate tag, or create a new tag
Apply tags when viewing a case
1. Navigate to Intelligence -> Case Management to view your cases
2. Click to view the desired case. Scroll to the left panel, and click in the 'Add a tag' field. Search for the desired tag or create a new tag.
3) That's it. You can now view the subset of data that has the tag applied in the Cases dashboard or the Cases Management listing via the 'Tags' filters in Intelligence.
Automated Case Tagging
1) Create the Tags you wish to apply to records.
2) Navigate to Intelligence -> Settings -> Triggers
3) Create a new 'Trigger'.
- Provide a name and description for your trigger
- Select the correct event
- If you are using the trigger to create a new case, your trigger event can be when a record created/record updated or sentiment created depending on your use case
- If you are using the trigger to update a case your trigger event will be when a is case created
- Apply the appropriate conditions (the circumstance under which you want to create/update your case)
- Select the 'Create Case' or 'Update Case' action depending on your use case
- Apply the appropriate action settings and select the 'Tag' field to search for and/or create the appropriate tags.
3) That's it. From this point forward all cases created or updated by this trigger will have the appropriate tags. You can now view the subset of data that has the tag applied via the 'Tags' filters in Intelligence.