>> Hi again, this is Leslie Robbins.
I'm with Brian Lowen and Chris Davidson,
and we're going to walk you through
the case resolution experience. Brian.
>> Hi Leslie. Hi, my name is Brian Lowen and I'm one of
the Software Engineers that worked on
the Case Resolution extensibility experience here.
So we'll go ahead and we'll dive into this,
I'll show you what we've updated here.
Before this change, let's go ahead and we'll
take a look at what the previous resolve experience looked like.
If we open up a case,
we open up Resolve Case here,
you would see this NDD just a standard
dialogue that would show up with these predefined options.
So although this works perfectly fine,
you can resolve without any issues here.
The problem that we have is
that there's no way to add additional details
here without at least a lot of effort that goes into play.
You might have to create your own new dialogue or map these values
over to the case entity manually.
However, with our new experience which I'll show in a minute here,
we can easily use
the predefined Form Designer experience to add new fields,
persists them on this entity without even needing to code at all.
So it's a really simple process just to be able to add
those additional details that can be useful
for different customers business needs.
So let's go ahead and I'll show you
how we can turn on that new experience.
So if you go to Service Management here,
let me open up Service Configuration,
we just have to know,
there's two new options that we added
both the Customizable dialogue and a Quick create dialogue.
Quick create is what a lot of people are familiar with,
it's the same type of thing that you'll see if you try to do
quick create from the menu up here,
to create a case or a contact,
that is now extensible.
We also added this new Customizable dialogue
which we'll use for this example here today.
But just know that in everything that I do on
this Customizable dialogue can also be done on Quick create.
So we go ahead and we update that and we save.
Now we'll go ahead and we'll go back to service here,
open up a case,
and then once we click Resolve Case here,
we'll see this new dialogue.
So it looks pretty similar to the old one,
we left the same fields out of box.
However, this is actually
a main form that is being rendered for the case resolution entity.
So just like any other entity,
you can add additional fields here or remove fields and persist
additional information or remove parts that might not be needed.
So with that said,
let's go ahead and we'll start adding
a new field to this entities to see how it shows up.
So if we go ahead and we just go to Settings,
customize a system, already had the window open here.
Then we navigate down to Case Resolution,
we can go ahead and create a new field to persist on that entity.
So for instance, one thing that I like to add is resolution date,
so that our agents could record
a different date when this was resolved in case the
created by date is the exact date that is when
this case actually was resolved for this record.
So we'd go ahead and we'll switch this to a date and time,
I'll leave other rest of the fields the same.
We'll go ahead and do save and close.
So with that, we just created a new field on case resolution.
Before this change, case resolution actually did not have
the capability of creating new fields
or persisting that information,
and this is a change that actually is rolling out this week.
So then if we go ahead and we open up Forms,
we're going to modify our main form
for case resolution to have this field.
While we're at it, we'll also remove
the billable time field that we no longer need for this entity.
So let's just look up,
the main form that we're working on is for
the Customizable dialogue is the information form here.
But if we wanted to modify the Quick create,
it would just be this form instead.
So we have two new forms here that can be used.
So if we go ahead and we'll open up information.
>> Well, it's thinking and learning.
Brian, how is this benefiting our customers?
>> So the way this will benefit them is they'll be able to now add
any additional information that could help them
with identifying or resolving the case.
So for a lot of customers,
they can both now remove fields and add additional fields.
They might not need billable time
for their particular business needs,
maybe they don't bill how they resolve,
so that was just maybe a potentially unuseful field for them.
So for instance, they can just go ahead and remove
that from the form.
But if they want to persist different information,
we can add another field that would be
additional details or like my example here,
we can add a resolution date.
This is all new information that they can
now persist with the case resolution,
that way it's stored and they can go back and look
at it which will help provide
additional context for how
that case was resolved or why it was resolved,
or any information that they want to analyze later on.
So that's essentially what we're doing here,
is why I was adding this new field
to persist information which will show soon.
>> Now, if there any customizable items
on there that are not listed,
is that something they can create a new field you have listed?
>> Yes, they can create any new field that they want.
So with that fixed,
we're rolling out this week.
They can create any field single line text,
anything that they want to add to this form.
>> Gives them more flexibility.
>> Yeah, exactly. So it's just a way of allowing them to
add any information that they deem
useful to their resolution process.
So once we added this,
we just go ahead and make a two columns.
So it spreads all the way the way out,
we'll save, we will publish,
and then we'll go ahead and we'll save and it closes,
go back to our case here,
let's give it a quick refresh,
that way it takes our changes.
Then if we resolve the case again,
we should see that billable time is no longer on
this form and we now have a resolution date.
So we can just resolve this anyway we'd like,
we can save resolved,
and then we can also specify date to go with it.
Maybe I didn't actually resolve this case today,
maybe I got result on Sunday but I'm putting it now.
So we'll put that actual date in there.
Any additional remarks you can still add, so we can say,
"These are my additional details."
It's like information provided,
and we'll save and close.
So since we just resolves,
you can now see this record on the timeline.
We can go ahead and we can open that back up
and you'll see that this information has now been persisted.
So we can see that the resolution date occurred on 3/22/2020.
So that's now information that they
have accessible on this entity.
So that's basically what is
encompassed with the new case resolution extensibility features.
Is there any other questions or
anything else that we want to dive into?
>> I think I'm good.
If those who are watching this video have any questions,
please use the comment field below and we'll be monitoring this.
If this is an area
that you would like to learn more or need a deeper dive on,
please let us know,
we're happy to record
more information and get into a more detailed or granular level.
If it's going to help, like our video.
If this is going in the right direction,
we'd love to hear from you.
Brian, thank you. Chris, thank you.
We'll have more videos posted soon.
>> Thanks Leslie.