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Configure CRM Properties

Configure the Properties tab to specify CRM behavior in the following areas:

To configure CRM Properties:

  1. From the Configuration Menu, open CRM.
  2. Go to the Properties tab.
  3. Configure the desired setting, and click Apply.

    The following table summarizes the options under CRM > Properties:
    CRM Properties OptionDescription
    Closed case - automatic re-opening time-limit Select the time interval that a closed case automatically reopens within a specified time limit. Specify one of the three possible values:
    • Never: Never opens a closed case automatically.
    • Always: Always reopens a closed case in the event of a customer follow-up via email.
    • Time limit: Specifies the maximum amount of time a case can be closed before it automatically reopens.
    If a follow-up is received within the time limit, the case reopens automatically. The case remains closed if a follow-up is received after the time limit. For example, if you set the time limit to 10 days, a case that is closed today can potentially be reopened within the next ten days in the event of a customer follow-up by email. Once the time limit expires, the system creates a follow-up case, but will not reopen the case.

    Note: When you change a parameter's value, it takes effect immediately.

    Automatically assign re-opened cases to next agent handling the caseIf enabled, assigns reopened cases to the next receiving agent automatically. Reopened cases normally retain their previous agent assignment.
    If disabled, assigns reopened cases to the agent who handled the case previously.
    Display cases and follow-ups using HTML when available If enabled, supports HTML formatting during the following tasks:
    • Creating and editing case records.
    • Creating follow-up records.
    • Creating notification emails.
    If disabled, an agent is restricted to plain-text data while creating or notifying case and follow-up records.
    Disable file open on clicking attachmentIf selected, the email attachment sent by the CRM customers cannot be opened from within Agent Console. Agents can still save the attachment, but are prevented from opening the insecure attachments.

    See Also 

 


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