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Former Member
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Hi all of you,

I would like to know the use of case management tool in the CIC . Can this be used as a search for classification of various case calls at the CIC.

(for eg - a customer calls up and asks for his complaint, how can we maintain the history as a case and then revert to him accordingly)

Please help!

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Answers (1)

Answers (1)

Former Member
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You can enhance your inbox view with fields like 'Symptom','creation date' or some external reference number/complaint no. that the customer quotes and the use the inbox services functionality to retrive the relevant case or cases.

Please refer to CIC UI enhancement guides for further help!

Reward if this helps.