I am trying to change the layout that my agents are using to view and handle issues.
I understand that this is quite limited, so was wondering if someone can recommend on a good app that can address this issue.
Are you talking about Queues? “Best” is subjective and it largely depends on many factors that define how your team works. So a bit difficult to say but will give you my view...
I assume by page you mean the detailed issue view. That is really subjective. One way is to simply place the most used fields at the top and least at the bottom or even hide the least in the “more fields” area. Another approach is to group like field types: user fields, date fields, qualifying fields, etc.
I recommend interviewing your user base to find out what works for them.
i guess i need to be more specific - sorry. For example, I would like to group a few fields, under ' case details' and place them at the top of the screen as seen in the attached screenshot).
Alternetavllly, I would like to maybe have a header with the key, type, status, owner.
Not sure if this is available in cloud or not, we are on DataCenter. We add tabs on the screen definitions and place the fields in those tabs.
One caveat, the tabs aren't visible if there isn't a field on at least 2 of the tabs that are populated. If there is only 1 tab with fields populated it displays the fields in the details section. So the view isn't consistent with every issue.
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