Summary
In the April 2019 update for CE we will finally be able to configure the case resolution screen.
The case resolution screen is the pop-up window that appears when you select resolve case.
As this screen is currently not configurable we’ve had to make work arounds for some customers (including ourselves) so we can have a process and capture the data we want at case resolution time within the case itself and sometimes cut out the resolution screen completely.
Post the April 2019 update, administrators can add, remove, or edit any of the fields on the case resolution dialog and configure it as per your requirements.
What does this mean for me?
If you have Customer Engagement (CE) online then this update will appear during April 2019.
Further Information
If you have any questions about or need assistance in planning for this change then please contact the GCC Group Support Team on 0845 260 1151 or servicedesk@gccgroup.co.uk
