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Key Terms
Key Terms can be used on a case to categorise the requested information, enabling you to produce reports and trend analysis on these categories. As well as reporting, Key Terms allow eCase to suggest similar cases. These cases can be linked so that the case owner can review previous responses. They can also be associated to Standard Lines. When a relevant Key Term is used on a case, the associated Standard Lines are automatically shown to the case owner so that they can be used in the response. This helps to reduce response times.
What can Key Terms do for you?
- Faster response times
- Greater consistency
- Better reporting
This section will cover two areas for Key Terms:
- How to add a key term/group to a case
- How to add, modify and delete a key term from the system:
- How to access key terms
- How to add a new key term group
- How to add a new key term to a group
- How to delete a key term group
- How to delete a key term
- How to rename a key term or key term group
- How to change the group the key term is in