New Case Detail Drawer in the Sugar Serve Service Console

, Senior Knowledge Collaborator on the team that manages all of the documentation on the Sugar Support Site, shares an important tip about an exciting new feature in Sugar Serve:

If you're using the Service Console in Sugar Serve and recently got upgraded to Q3 2021 (11.1), you won't automatically see the new and streamlined layout for the Case Detail drawer. This is to ensure we don't overwrite any dashboard configuration changes you might have, but it does mean that you won't see the new layout, which largely features the all-encompassing Timeline dashlet! It's definitely worth checking out the default drawer layout shown below to see how you can take advantage of this highly useful dashlet:

You can read more about the Q3 2021 release by following these links:

Anonymous
  • 2 months ago

    Hello!

    I just want to ask that Case Detail Drawer is helpful for gathering Past interactions and progress or not?


    Thanks

  • 2 months ago

    Hi , it was decent before 11.1, but completely re-invented in 11.1 for the specific purpose of gathering past interactions and updates! The new Case Timeline dashlet you can see highlighted in the screenshot is a much-improved version of the old Interactions dashlet and makes it a lot easier to just work right in the console and see all that history of past interactions. If you use the default layout, the Case Record View dashlet in the top right corner also gives you access to the case details and several relationships to it, such as contacts.

    If there are other dashlets you'd like to see there, an admin can also update the layout however you'd like.

    Here is the documentation for the Timeline dashlet if you want to read more about it: Timeline Dashlet. I think the dashlet addresses the issue of seeing and acting on the history of interactions for the case quite well. Slight smile

    Hope that helps.

    -Brenda

  • 2 months ago in reply to Brenda Rossetto

    Thanks Brenda Rossetto for sharing this. 

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