Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 12, 2024 |
Oct 1, 2024 |
Business value
Agents must upload attachments one at a time. To open an attachment, they search for it in the case timeline. Because of this process, agents need intuitive controls on the case form to easily find and access relevant information. With these controls, agents can perform operations efficiently.
When you add enhanced case form controls to the default case form, Case for multisession experience in the Customer Service workspace application, agents can easily upload and view multiple attachments. They can use color-coded icons to quickly identify fields during case creation. These enhancements simplify daily case management tasks, reduce effort, and increase productivity.
Feature details
With this enhancement, the out-of-the-box case form in the Customer Service workspace, Case for multisession experience, enables agents to perform the following actions by default:
- View and upload multiple attachments directly to the case.
- Access all the attachments related to a case in a consolidated view.
- Quickly get up to speed on the activities due on the case.
- Identify case fields with color-coded icons through the Option set wrapper control.
- Quickly identify the queue for the case and edit the Workedby field with the Queue item control.
The Customer Service workspace application enables all these capabilities by default on the out-of-the-box case form, Case for multisession experience.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.