Common Elements Used to Set Up Call Center Prompt Tables

SetID

Except for quick codes, which are associated with business units, all of the prompt tables described in this documentation are associated with setIDs. This association enables you to set up different sets of values for different call center business units.

If you're setting up one set of values for all of your call centers, use the same setID for all of the values.

If you're setting up different sets of values for different call centers, enter the appropriate setID for each value.

Self-Service

Select this check box to inform the system as to which values or fields self-service application users can select when creating new cases.

Select this check box to allow self-service application users to select priorities of Low and Standard, but not High.

This check box does not affect the self-service application users' ability to see the value when viewing an existing case; it only affects their ability to select the value when creating a new case.

This check box is relevant only for fields that self-service application users can edit.

Short Name

Enter a short name that describes the value to users of the Case page.

Self-Service Description

Enter a description regardless of whether the Self-Service check box is selected. This entry describes the value to self-service application users. Even if users cannot select a value (the behavior controlled by the check box), they still may be able to view it.

If you don't enter a description, the system copies the short description to this field when you save the page.

If the value appears on any of the self-service pages, the self-service description appears instead of the regular short description.

Long Description

Enter a long name, up to 50 characters, that describes the value.

Effective Date

Enter the effective date of the value.

Most prompt table values are not effective-dated; only quick codes and reason codes have effective dates.

Status

Select a status to determine whether an effective-dated item (a quick code or a reason code) is active or inactive as of the associated effective date.