Prioritize cases with improved case grids
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 12, 2024 |
Oct 1, 2024 |
Business value
Case grids displaying agents' active cases with color differentiators for columns like priority and origin, and information like Next SLA, Last Interaction, Is Escalated, and Case age, help them prioritize cases that require the most attention. Agents can also navigate directly to the latest interaction on the case. This improves their overall productivity while working on cases.
Feature details
With the improved case grids, agents can do the following:
- View icons for priority and the origin channel, and avatars for the assigned agents.
- View key data such as case age, next SLA breach, IsEscalated, and latest activity in the Enhanced Active Cases view.
- Use quick navigation to the latest activity to respond to the latest communication.
Improvements to the case grid are enabled by default for all customers. Additionally, administrators can enable the editing functionality using the control and allow agents to edit information on the grid directly.
See also
Manage cases with case grids (docs)