What is the Case Checklist module?

The Case Checklist module is a prebuilt component that can be added to a Case Template. It lets you create a custom checklist for agents to follow and complete as they review each Case. You can define logic that governs when it appears.

How do you add a Case Checklist Module?

1. Navigate to the Dashboard, and click on Cases > Templates.

2. Find and click on the Case template you want to edit, or Create a new template.

3. Navigate to the Tab you want to add a Case component to. Click an empty space to view the Component Library.

4. In the right toolbar, search for ‘Checklist.’

5. Drag and drop the Checklist module into your Case Layout and reposition it by dragging it around.

   

6. Click on the Checklist module on the right toolbar you can customize the module.

   1. Under Settings, you can edit the Title text to change the text displayed on the top of the module.
   2. Under Settings, add items to the Checklist by clicking the “Add item” button. Learn more about Add item below.
   3. Under Settings, you can you the Items search bar to search through your list of items.
   4. Under Module Layout, you can change:
      1. Dynamic height: Module will grow or shrink to fit its contents.
      2. Visibility: Dynamically control whether the module is hidden. This is a toggle button that lets you set conditions for when the button should be displayed or hidden from view based on your requirements. You can read more about Visibility Configuration here.

7. Click the “Delete” button if you want to remove the component from the Case Layout.

Add item

When the pop-up appears, provide the following information:

1. Item description: A description of what needs to be checked
2. Item key: A unique identifier used for updating checklist items through Persona’s API
3. Required for statuses: Define which case statuses require this item to be checked before proceeding. Cases can only transition to these statuses once this checklist item is marked complete.

1. To move an items, click and drag the items to the desired position.
2. To add an items, type the name of the desired field into the search bar and select the one you want to add.
3. To remove a Field click the toggle button on the right.

Plans Explained

Case Checklist module component by plan

Learn more about pricing and plans.