Settings Configuration Panel
Tip
Use this section if you would prefer to browse the Case Central® Knowledge Base in the same familiar layout as the administration panel found in the product itself.
Administrative users can expand the panel by clicking on the Settings icon at the bottom of the left-side navigation menu. Customers can configure a wide range of features to set up their Case Central® environment in the way best suited to meet their organization's requirements.
The administration features menu groups similar types of functionality together in the following layout:
Account Access
Permission Templates – Define role-based access to features and information within Case Central®.
Queues – Set up logical groupings of user resources that define routing destinations for incoming work, enabling rule-based case assignment and access control.
Users – Manage user accounts and access levels.
Automation
Auto-Dispatch Rules – Automatically assign incoming cases to queues or users based on predefined criteria.
Auto-Resolution Rules – Configure conditions under which cases can be automatically resolved.
Bulk Actions – Perform mass updates or status changes across selected cases.
Checklist Assignment Rules – Assign investigation checklists to cases automatically based on conditions.
Event Automations – Trigger actions (e.g., notifications, status changes) based on event-based rules.
QA Review Threshold Rules – Configure automatic triggering of QA review based on defined thresholds.
System of Record Rules – Set up data refresh and case update rules for integrated systems of record.
Communication
Email Templates – Predefined templates for case-related system email communications.
Letter Templates – Templates for outbound correspondence letters.
Letterhead Templates – Custom headers and branding for generated letters.
Import/Export
Bulk File Export – Export large datasets for offline analysis or archival purposes.
Case Audit Export – Generate PDFs summarizing the case history and audit trail for documentation or compliance.
Integration
e-OSCAR – Configuration options for integrating e-OSCAR dispute workflows.
System Setup
Categorization – Determine how case types and subtypes are structured and labeled.
Investigation Checklists – Define reusable checklists used in investigations.
Resolution States – Define valid resolution outcomes and associated case closure logic.
Styles – Customize color themes and branding elements for your Case Central® environment.
System Preferences – Configure global preferences that affect how system features behave across all users.
Thresholds – Define escalation or lifecycle time limits for different case types.
User Defined Fields – Add and manage custom fields for capturing additional case data.