Case Basics: Mandatory Fields

Some fields on an Astute Agent case are determined by administrators to be mandatory. Mandatory fields are indicated by a red tag and asterisk in the top-right corner of the field.

There are several types of mandatory fields:

• Simple Mandatory: These fields are always required regardless of any other information that is entered on the case. There are instances when the system warns you to fill in mandatory fields:
  • Save mandatory: These fields must be entered before you can save the case you are working on.
  • Close mandatory: These fields must be entered before you can set the case status to "Closed." You can still save the case without these fields if the case status is "Open."

• Data-dependent mandatory: These fields only become mandatory when you enter a particular value into another field. Example:If a customer calls in with a complaint regarding a product, an agent might have to enter the reason for the call as "product complaint." At that point, the Product field would become mandatory. But if a customer was calling in about a store complaint, the product field would not be mandatory.
• Highlighted Important Fields: These fields are not mandatory, but are highlighted in orange because we strongly recommend that you complete them.

Your administrator determines what fields are mandatory when the system is set up. Mandatory field rules are then enforced by Astute Agent.