Case Accounts
The MIC - Case Accounts component enables users to search for and associate a Requester, Referred by, or Institution account with an Interaction.
Requester - the person receiving the information (e.g. response, Fulfillment Package, etc.).
Referred By - the person who calls on behalf of the requester. For example, a Medical Sales Representative reaches out to the Contact Center on behalf of a Health Care Professional (HCP). In this case, the Sales Representative would be the Referred By person.
Institution - the hospital/business the requester is affiliated with.
Account search
When no accounts have been selected, the agent is presented with a list of search fields, which can be used to initiate an account search. The set of fields displayed to assist in locating or creating an Account may be configured leveraging the Account Field Setting custom metadata type.
To include a field within the interface, an Account Field Setting custom metadata record for that field/record type/country combination (or the default country) and ensure the Quick Search Field Order has been set to a non-zero value. This order dictates the position the field will appear in the panel.
Contact Information records
Once an Account is selected within the MIC - Case Accounts, a corresponding list of Contact Information records is displayed. To configure the records displayed, an Administrator must modify the records for the Contact Info Case Mapping custom metadata type to change the list of records that appears for each account type when it is in focus. To configure one of these records, provide the following information:
Item Name | Description |
|---|---|
Label and Contact Info Case Mapping Name | System fields used to identify the record |
Contact Info Field | This field provides the value which appears in the picklist. This may be a formula field if multiple fields need to be displayed (e.g. an address) |
Case Field | The lookup field on the case which is used to link the case to the Contact Information record |
Record Type Developer Name | The developer name of the Contact Information record type |
Account Type | The type of account this list should be shown for (Requester, Institution, Referrer) |
Hiding institution data
If the institution search has been turned off, then the institution and the affiliation components of the panel will not be displayed. Institution search is turned off by editing the Local Setting custom metadata record for the given country (or the default record) and setting Enable Institution Search to false.
Custom labels
This component makes use of the following labels that can be configured within the Salesforce.com translation workbench to change display text values.
Label Name | Description |
|---|---|
MED_Affiliate | The label for the button to save the new affiliation after providing all the information to create the affiliation. |
MED_Accounts_are_Affiliated | Shown when hovering the affiliation of two affiliated accounts. |
MED_Cancel_Button | The label for the cancel button when creating new records. |
MED_Clear_Search_Results_Button | The label for the second button shown on the search view. |
MED_Click_to_Affiliate | Shown when hovering over the affiliation for two accounts that have not yet been affiliated. |
MED_Generic_Save_Button | The label for the Save button when creating a new record. |
MED_Generic_Search_Button | The label for the first button on the account search. This label is generic and used elsewhere in the application. |
MED_None_Selected | The value shown next to the Requester, Institution, or Referrer icons when no account has been selected for that account type. |
MED_Not_Affiliated | The label that is shown in place of the role value when the requester and institution have not been affiliated. |
MED_Picklist_New_For_X | Displayed as the last picklist option for a contact info picklist and triggers the creation of that type of contact info record. |
MED_Picklist_Select | The value is displayed as the first option of a contact info picklist if no records are currently selected. |