Learn how to customize Case Compare for merging new information from an Inbox Item to an existing Case, either by creating a Follow-Up or new minor Case version.
Inbox Item Follow-Up Case Compare Administration
You can customize the Inbox Item Follow-Up Case Compare page to choose which fields are available for merging follow-up information and their ordering.
If a field is not on the layout, it cannot be merged during follow-up creation. Instead of being merged, the previous Case value is used in the new Follow-Up Case version.
Fields that appear on the Inbox Item to Case Compare page are also used to classify Inbox Item Significance.
Customize the Inbox Item Follow-Up Case Compare Layout
You can manage the Case Compare layout from the Admin area under Configuration > Pages.
The Default Filter Options section controls the default filters that are enabled each time the page is loaded. We recommend showing new and modified as a base but some companies may want to show more detail by default.
All other sections correspond to sections with fields on the layout.
Access the Case Compare Followup Layout
To access the Case Compare Followup layout:
- In the Admin area, go to the Configuration tab.
- Under User Interface, open Pages.
- Open Case Compare Page.
- Under Layouts, open Case Compare Followup (
case_compare_followup__v). - On the Case Compare Followup page, edit sections on the layout under Sections.
Customize Fields
Vault displays fields on the Inbox Item to Case Compare page, which you can compare between the current Inbox Item and the matched record, and the Case Version Compare page, which you can compare between different Case versions or Cases. To modify the fields considered for Case comparison on both these pages:
- On the Case Compare Followup page, under Sections, select the section with which you want to add or remove fields.
- Select Edit.
- Beside Fields, customize the fields for your business needs:
- To add a field, start typing the name to instantly filter fields, and then select the field from the dropdown list.
- To remove a field, select
. - To rearrange fields, drag and drop.
Fields appear in the same order on the layout.
- Select Save.
Layout Considerations
Consider the following information as you customize the Case Compare layout:
- You can add both custom and standard fields to the layout.
- Do not configure Reason Omitted fields on the layout.
- You cannot add the same field to multiple sections.
- Lookup and formula fields cannot be merged.
- You cannot add custom Case child object sections to the layout. Vault will copy any custom child records to the new Case version, though the custom child objects will not be visible on the Inbox Item to Case Compare page.
Note: Vault can only copy up to two (2) custom child objects and up to 100 records per custom child object to the new Case version.
Follow-Up Case Compare Security
The Case Compare layout adheres to Configuring Atomic Security for Objects to ensure users can only view and merge content for fields and objects that they have the appropriate access to.
If users are missing Read permissions at the field or object level, fields adhere to their default promote to follow-up behavior.
The audit log records the Follow-up Case compare updates as performed by Vault. Users must have access to the Case Compare Page in their Permission Set.