Setting Up Characteristic Types

As described under Additional Information, some of your cases may require additional information (in the form of characteristics). If this is true, you must set up the characteristic types before setting up the case types.

Refer to Setting Up To Do Types for instructions regarding a characteristic type that must be set up in order for the system to know the To Do entries that are associated with a case.

If you use the CSEN-CC algorithm to create customer contacts when a case enters a given state, you should set up a foreign-key characteristic type as follows:

• Its foreign key must reference the case table
• In addition, the characteristic type must reference a characteristic entity of Customer Contact