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How to change Incident search report for Chat wrap-up?

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edited Nov 4, 2016 3:11PM in Communication Channels 2 comments

Content

Hi,

we use the option to let the Agent decide whether to create a new Incident, attach to an existing Incident or not create an Incident at all at the end of a Chat.

When they press wrap-up, the Incident search appears with only a reference-no. field. But we would like to have at least more search fields. How can we change the search report used at this point?

Best regards,

Clemens

Version

Service Cloud August 2015

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