The following describes a functionality that is implemented in the system.
| User Story ID | 11850 |
| User Story Name | Enhanced Recent Cases Visibility in Account and Contact 360 Views |
| Overview | The Recent Cases section in the Account and Contact 360 views has been enhanced to provide service agents with a more complete and contextual understanding of case history. These improvements expand case classification visibility, include inactive cases for historical reference, and ensure that all relevant cases associated with a Contact are displayed, supporting more informed analysis and follow-up. |
| How to Use it | The Recent Cases section in the Account and Contact 360 views now shows additional case details and a complete case history. Category and Subcategory are displayed next to the Case Number, inactive cases are included for reference, and all cases related to a Contact, either as Customer or Primary Contact, are visible automatically. |