Amazon Connect Cases now supports conditionally required fields
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Amazon Connect Cases now supports conditionally required fields to enhance case management and data quality for contact center agents.
- Administrators can configure case templates with dynamic field requirements
- Agents are prompted to enter specific information based on case conditions
- Examples include:
- Providing "Close Reason" when closing a case
- Entering "Product Serial Number" for hardware issues
- Adding "Disposition Code" for system-generated cases
- Helps improve data capture, reporting, resolution tracking, and compliance
The feature aims to streamline case field population and reduce data entry errors for contact center agents.
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