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Case Sections
Answer ID 4232   |   Last Review Date 11/26/2019

What are case sections?

Environment:

Mailings, Dynamic Content
Oracle Service Cloud, All versions

Resolution:

Case Sections can be added to your Outreach and Feedback content.  Case Sections will allow you to show by priority with different sections of content based on if the contact meets that segment criteria.  It will specify default content if the contact does match any of the conditional sections above the default in the case.  This is less confusing when using multiple conditional sections.

For example, you could create a case section that displays information to customers based on their location. The first conditional section within the case section might be specific to postal codes. If none match, the next conditional section could be more general, such as states. If neither match, then the default section (if present) would display.

From the Toolbox - Dynamic Content section, select Case Section


To insert a case section:

  1. Click the Case Section button. The case section displays.
  2. Double-click in the Conditional Section header to add your segment. See To insert a conditional section. For more information on Conditional Sections refer to Answer ID 1935: Conditional sections included in mailings
  3. If you want to add another conditional statement to your case section, repeat step 2.
  4. If you want to add content to the Default section, type it in the field below the default section header.

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