How do I use the new Field Admin Console?

Once you have logged in, you can use the new Field Admin Console to effectively manage cases and customer knowledge bases (KBs) for your accounts. You can also edit your profile information.

Note: Field Admin Console features may vary based on account and user settings. Based on the permissions for your role, you may not be able to view or use the features described in this lesson.

View Field Admin Console

The Field Admin Console opens to the home page. From the home page, you can view cases assigned to you in the My Cases table [1]. To view an individual case, click the case number [2].

To create a new case, click the Create New Case button [3].

The Home page also displays outstanding knowledge base (KB) update requests in the KB Update Requests list [4].

To search the interface, enter your search terms in the field and click the Search button [5].

To return to the classic interface, click the Classic Interface link [6].

To view the Canvas Guides, click the Canvas Guides link [7].

Open User Menu

To open your User Menu, click your username.

View User Menu

View User Menu

From the User Menu, you can:

  • Return to the home page [1]
  • View your profile [2]
  • Manage settings [3]
  • View your account [4]
  • Create a new case [5]
  • Logout of the console [6]

View Profile

From your profile, you can view and edit profile information, including name, email, title, department, and contact information. To edit your profile, click the Edit button [1].

To edit your profile picture, click the Photo icon [2].

View Settings

From the Settings page, you can manage your password, language, timezone, locale and profile visibility.

To change your password, click the Change Password link [1].

To change your language, click the Language field [2]. To change your timezone, click the Timezone field [3]. To change your locale, click the Locale field [4].

In the Profile Visibility settings [5], you can manage who is able to see the information on your profile page. To customize visibility, click the drop-down menu that corresponds to your profile information [6]. Then select if the information is public, restricted to users who are logged in, or limited to members who created an account.


View Cases

To view your cases, click the Cases tab [1]. From the Cases page, you can manage cases in your account.

To view an individual case, click the case number [2].

View Macros

To view your account macros, click the Macros tab [1]. Macros allow field admins to create a list of changes that can be applied to cases in a single click.

To create a new macro, click the New button [2].

View Accounts

To view your accounts, click the Accounts tab [1]. By default, the Accounts page will display all accounts that you are authorized to view. To filter the accounts that display on the page, click the Filter icon [2]. To pin an account filter as the default view, click the Pin icon [3].

To view information for an account, click the name of the account [6].

View Customer KBs

To view customer KBs for your accounts, click the Customer KB tab.

View Reports

To view your Case Dashboard and reports, click the Case Dashboard & Reports tab [1].

From the Case Dashboard, you can view donut charts for case origin [2], case role [3], case status [4], Canvas component affected [5], associated JIRA tickets [6], and escalated level [7].

To view detailed reports for a dashboard item, click the View Report link [8].