What are two essential configuration steps required for a new case management implementation?

In a new case management implementation, configuring case status values is essential because it defines the various stages that a case can go through during its lifecycle. This configuration helps ensure that agents, managers, and other users can communicate effectively about the current state of each case, track progress, and manage workload efficiently. By setting up clear and relevant status options—such as “New,” “In Progress,” “Escalated,” or “Closed”—organizations can standardize how cases are handled and drive more effective case resolution.

Additionally, properly configured case statuses can enhance reporting capabilities, allowing team leaders to analyze case management trends, identify bottlenecks, and improve overall service delivery. By ensuring that case status values are tailored to the organization's processes and customer needs, the foundation for a successful case management system is laid.

The other options may be useful in different contexts but do not represent fundamental configurations necessary for case management. For instance, field tracking history might be valuable for auditing changes, but it is not a core aspect of case lifecycle management. Updating comments through a trigger adds complexity and is not essential for starting case management. Creating list views can help organize cases but is more of a user interface enhancement than a critical foundational configuration.