Adding Checklists to your Case Categories is a great way to make sure nothing slips through the cracks. Whether you’re handling repairs, returns, or customer queries, a checklist keeps everyone on track. Don’t worry, it’s easier than it sounds!
✅ Checklists: What It Does
Checklists let you:
Ensure all required steps for a case are completed ✅
Keep your team consistent and efficient
Reduce errors and forgotten tasks
Think of it as a helpful “to-do” list that sits right inside your case.
🌟 Quick Tips
Keep steps short and clear. One action per step works best.
Review your checklist periodically—processes change, and your checklist should too.
Use checklists for any recurring case types, like returns, repairs, or lost handsets.
Permissions
You’ll need access to Settings in Layer.
👉 If you don’t have access to the Settings tab, ask your Layer administrator to grant access.
How to Set Up a Checklist
Step 1 – Find Your Case Categories
Click Settings at the top of your screen.
Under the Service section, select Case Categories.
You’ll now see a list of your main case categories.
Step 2 – Choose the Case Category
Click the arrow next to the main category to see its sub-categories.
Select the sub-category you want to add a checklist to (for example, Handset Repairs).
Step 3 – Add Your Checklist Steps
Click the Check List Steps tab.
To create a new step, click + New Step.
Type your step into the Value field and click the tick to save.
Repeat until all steps are added.
💡 Pro tip: Decide the order of your steps before adding them. This keeps the checklist logical and easy to follow.
Step 4 – Edit or Reorder Steps
To change a step, click the pencil icon, make your edits, then click the tick to save.
To reorder, use the arrow buttons to move steps up or down.
Don’t forget to click Save at the bottom once everything is in place.
👀 Checking Your Checklist
To make sure your checklist is working:
Create a new case using the category you just set up.
Open the case and go to the Check Lists tab.
You’ll see all your checklist items under Not Started.
Now you can see your steps in action and ensure everything flows smoothly.
Users with access to Settings should access:
Settings - Case Categories
This will take you to the Case Category Admin view.
This tool allows you to edit the properties of a case category or subcategory.
Here we expand a top-level category to access the sub-categories:
Click on a subcategory name, then the Check List Steps tab.
Here you can add, edit, remove and reorder steps.
