--- title: "Enhancements to Local CRM" slug: "enhancements-to-local-crm" updated: 2026-07-23T10:07:08Z published: 2026-07-23T10:07:08Z canonical: "help.8x8.com/enhancements-to-local-crm" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Enhancements to Local CRM We have introduced some changes to the **Local CRM** in **(Undefined variable: 8x8VariablesSet.AgtConsole)** to enhance your experience. **Ability to Access the List of Follow-up Records** From a customer record, you can click the **switch to unitary view** and see the list of follow-up records for the case. This helps you find records quickly. - View the list of follow-up records for the case. - Click a list item to view the details of each follow-up record. - Click **Show follow-ups** link to reply to a particular follow-up record. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_ExpandableFollowUp.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) **Improved Navigation by Displaying Case ID** During an inbound email interaction from a customer, the **screen pop** tab that presents the email, displays the case number and customer name. If you have multiple emails opened in tabs, it helps you navigate better. Prior to this release, the tab showed the transaction ID. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/LcoalCRMEnhancements02.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) **Ability to View the Email Fields: To, Cc, Bcc, and View Source from the Customers tab** If a case is created as a result of an incoming email through the email channel, you are able to see **To**, **CC**, **BCC**, and **View source** fields in the details. This enhancement enables the agent to know who is included in the email while still in the Customers tab. Prior to this release, the agent had to click the Reply button to find this information. **To view the email fields and source of email**: 1. In the **(Undefined variable: 8x8VariablesSet.AgtConsole)** go to **Customers** tab. 2. Select a customer and open **Case** to see the list of cases. 3. Highlight a case from the list and select **Switch to unitary view**. It opens the case details and shows **To**, **CC**, **BCC**, and **View source**. 4. Click **View source** to see the email protocol routing. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_visibleEmailFields.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) You can see one case at a time. Use the pagination tools to navigate to other cases. 5. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_IconExpand_25x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) to see the entire content. **Ability to Access the Case Attachments in a Central Location** The agents can now view the attachments from the case or follow-up view. Prior to this release, each attachment associated with a case or a follow-up record could be accessed by opening the respective case. With this enhancement, the Attachment tab provides a consolidated access to all attachments related to a case and follow-ups belonging to the case. **Benefits:** - Ability to sort attachments by name or by date. - Ability to filter attachments by case or follow-up records. **To view the attachments:** 1. In the **(Undefined variable: 8x8VariablesSet.AgtConsole)** go to **Cases** tab and open a case. 2. Open the **Attachment**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/LocalCRMAttachment.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) - Click **From Case** to view only attachments associated with a case. - Click **From Follow-ups** to view only attachments associated with all follow-up records for the case. - Click **All** to view all attachments associated with the case including the follow-up records. 3. Click the desired attachment to download the file. **The Customer Name and Account Number Appear as a Link in the Title** The customer name and account number are moved from the details content to its title and appear as a link to open the customer view. To view the customer name and account number, click on any customer record in the **Customers** tab. The customer last name, first name, and account number appear as a link in title. This enhancement also helps with the navigation back to the Customer's information page from the Case window. **Back to Customer** button is another way to navigate to the a customer's information page. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_BeforeCutomerDetailsLink.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_CutomerDetailsLink.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) **Improved Case Pagination in Unitary View** The unitary view pagination shows the case number/ total of cases. To view the case number and total of cases, click on any customer record in the **Customer** tab. Select **Switch to unitary view**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_CasePagnation.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) **Expandable Case View and Follow-Up View** The case view and follow-up view description and comment pane can be expanded. It avoids unnecessary blank spaces and content being pushed below the fold. Prior to this release, if a case or follow-up record had long description, you had to scroll down to view the content, with this enhancement, the description and comment panes appear truncated/hidden with an expandable link. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_IconExpand_25x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) to expand. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_ExpandableDetailPage01(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) **Enhanced Navigation by Adding a Back Button to the Top of the Page** Adding a **Back to Customer** button to the top of the page in Customer, Case and Task tabs improves navigation among CRM records. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_BackButton.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) **Ability to View Case ID Instead of Transaction ID in the Email Tab** The **screen pop** tab header now displays the case ID instead of the Transaction ID that helps agents identify the cases quickly. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_EmailTabCaseID.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D) **The Ability to Change the Columns Order in Cases, Customers and Tasks Result Page** The users can configure the columns order in cases, customers and tasks result page to have them in desired order. To change the order, select and drag the column to the desired location. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CRM_CnfgColumnOrder.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A38Z&se=2026-11-03T23%3A19%3A38Z&sr=c&sp=r&sig=n2RvFkWuRgxqEIygVs1QHc%2BbdYi4Yx7rWVSM%2FDDk4nA%3D)