To make changes to the call screen fields:
- Navigate to Configuration Records and open "Call Screen Field Configuration" (in the "KORE" section).
- Select a module (Ticketing, Sponsorship, or Suites).
- Choose whether to configure fields for an opportunity or a case.
- Ensure "Set Field Visibility/Requirements" is selected.
- Choose what status of the opportunity or case this should apply to.
As you chose which fields to show, you must also mark them required or optional. Click either of the save options to make sure the changes take effect. In addition, the values for these fields are controlled from Salesforce or Dynamics changes on the native TSO records.