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Case records will be created anytime an issue is not resolved while on the interaction and follow-up is needed.
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If an interaction is resolved on the phone or chat, a case does not need to be created. |
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A case assignment is created when a case needs to be actioned by a boundary team, usually per SOP. |
Creating a case
Step | Process | Reference |
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1 | Navigate to the customer’s account (1) Click on the ‘Contacts’ tab (2) Select the customer associated with the case (3)
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An account can be an installer account (Org) or a homeowner account (primary signer) |
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2 | | Note |
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Cases should be created from the contact record. Do not create a case at the account level EXCEPT in scenarios where the Sales Rep does not have a contact record. In these cases, create the case at the Org account level. |
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3 | | Info |
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Search Jira for any open tickets pertaining to the case and link them in the Case Description field |
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If the case is for a Sales Rep with no contact record, list the Sales Rep’s name and email address in the case description. |
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6 | The case record displays all of the information pertaining to the case, along with the date and time the case was created The case owner will automatically default to the agent that created the case.
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