This will bring up the contact record for the customer
Info
An account can be an installer account (Org) or a homeowner account (primary signer)
2
From the contact record, click New Case
Note
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.
3
Populate the following fields
Associated Installer
Customer Request Type
Case Description (include Jira ticket link)
Be as detailed as possible about the nature of the case
Add links for any open Jira tickets directly pertaining to the case in the case description
Click Save
A new case is created under the customer’s contact record
Info
Search Jira for any open tickets pertaining to the case and link them in the Case Description field
Info
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.
4
Click on the case to open the case record
5
If applicable, upload any pertinent documents directly to the case by clicking on the ‘Related’ tab and uploading files or drag and drop
Image Added
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.
...
1
Once the case assignment has been created, navigate back to the Case by clicking the case hyperlink on the details page
2
Reassign the case to the back office queue
Click the people icon next to the name in the Case Owner field
3
Select Queues from the drop-down menu
124
Search for the back-office queue
Click the ‘Change Owner’ icon
45
The Case Owner will be updated to the Back-Office Task Queue
The back-office team will pick up the case and complete the tasks associated with it.
