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Rafael Gonzalez

Deanna Collia

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Case records will be created anytime an issue is not resolved while on the interaction and follow-up is needed. Cases are owned by Support. Case Assignments are created to assign a task to another internal team (DP, Resolution Specialist, Compliance, C&T, etc.)

Note

Always search for existing cases for the same issue prior to creating a new one.

Info

If an interaction is resolved on the phone or chat, a case does not need to be created.

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Creating a case

Step

Process

Reference

1

  • Does a case exist for the current issue?

If YES:

  • Leave a note on the case with details of the interaction

  • Notify the case owner by @'ing them in the feed

  • STOP

If NO:

  • Proceed to step 2

2

  • Navigate to the customer’s account (1)

  • Click on the ‘Contacts’ tab (2)

  • Select the customer associated with the case (3)

    • 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)

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2

3

  • 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.

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3

4

  • 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.

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45

  • Click on the case to open the case record

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5

6

  • If applicable, upload any pertinent documents directly to the case by clicking on the ‘Related’ tab and uploading files or drag and drop

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  • The case record displays all of the information pertaining to the case, along with the date and time the case was created

Info

The case owner will automatically default to the agent that created the case.

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  • Make sure to select a “Customer Request Subtype” Option from the highlighted field

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