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Deanna Collia

Deanna Collia

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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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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 In instances where the Sales Rep does not have a contact record. In these cases, first create the case at the Org account levelit under the Organization.

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4

  • Populate the following fields

    • Associated Installer

    • Customer Request Type

    • Cutsomer Request Subtype

    • Case Description (include Jira ticket link)

      • Be as detailed as possible about the nature of the caseAdd links for any open Jira tickets directly pertaining to the case in the case

      • descriptionReason for contacting support

  • 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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5

  • Click on the case to open the case record

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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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7

  • 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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8

  • For installer cases that are related to a specific job in Engine

  • Navigate to the OPS phase of the job

  • Go to the milestone feed and leave a PRIVATE comment

    • Related Case (case number)

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Creating a case assignment - per SOP

Case assignments should NOT be created for the back-office team. The process is to unassigned unassign the case from yourself and reassign the back-office team for follow-up.

...

1

  • Once the case assignment has been created, navigate back to the Case by clicking the case hyperlink on the details page

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2

  • Reassign the case to the back office queue

    • Click the people icon next to the name in the Case Owner field

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3

  • Select Queues from the drop-down menu

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4

  • Search for the back-office queue

  • Click the ‘Change Owner’ icon

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5

  • 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.

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How to proceed if the Customer record is NOT in

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Salesforce and a Support Case is needed

If you encounter a scenario in which a new case is required for a Homeowner homeowner, but the customer does not appear in Sales Force you will Salesforce, follow the next steps:

Step

Action

Reference

1

  • Locate the Homeowner’s Org Name and search for the organization in Sales ForceSalesforce

Info

Make sure you are accessing from the Account Record Level

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2

  • Once in there, you will click on “New Case”

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3

  • Create the case by following the correct procedure

(Click Here)

4