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Table of Contents
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Creating a homeowner case

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  • From the contact record, click New Case

Cases should be created from the contact record.

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)

3

Note

Homeowner cases are only created under the contract

  • From the HO Account (1) the contract can be found either on the Related Quick List Links (2) or the Contracts section (3)

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3

  • From the contract record, click New Case

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4

  • Cases should always be created under the contract that pertains to the issue (most likely the active contract)

  • If the agent attempts to make a case on a contract that is either cancelled or pending cancellation, a warning panel will show up asking if this was the intended action.

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5

  • Populate the following fields

    • Contact Name

    • Customer Request Type

    • Cutsomer Request Subtype

    • Case Description

      • Be as detailed as possible about the nature of the case

      • Reason for contacting support

    • Associated Installer

    • Installer Contact Name

    • Case Source

  • Click Save

    • A new case is created under the customer’s contact record

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6

  • Click on the case to open the case record

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7

  • 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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8

  • 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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Changing the homeowner account associated with a case

If a user wants to change the homeowner account that's associated with a case, they will only be able to do so by changing the Homeowner Contract in the case.

Process

Reference

1

Locate the contract ID of the correct homeowner account the case needs to be associated with

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2

Navigate to the homeowner case that needs to be updated and click the X on the Homeowner Contract

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3

Paste the contract ID into the search bar and click Save

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4

The homeowner and property address will automatically be updated on the case.

Creating an installer case

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

Installer cases can be created under the account OR the contact record.

Note

If creating under the account, the agent must populate the installer contact (1) on the case. In instances where the Sales Rep does not have a contact record, first create it under the Organization.

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3

  • From the record, click New Case

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4

  • Populate the following fields

  • Associated Installer

  • Customer Request Type

  • Cutsomer Request Subtype

      • Contact Name (if created from the installer account)

      • Case Description

        • Be as detailed as possible about the nature of the case

        • Reason for contacting support

      • Customer Request Type

      • Customer Request Subtype

    • Click Save

      • A new case is created under the customer’s contact record

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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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    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

    ...

    1

    • If the case needs to be assigned to another department, click ‘New’ under the Case Assignments tab

      • Example - a customer requests to restore a contract and DP needs to complete the restoration.

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    2

    • Select the appropriate department from the pick list and click ‘Next’

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    3

    • Populate the required fields

      • Referral Reason

      • Referral Comments

      • Account Manager (Sales Only)

      • Sales Manager (Sales Only)

    • Click Save

    How to locate the Account Manager and Sales Manager for a Homeowner:

    Expand
    titleReference Images

    Navigate to the homeowner’s account page and click on the Parent Account (Org)

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    The AM and the Sales Manager are located on the details page:

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    4

    • 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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    ...