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Deanna Collia

Sarah Jane Salvatierra

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Background:

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.)

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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

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 = Primary Reason

    • Cutsomer Customer Request Subtype = Secondary Reason

    • 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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Expand
titleClick to view updated values
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6

  • Click on the case to open the case record

Info

A pop-up page with a clickable link appears when a new case is created.

  • Referral Reason = CA Primary Reason

  • Referral Subtype = CA Secondary Reason

New pop

Expand
titleClick to see the updated fields

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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.

image-20241028-172454.png

...

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

    • 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

image-20241028-172915.png

5

  • Click on the case to open the case record

image-20240605-014722.pngImage Modified

6

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

image-20240621-193944.png

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.

image-20240702-155537.png

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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