Page Comparison

• 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

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)

• From the contract record, click New Case

• 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.

• Populate the following fields

  • Contact Name

  • Customer Request Type = Primary Reason

  • 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

• Click on the case to open the case record

New pop

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

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

• 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

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

• From the record, click New Case

• 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 = Primary Reason

  • Customer Request Subtype = Secondary Reason

• Click Save

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

• Click on the case to open the case record

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

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

• 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)