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)

3

• From the contract record, click New Case

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

  • 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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title Click to view updated values
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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

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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.

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.

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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 = Primary Reason

  • Customer Request Subtype = Secondary Reason

• 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

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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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:

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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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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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1

Access the "Log Review" Button

• Open a Homeowner Support or Installer Support case in Salesforce.

• Locate the "Log Review" button at the top of the case page or under case actions.

2

Launch the Log Review

• A pop-up screen will appear to log the review.

• The comments section will auto-populate with a text template for guidance:

Current Status:
Pending Action Items:
Pending Action Owner:

3

Fill in the Comments field

• Provide detailed and concise updates on the case’s current status.

• Include any pending action items and their respective owners, if applicable

4

Save the Review

• Once the comments are complete, click Save to log the review.

Possible Issues & Solutions