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.

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

6

• Click on the case to open the case record

New pop

7

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

8

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

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.

3

• From the record, click New Case

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

5

• Click on the case to open the case record

6

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

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)

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.

2

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

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:

4

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

1

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

2

• Reassign the case to the back office queue

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

3

• Select Queues from the drop-down menu

4

• Search for the back-office queue

• Click the ‘Change Owner’ icon

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.

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:

    • Reason for update (e.g., status change, new information)

  • Pending Action Items:

    • Actions we are waiting for (e.g. Waiting for Omnidian to Reply)

  • Pending Action Owner:

    • Name of the Agent or Team responsible for the pending action (e.g. If the Pending Action Item is “Waiting for Omnidian to Reply” Then the Pending Action owner will be “Omnidian)

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