Versions Compared

Version Old Version 17 New Version Current
Changes made by

Deanna Collia

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

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.)

...

Info

A case assignment is created when a case needs to be actioned by a boundary team, usually per SOP.

Table of Contents
stylenone

Creating a case

...

Step

...

Process

...

...

Table of Content:

...

Creating a homeowner case:

Step

Action

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)

image-20240605-013335.pngImage Removed

3

  • From the contact record, click New Case

NoteCases should be created from the contact record

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)

image-20241028-171654.pngImage Added

3

  • From the contract record, click New Case

image-20241028-171730.pngImage Added

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.

image-20241028-171937.pngImage Added

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

image-20241028-172353.pngImage Added

Expand
titleClick to view updated values
image-20241126-170742.pngImage Added

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

image-20241126-175907.pngImage Added

image-20241126-181304.pngImage Added

image-20241126-180912.pngImage Added

image-20240605-014722.pngImage Added

7

  • 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.pngImage Added

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.pngImage Added

...

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.

Step

Action

1

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

image-20241028-180027.pngImage Added

2

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

image-20241028-175635.pngImage Added

3

  • Paste the contract ID into the search bar and click Save

image-20241028-180049.pngImage Added

4

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

...

Creating an installer case:

Step

Action

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.

image-20241028-174325.pngImage Added

image-20241028-174253.pngImage Added

3

  • From the record, click New Case

image-20240605-013616.pngImage Modified

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 = Primary Reason

      • Customer Request Subtype = Secondary Reason

    • Click Save

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

    image-20240605-014142.pngImage Removed

    image-20241028-172915.pngImage Added

    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.pngImage Modified

    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.pngImage Modified

    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)

    image-20240926-130927.pngImage Modified

    ...

    Creating a case assignment

    ...

    :

    Step

    Action

    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.

    image-20240605-015141.pngImage Modified

    2

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

    image-20240605-015322.pngImage Modified

    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)

    image-20240828-195956.pngImage Modified

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

    image-20240828-200040.pngImage Modified

    image-20240605-015559.pngImage Modified

    4

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

    image-20240605-015826.pngImage Modified

    Panel
    panelIconIdatlassian-warning
    panelIcon:warning:
    bgColor#FFEBE6

    NOTE: If a Case Assignment to a Resolution Specialist is rejected or returned, the case owner should close the case, making sure to also change the Closed Reason to "Case Voided" before clicking "Save"

    		image-20250106-141331.pngImage Added

    ...

    If you need to follow up on a Case Assignment that is being handled by another team or department, you can tag the following people in the chatter for a quick response:

    • If there’s still no reply within 48 hours tag Mark Fredericks to follow up with them

    Sales

    • Paige Barry or Chad Dahlgren

    Risk

    • Alexandru Bodea and Daniella Mafe

    Revenue Protection

    • Ashlyn Brulato and Alexis Simmons

    Operations and Maintenance (O&M)

    For Omnidian:

    • David Ellis or Frank Lorch

    For Workout Plans:

    • Jose Hernandez

    Compliance

    • Elizabeth McGinley and Ayoub Ziani

    Legal

    • Giancarlo (Gian) Olano and Jillian Wheatley

    ...

    Assigning a case to the back-office queue (frontline agents):

    Please remember that if a case needs to be assigned to the Back Office Team due to an escalation, you must follow this procedure (Click Here)

    Step

    Action

    1

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

    image-20240605-015826.pngImage Modified

    2

    • Reassign the case to the back office queue

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

    image-20240605-015946.pngImage Modified

    3

    • Select Queues from the drop-down menu

    image-20240605-020029.pngImage Modified

    4

    • Search for the back-office queue

    • Click the ‘Change Owner’ icon

    image-20240605-020203.pngImage Modified

    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.

    image-20240605-020313.pngImage Modified

    ...

    How to proceed if the Customer record is NOT in Salesforce and a Support Case is needed

    If you encounter a scenario in which a new case is required for a homeowner, but the customer does not appear in Salesforce, follow the next steps:

    Reference

    Step

    Action

    1

    • Locate the Homeowner’s Org Name and search for the organization in Salesforce

    Info

    Make sure you are accessing from the Account Record Level

    image-20240730-210100.png

    2

    • Once in there, you will click on “New Case”

    image-20240730-210337.png

    3

    • Create the case by following the correct procedure

    (Click Here)

    ...

    Using the "Log Review" Feature:

    Note

    ONLY CASE OWNERS SHOULD BE UPDATING CASES BY USING THE “LOG REVIEW”

    • The “Log Review” Task has been designed to be used only by the agent or teams assigned to the actual case

    IF you are NOT the Case Owner you can still use the chatter option if a follow-up is needed.

    • For example:

      • If you want to contact someone working on the case or leave a comment for a specific person, just use the "@" symbol followed by their name (@person).

      • But If you're the Case Owner and need to provide an update, you must log a review to update the "Last Modified" field for tracking purposes

    Step

    Action

    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.

    		image-20241129-205009.pngImage Added

    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)

    Info

    You may fill out this template or overwrite it with your own review comments.

    image-20241129-205344.pngImage Added

    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

    Info

    Ensure your comments do not exceed 1000 characters:

    • If you try to save comments longer than 1000 characters, a validation message will appear, preventing you from proceeding until the comment is shortened.

    image-20241202-144442.pngImage Added

    4

    Save the Review

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

    Info

    An Activity/Task will be created and visible in the case feed or activity tab.

    The task will have the following properties:

    1. Subject: Case Review

    2. Name: (Leave it Empty)

    3. Due Date: (Leave it Empty)

    4. Status: Completed

    5. Comments: Matches the input provided in the Comments field.

    image-20241202-145653.pngImage Added

    • The “Last Modified” Date on the case will be updated with the Same Date/Time that the activity was created

    image-20241125-174344.pngImage Added

    • Hidden fields are updated with the most recent review information

    image-20241202-145809.pngImage Added

    Note

    If another user logs a new review, the fields above will be overwritten with the new information. Revision history for these fields will not be enabled.

    Note

    You can continue using Chatter to follow up by tagging the person (@person)

    • The “Log Review” button lets users know the person responsible for resolving the case is regularly reviewing it

    Possible Issues & Solutions

    image-20241202-150040.pngImage Added