Creating and Assigning Cases

Step	Process	Reference
1	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
2	From the contact record, click New Case Cases should be created from the contact record. Do not create a case at the account level.
3	Populate the following fields Associated Installer Customer Request Type Case Description Detailed notes regarding the case Click Save A new case is created under the customer’s contact record
4	Click on the case to open the case record
5	The case record displays all of the information pertaining to the case, along with the date and time the case was created The case owner will automatically default to the agent that created the case.
6	If the case needs to be assigned to another department, click ‘New’ under the Case Assignments tab
7	Select the appropriate department from the pick list and click ‘Next’
8	Populate the required fields Referral Reason Referral Comments Account Manager (Sales Only) Sales Manager (Sales Only) Click Save
9	Once the case assignment has been created, navigate back to the Case by clicking the case hyperlink on the details page
10	Reassign the case to the back office queue Click the people icon next to the name in the Case Owner field
11	Select Queues from the drop down menu
12	Search for the back-office queue Click the ‘Change Owner’ icon
13	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.