Creating and Assigning Cases

Background:

Case records will be created anytime an issue is not resolved while on the interaction and follow-up is needed.

If an interaction is resolved on the phone or chat, a case does not need to be created.

Creating a case

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 An account can be an installer account (Org) or a homeowner account (primary signer)
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 EXCEPT in scenarios where the Sales Rep does not have a contact record. In these cases, create the case at the Org account level.
3	Populate the following fields Associated Installer Customer Request Type Case Description (include Jira ticket link) Be as detailed as possible about the nature of the case Add links for any open Jira tickets directly pertaining to the case in the case description Click Save A new case is created under the customer’s contact record Search Jira for any open tickets pertaining to the case and link them in the Case Description field If the case is for a Sales Rep with no contact record, list the Sales Rep’s name and email address in the case description.
4	Click on the case to open the case record
6	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.

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
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
12	Search for the back-office queue Click the ‘Change Owner’ icon
4	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.