Creating and Assigning Cases

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

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

• Search for any open Jira tickets for the same issue

• If an open ticket exists:

  • Copy and paste the ticket link into the feed at the case level

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

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.