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. Cases are owned by Support. Case Assignments are created to assign a task to another internal team (DP, Resolution Specialist, Compliance, C&T, etc.)

Always search for existing cases for the same issue prior to creating a new one.

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

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

Creating a homeowner case

	Process	Reference
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	Click to view updated values
6	Click on the case to open the case record 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	Click to see the updated fields
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 The case owner will automatically default to the agent that created the case.

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.

	Process	Reference
1	Locate the contract ID of the correct homeowner account the case needs to be associated with
2	Navigate to the homeowner case that needs to be updated and click the X on the Homeowner Contract
3	Paste the contract ID into the search bar and click Save
4	The homeowner and property address will automatically be updated on the case.

Creating an installer case

	Process	Reference
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. 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.
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 The case owner will automatically default to the agent that created the case.
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)

Creating a case assignment - per SOP

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: Reference Images Navigate to the homeowner’s account page and click on the Parent Account (Org) The AM and the Sales Manager are located on the details page:
4	Once the case assignment has been created, navigate back to the Case by clicking the case hyperlink on the details page

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

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.