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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 case

Step

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

  • 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)

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3

  • 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.

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4

  • 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.

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5

  • Click on the case to open the case record

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6

  • If applicable, upload any pertinent documents directly to the case by clicking on the ‘Related’ tab and uploading files or drag and drop

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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.

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  • Make sure to select a “Customer Request Subtype” Option from the highlighted field

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Creating a case assignment - per SOP

Case assignments should NOT be created for the back-office team. The process is to unassigned the case from yourself and reassign the back-office team for follow-up.

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.

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2

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

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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)

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

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4

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

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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

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2

  • Reassign the case to the back office queue

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

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3

  • Select Queues from the drop-down menu

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4

  • Search for the back-office queue

  • Click the ‘Change Owner’ icon

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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.

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How to proceed if the Customer is NOT in Sales Force record 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 Sales Force you will follow the next steps:

Step

Action

Reference

1

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

Make sure you are accessing from the Account Record Level

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2

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

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3

  • Create the case by following the correct procedure

(Click Here)

4

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