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.

How to proceed if the Customer record is NOT in Salesforce 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 Salesforce, follow the next steps:

Step

Action

1

Locate the Homeowner’s Org Name and search for the organization in Salesforce

Make sure you are accessing from the Account Record Level

2

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

3

Create the case by following the correct procedure

(Click Here)

Using the "Log Review" Feature

Step	Action
1	Access the "Log Review" Button Open a Homeowner Support or Installer Support case in Salesforce. Locate the "Log Review" button at the top of the case page or under case actions.
2	Launch the Log Review A pop-up screen will appear to log the review. The comments section will auto-populate with a text template for guidance: Current Status: Pending Action Items: Pending Action Owner: You may fill out this template or overwrite it with your own review comments.
3	Fill in the Comments field Provide detailed and concise updates on the case’s current status. Include any pending action items and their respective owners, if applicable Ensure your comments do not exceed 1000 characters: If you try to save comments longer than 1000 characters, a validation message will appear, preventing you from proceeding until the comment is shortened.
4	Save the Review Once the comments are complete, click Save to log the review. An Activity/Task will be created and visible in the case feed or activity tab. The task will have the following properties: Subject: Case Review Name: (Leave it Empty) Due Date: (Leave it Empty) Status: Completed Comments: Matches the input provided in the Comments field.
	The “Last Modified” Date on the case will be updated with the Same Date/Time that the activity was created
	Hidden fields are updated with the most recent review information
	If another user logs a new review, the fields above will be overwritten with the new information. Revision history for these fields will not be enabled. You can continue using Chatter to follow up by tagging the person (@person) The “Log Review” button lets users know the person responsible for resolving the case is regularly reviewing it
Possible Issues & Solutions