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.

Table of Content:

Creating a homeowner case:

Step

Action

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)

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3

  • From the contract record, click New Case

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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.

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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

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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

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7

  • 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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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.

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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.

Step

Action

1

  • Locate the contract ID of the correct homeowner account the case needs to be associated with

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2

  • Navigate to the homeowner case that needs to be updated and click the X on the Homeowner Contract

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3

  • Paste the contract ID into the search bar and click Save

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4

  • The homeowner and property address will automatically be updated on the case.

Creating an installer case:

Step

Action

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.

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3

  • From the record, click New Case

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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

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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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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)

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Creating a case assignment:

Step

Action

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:

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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NOTE: If a Case Assignment to a Resolution Specialist is rejected or returned, the case owner should close the case, making sure to also change the Closed Reason to "Case Voided" before clicking "Save"

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note

If you need to follow up on a Case Assignment that is being handled by another team or department, you can tag the following people in the chatter for a quick response:

If you need to follow up on a Case Assignment that is being handled by another team or department, you can tag the following people in the chatter for a quick response:

  • If there’s still no reply within 48 hours tag Mark Fredericks to follow up with them

Sales

  • Paige Barry or Chad Dahlgren

Risk

  • Alexandru Bodea and Daniella Mafe

Revenue Protection

  • Ashlyn Brulato and Alexis Simmons

Operations and Maintenance (O&M)

For Omnidian:

  • David Ellis or Frank Lorch

For Workout Plans:

  • Jose Hernandez

Compliance

  • Elizabeth McGinley and Ayoub Ziani

Legal

  • Giancarlo (Gian) Olano and Jillian Wheatley

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

note

Please remember that if a case needs to be assigned to the Back Office Team due to an escalation, you must follow this procedure (Click Here)

Please remember that if a case needs to be assigned to the Back Office Team due to an escalation, you must follow this procedure (Click Here)

Step

Action

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

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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

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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)

Using the "Log Review" Feature:

ONLY CASE OWNERS SHOULD BE UPDATING CASES BY USING THE “LOG REVIEW”

  • The “Log Review” Task has been designed to be used only by the agent or teams assigned to the actual case

note

IF you are NOT the Case Owner you can still use the chatter option if a follow-up is needed.

  • For example:

    • If you want to contact someone working on the case or leave a comment for a specific person, just use the "@" symbol followed by their name (@person).

    • But If you're the Case Owner and need to provide an update, you must log a review to update the "Last Modified" field for tracking purposes

IF you are NOT the Case Owner you can still use the chatter option if a follow-up is needed.

  • For example:

    • If you want to contact someone working on the case or leave a comment for a specific person, just use the "@" symbol followed by their name (@person).

    • But If you're the Case Owner and need to provide an update, you must log a review to update the "Last Modified" field for tracking purposes

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.

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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:

      • Reason for update (e.g., status change, new information)

    • Pending Action Items:

      • Actions we are waiting for (e.g. Waiting for Omnidian to Reply)

    • Pending Action Owner:

      • Name of the Agent or Team responsible for the pending action (e.g. If the Pending Action Item is “Waiting for Omnidian to Reply” Then the Pending Action owner will be “Omnidian)

You may fill out this template or overwrite it with your own review comments.

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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.

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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:

  1. Subject: Case Review

  2. Name: (Leave it Empty)

  3. Due Date: (Leave it Empty)

  4. Status: Completed

  5. Comments: Matches the input provided in the Comments field.

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note

  • The “Last Modified” Date on the case will be updated with the Same Date/Time that the activity was created

  • The “Last Modified” Date on the case will be updated with the Same Date/Time that the activity was created

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note

  • Hidden fields are updated with the most recent review information

  • Hidden fields are updated with the most recent review information

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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

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