Working a Case in Salesforce

Background:

Cases will be managed by the person assigned to the case (usually a back-office team member).

Frontline agents will create cases and assign them to a back-office queue. Back-office team members will be required to self-assign and work cases from the queue.

1 Self-assigning cases
2 Case Statuses
3 Internal communications regarding a case

Self-assigning cases

Process	Reference

Process	Reference
From the service console, click the drop-down menu and select cases
Select Back Office Task Queue Homeowner OR Installer
A list of open, unassigned cases will populate. The list can be sorted by any column clicking on the column. Cases should be worked from oldest to newest unless marked high priority.
Open the case by clicking on the case number link
Modify the case owner by clicking on the people icon
Cases can be assigned to a user or a queue by hovering over the drop-down next to the search field
Populate the user field with your name and click the change owner button
The case is now assigned to you and will be populated in your Salesforce dashboard. See Accessing Support Dashboards in Salesforce

Case Statuses

Status	Definition

Status	Definition
New	The case was created but has no associated case assignment with it. This case needs to be actioned by the back-office team.
In Progress - Awaiting Customer Support	The case needs to be actioned by Support. This status is updated when a case assignment from a boundary team is closed.
In Progress - Awaiting Customer Response	The back-office agent assigned to the case will use this status when they are waiting for a reply from a customer to be able to move forward with a case.
In Progress - Internal Referral	The case has been created and a case assignment has been created and assigned to a boundary team. This case is awaiting an action from the boundary team. These cases should be monitored for resolution.
Closed	The case has been closed. A case can only be closed once all associated case assignments have been closed. If a case is closed, it can only be reopened once within 6 hours of closing. After that, a new case will need to be created.

Internal communications regarding a case

All internal communications regarding a case will be completed by posting a comment in the Chatter/Feed section of the Case.

Make sure you are on the case tab and not the account tab

Navigate to the Feed and select the Post tab.
If a specific person needs to be notified, use the @ symbol plus their name in the post.
Leave the comment and click Share

The bell icon will indicate new notifications. Comments left on a feed will NOT change the status of a case in a dashboard.

Once all case assignments are completed and closed, the Case status will be updated to ‘In Progress - Awaiting Customer Support’

Once all of the work is complete for a case, the case can be closed.

Update the case status to Closed
Select the Closed Reason from the drop-down menu
Enter case closure notes
- Be specific - notes should contain the outcome of the case and any decisions that were made.
Click Save

The closed case will display the date and time closed as well as the case age.