Customer service case form

The Case form displays detailed information about a customer issue or problem.

There are two different views of the Case form: a detailed view that is available to agents and agent managers and a simplified view that is available to external customers.

Agent view

The agent view of the Case form includes the following components:
  • A timeline that provides a visual display of case activities.
  • Referenced entities for the case including account and contact information, product and asset information, service contract and service entitlement details, and any pertinent SLAs. With the exception of SLAs, this information already exists in the system and can be associated with the case by the agent or agent manager.
  • All communication about the case, both external and internal. This information is stored in the Additional comments field (external communication), the Work notes field (internal communication), the Close notes field, which stores details about the case resolution, and the Activity field, which stores all communication in a chronological list.
Agents and managers can view a Case form by navigating to Customer Support > Cases and selecting one of the following menu options:
  • My Cases
  • All
  • Open
  • Unassigned

From the Case list, click a case number to display the Case form.

Figure 1. Customer Service Case form (agent view)
Table 1. Customer Service Case form (agent view)
Field Description
Number The automatically assigned case number.
Channel The method by which the customer initiated contact and the case was opened.
  • Web (default)
  • Phone
  • Email
  • Chat
Account The name of the contact's company. This field is filled in automatically if the information is available in the contact record.
Contact The name of the customer contact for this case.
Product The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

If you select an asset in the Asset field and the asset has an associated product, the Product field is automatically updated. A product can be associated with multiple assets.

Asset The asset tag number or the serial number of the asset involved in this case.
Partner Contact The name of the partner contact for this case.
Short description A brief description of the issue or problem.
Opened The date and time that the case was opened.
Priority The assigned priority:
  • 1 - Critical
  • 2 - High
  • 3 - Moderate
  • 4 - Low (default)
Assignment group The assigned customer service agent group.
Assigned to The assigned agent. If a group is selected in the Assignment group field, the assigned agent must belong to this group.
Contract The contract number associated with this case.
Entitlement The entitlement associated with this case. The entitlements available for selection in the reference list are those whose channel matches the case creation channel. The available entitlements are further filtered by the settings in the Account, Contract, Product, Asset fields.

If only one entitlement is available for this case, it is automatically added to the Entitlement field.

Partner The name of the partner company.
Notes
Watch list A list of users who subscribe to notifications for this case. Emails are sent to these users when:
  • Information is added to the Additional Comments field.
  • The state of a case is changed to Resolved or Closed.
Work notes list A list of users who subscribe to non-public comments for this case. Emails are sent to these users when information is added to the Work notes field.
Additional comments Customer-viewable comments. Each comment is inserted into the Activity field when the user clicks the Post button.

This field toggles with the Work notes field when the Work notes check box is disabled.

Work notes Comments that are viewable by the admin, agent, and agent manager. Each comment is inserted into the Activity field when the user clicks the Post button.

This field toggles with the Additional comments field when the Work notes check box is enabled.

Activity Records all activity associated with this case.
Closure Information
Closed by The name of the user who closed the case.
Closed The date and time that the case was closed.
Close notes Details about how the case was closed. This field is mandatory if a customer service agent or agent manager closes a case. It is not mandatory if a customer closes a case.
Related Lists
SLAs A list of service level agreements associated with this case.
Tasks A list of tasks associated with this case that the customer service agent or agent manager creates. Any change in the state of a task is recorded in the case Activity field.

To create a new task, click New and fill in the fields on the Task form. Then click Submit. The task appears in the Tasks related list and a task creation message is recorded in the Activity field.

Phone A list of incoming and outgoing phone calls associated with this case.
Appointments A list of appointments associated with this case. The customer service agent or agent manager can schedule appointments with anyone inside the company or with the customer.

To create a new appointment, click New and fill out the fields on the Appointment form. Then click Submit. The appointment appears in the Appointments related list and an appointment creation message is recorded in the Activity field.

The user selected in the To field receives an email with the appointment information and the appointment is visible to the customer on the Case form.

Emails A list of emails associated with this case. The customer service agent or agent manager can send email from within the case. A change in the state of the case triggers an automatic email to be sent to the customer.

To create a new email, click New Email. The email address and subject are filled in automatically. Write the email content, add any additional addresses, and click Send.

Related Cases A list of cases that have been opened for this company or this contact. The Case field is a composite field with the case number providing a link to the related case.

To create a new case from this related list, click New and fill out the fields on the Case form. Then click Submit.

Problems A list of problems related to this case.
Wm Orders A list of work orders related to this case.

Customer view

Customers can view a Case form by clicking My Cases on the customer portal and then clicking a case number from their Case list.

Figure 2. Customer service Case form (customer view)
Table 2. Customer service Case form (customer view)
Field Description
Number The automatically assigned case number.
Contact The name of the customer contact for this case.
Company The name of the contact's company.
Product The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).
Asset The asset tag number or the serial number of the asset involved in this case.
Short description A brief description of the issue or problem.

Customer service case process flow formatter

The process flow formatter indicates the current state of a case at the top of a Case form that is viewed from the customer portal.

The process flow formatter highlights the current state of the case with a blue line and checks off the states that a case has passed through. For customers viewing a case from the customer portal, the following states are displayed:
  • New
  • Open
  • Resolved
  • Closed
Figure 3. Process flow formatter
Process flow formatter for customer service cases

Customer service case form related lists

The Case form includes a number of related lists that store case information and that agents can use to perform case-related tasks.

Table 3. Customer service case form related lists
Related List Description
SLAs The service level agreements that are associated with this case.
Tasks Tasks that have been created for this case. These tasks are completed by the customer service agent or other employees within the agent's organization.
Phone The case phone log; a list of phone calls that are made or received as part of resolving this case.
Appointments Appointments that the customer service agent makes with the customer or others as part of resolving this case.
Emails The case email log: a list of the emails that are sent or received as part of resolving this case. Customer contacts can create and update cases by email as well as receive updates from customer service agents. Agents can send updates and inquiries to customers or other employees.
Related Cases A list of cases created for the same account or contact.
Problems A list of problems related to this case.
Work Orders A list of work orders created for this case.

Customer service case states

A customer service case can be in one of several states.

Table 4. Customer service case states
Term Definition
New The initial state for a new case, which is created through any one of the channels—customer portal, email, chat, or telephone—or from the Customer Service application.
Actions the agent can take:
  • Assign to me: the case is assigned to the agent and the state changes to Open.
  • Accept: if assigned by the customer service manager, the agent accepts the case and the state changes to Open.
  • Update: updates the case.
  • Close Case: closes the case.
  • Delete: deletes the case.
Actions the customer can take:
  • Update: updates the case.
  • Close Case: closes the case
Open The case is assigned to an agent and the agent clicks Accept or an agent opens a case and clicks Assign to me. Both of these actions change the state from New to Open.
Actions the agent can take:
  • Update: updates the case.
  • Request Info: the agent requests additional information from the customer. The state changes to Awaiting Info.
  • Propose Solution: the agent proposes a solution for the case. The state changes to Resolved.
  • Close Case: closes the case.
  • Delete: deletes the case.
Awaiting Info An agent clicks Request Info, changing the state from Open to Awaiting Info.
Actions the agent can take:
  • Open Case: changes the state back to Open.
  • Update: updates the case
  • Close Case: closes the case.
  • Delete: deletes the case.
Actions the customer can take:
  • Update: once the customer updates the case, the state changes to Open.
  • Close Case: closes the case.
Resolved An agent provides information in a close note and clicks Propose Solution, changing the state from Awaiting Info to Resolved.
Actions the agent can take:
  • Update: updates the case
  • Close Case: closes the case.
Actions the customer can take:
  • Accept Solution: the customer accepts the solution proposed by the agent. The state changes to Closed and a survey is displayed.
  • Reject Solution: the customer rejects the solution proposed by the agent and the state changes to Open.
  • Delete: deletes the case.
Closed After proposing a solution, an agent waits for the customer to respond.
  • If the customer clicks Accept Solution, the state changes from Resolved to Closed.
  • If the customer clicks Reject Solution, the state changes from Resolved to Open.

An agent, agent manager, or a customer can close a case at any time, except when it is in the Resolved state, when only a customer can accept or reject the proposed solution.

When an agent or agent manager closes a case, details must be included in the Close notes. This is not required when a customer closes a case.

A case cannot be updated once it is closed.

Customer service cases list

The Cases list displays a list of customer service cases for the current user.

The default view of the Cases list is displayed for users with the sn_customerservice_agent, sn_customerservice_manager, or admin roles. The default information includes the following columns:
  • Case
  • Contact
  • Account
  • Channel
  • State
  • Priority
  • Assigned to
  • Updated
External customers can view a list of cases from the customer portal. For external users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the Cases list displays a subset of case information, including:
  • Case
  • Product
  • Priority
  • State
  • Updated
For external users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.
The cases included in this list are determined by user role.
User Role Cases Included in Case List
sn_customerservice_admin, sn_customerservice_manager, sn_customerservice_agent All cases
sn_customerservice.customer
  • Cases opened by the customer
  • Cases opened by an agent for the customer
  • Cases opened for the same account as the customer's account
sn_customerservice.customer_admin Cases opened for the same account as the customer admin's account
sn_customerservice.partner
  • Cases opened by the partner
  • Cases opened by an agent for the partner
  • Cases opened for the same account
  • Cases opened from a partner account
sn_customerservice.partner_admin
  • Cases opened for the same account
  • Cases opened for the partner admin's account