Create a case from the Customer Service application

Customer service agents and agent managers can create a case from the Customer Service application.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

  1. Navigate to Customer Service > Cases > Create New.
  2. Fill in as many fields on the Create Case form as you can.
    Table 1. Create Case form (Customer Service application)
    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 company associated with this case.

    If you select a contact in the Contact field, this field is auto-filled if the account 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, this field is auto-filled if the associated product information is available in the asset record. A product may be associated with multiple assets.

    Asset The asset tag number or the serial number of the asset associated with this case.
    Partner Contact The name of the partner contact for this case.

    If you select a partner in the Partner field, the list of available partner contacts is based on this selection.

    Short description A brief description of the customer question, issue, or problem.
    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. This field displays all users with the sn_customerservice_manager and sn_customerservice_agent roles.

    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.

    If you selected an asset in the Asset field, the Contract field displays those contracts that include a line item for that asset.

    Entitlement The service entitlement associated with this case.

    The available entitlements are filtered by the settings in the Account, Contract, Product, Asset, and Channel fields.

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

    Partner The name of the partner for this case.
  3. Click Submit.
    If available, the following information is associated with a newly created case:
    • The name of the contact and the contact's company
    • The product and contract details
    • The SLA and entitlements

What to do next

Assign the case.