Customer service case form

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

There are two different versions of the Case form: a detailed view that is available to agents and agent managers in the Customer Service Management application and a simplified view that is available to external customers from the Customer Service Portal.

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)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
  • Social
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.

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.

The customer view of the Case form includes the following components:
  • A process flow formatter that indicates the current state of the case.
  • The related entity information, including account and contact information, product and asset information, and service contract information.
  • An Activity field that stores all communication for the case in a chronological list.
Figure 2. Customer Service Case form (customer view)Customer service case form customer view