Create a customer service case from associated entities

Create a new case from any of the entities that can be associated with a case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

Customer service agents and managers can create a new case from any of the entities that can be associated with a customer service case, such as accounts, products, and contracts. These cases are created by clicking a related link from the entity form.

Service contract Navigate to Customer Service > Contracts > Service Contracts. Select a contract and then click the Create New Case related link. A new case is created with the contract information automatically filled in. Fill in the remaining information and click Submit.
Entitlement Navigate to Customer Service > Contracts > Entitlements. Select an entitlement and then click the Create New Case related link. A new case is created with the company, contract, entitlement, and channel information automatically filled in. Fill in the remaining information and click Submit.
Account Navigate to Customer Service > Customer > Accounts. Select an account and then click the Create New Case related link. A new case is created with the account information automatically filled in. Fill in the remaining information and click Submit.
Contact Navigate to Customer Service > Customer > Contacts. Select a contact and then click the Create New Case related link. A new case is created with the contact and account information automatically filled in. Fill in the remaining information and click Submit.
Product Navigate to Customer Service > Products > Product Models. Select a product and then click the Create New Case related link. A new case is created with the product information automatically filled in. Fill in the remaining information and click Submit.
Asset Navigate to Customer Service > Products > Assets. Select an asset and then click the Create New Case related link. A new case is created with the asset and product information automatically filled in. Fill in the remaining information and click Submit.