Contents Customer Service Management Previous Topic Next Topic Manage a proactive case created from an alert Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Manage a proactive case created from an alert Identify customers and their corresponding install base items affected by the issue causing the alert. Resolve the proactive case as you would other customer service cases and use the major issue management process when multiple customers are affected. Before you beginRole required: sn_customerservice_agent sn_customerservice_manager can accept a case as a major case and creates child cases evt_mgmt_admin and evt_mgmt_operator have read-only access to a case created from an alert and can add work notes, as required. About this taskThis task describes how to manage a proactive case using Agent Workspace. You can also manage a proactive case using the Customer Service application in the Now Platform interface. Procedure Navigate to Agent Workspace > Agent Workspace Home > Lists > Cases. Alternatively, accept a proactive case from your Agent Workspace inbox. Click the case you want to work on. You can perform the following actions from the Case form. Table 1. Case form Action Description Click Affected Install Base Items. View accounts and their corresponding install base items affected by the alert. Click Add or Remove. Add or remove an affected install base item. Click Details. View the sold product associated to the case as well as the alert that the case was created from. Click Propose Major Case. Propose a major case when multiple customers are affected. Note: If you don't see this option, click the More UI Actions icon (). Note: Customer service managers accept a case as a major case and create child cases using the Now Platform interface. From the Now Platform interface, you can also view the automatically generated list of customers affected by the alert. Resolve and close proactive cases in the same way as other customer service management cases. Note: If an alert is closed, a case is not automatically closed. Related tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service casePropose a case as a major case candidateApprove or reject a major case candidateCreate child cases for a major caseResolve cases with knowledge and community contentClose a customer service caseRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleAWA for CSM overview On this page Send Feedback Previous Topic Next Topic
Manage a proactive case created from an alert Identify customers and their corresponding install base items affected by the issue causing the alert. Resolve the proactive case as you would other customer service cases and use the major issue management process when multiple customers are affected. Before you beginRole required: sn_customerservice_agent sn_customerservice_manager can accept a case as a major case and creates child cases evt_mgmt_admin and evt_mgmt_operator have read-only access to a case created from an alert and can add work notes, as required. About this taskThis task describes how to manage a proactive case using Agent Workspace. You can also manage a proactive case using the Customer Service application in the Now Platform interface. Procedure Navigate to Agent Workspace > Agent Workspace Home > Lists > Cases. Alternatively, accept a proactive case from your Agent Workspace inbox. Click the case you want to work on. You can perform the following actions from the Case form. Table 1. Case form Action Description Click Affected Install Base Items. View accounts and their corresponding install base items affected by the alert. Click Add or Remove. Add or remove an affected install base item. Click Details. View the sold product associated to the case as well as the alert that the case was created from. Click Propose Major Case. Propose a major case when multiple customers are affected. Note: If you don't see this option, click the More UI Actions icon (). Note: Customer service managers accept a case as a major case and create child cases using the Now Platform interface. From the Now Platform interface, you can also view the automatically generated list of customers affected by the alert. Resolve and close proactive cases in the same way as other customer service management cases. Note: If an alert is closed, a case is not automatically closed. Related tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service casePropose a case as a major case candidateApprove or reject a major case candidateCreate child cases for a major caseResolve cases with knowledge and community contentClose a customer service caseRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleAWA for CSM overview
Manage a proactive case created from an alert Identify customers and their corresponding install base items affected by the issue causing the alert. Resolve the proactive case as you would other customer service cases and use the major issue management process when multiple customers are affected. Before you beginRole required: sn_customerservice_agent sn_customerservice_manager can accept a case as a major case and creates child cases evt_mgmt_admin and evt_mgmt_operator have read-only access to a case created from an alert and can add work notes, as required. About this taskThis task describes how to manage a proactive case using Agent Workspace. You can also manage a proactive case using the Customer Service application in the Now Platform interface. Procedure Navigate to Agent Workspace > Agent Workspace Home > Lists > Cases. Alternatively, accept a proactive case from your Agent Workspace inbox. Click the case you want to work on. You can perform the following actions from the Case form. Table 1. Case form Action Description Click Affected Install Base Items. View accounts and their corresponding install base items affected by the alert. Click Add or Remove. Add or remove an affected install base item. Click Details. View the sold product associated to the case as well as the alert that the case was created from. Click Propose Major Case. Propose a major case when multiple customers are affected. Note: If you don't see this option, click the More UI Actions icon (). Note: Customer service managers accept a case as a major case and create child cases using the Now Platform interface. From the Now Platform interface, you can also view the automatically generated list of customers affected by the alert. Resolve and close proactive cases in the same way as other customer service management cases. Note: If an alert is closed, a case is not automatically closed. Related tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service casePropose a case as a major case candidateApprove or reject a major case candidateCreate child cases for a major caseResolve cases with knowledge and community contentClose a customer service caseRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleAWA for CSM overview
