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    Home New York Customer Service Management Customer Service Management Customer Service Management Manage customer service cases Agent tasks Manage a proactive case created from an alert

    Manage a proactive case created from an alert

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    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 begin

    Role 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 task

    This 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

    1. Navigate to Agent Workspace > Agent Workspace Home > Lists > Cases. Alternatively, accept a proactive case from your Agent Workspace inbox.
    2. Click the case you want to work on.
    3. 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 (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.
    4. 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 tasks
    • Create a customer service case
    • Assign a customer service case
    • Respond to a customer chat request
    • Respond to a consumer chat request
    • Create a customer service case from a chat
    • Create a consumer case from an anonymous chat
    • Create a consumer record from an anonymous chat
    • Create a work order for a customer service case
    • Create a consumer case from a chat
    • Create a consumer record
    • Create additional consumer addresses
    • Send email responses directly from cases
    • Create a request on behalf of a customer or consumer
    • Initiate a conference call from a case
    • Resolve cases with knowledge and community content
    • Report a knowledge gap
    • Update a special handling note
    • Close a customer service case
    • Propose a case as a major case candidate
    • Approve or reject a major case candidate
    • Create child cases for a major case
    • Resolve cases with knowledge and community content
    • Close a customer service case
    Related concepts
    • Responding to cases using predefined email quick messages
    • List and form views by agent role
    • AWA for CSM overview

    Tags:

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      Manage a proactive case created from an alert

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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 begin

      Role 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 task

      This 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

      1. Navigate to Agent Workspace > Agent Workspace Home > Lists > Cases. Alternatively, accept a proactive case from your Agent Workspace inbox.
      2. Click the case you want to work on.
      3. 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 (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.
      4. 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 tasks
      • Create a customer service case
      • Assign a customer service case
      • Respond to a customer chat request
      • Respond to a consumer chat request
      • Create a customer service case from a chat
      • Create a consumer case from an anonymous chat
      • Create a consumer record from an anonymous chat
      • Create a work order for a customer service case
      • Create a consumer case from a chat
      • Create a consumer record
      • Create additional consumer addresses
      • Send email responses directly from cases
      • Create a request on behalf of a customer or consumer
      • Initiate a conference call from a case
      • Resolve cases with knowledge and community content
      • Report a knowledge gap
      • Update a special handling note
      • Close a customer service case
      • Propose a case as a major case candidate
      • Approve or reject a major case candidate
      • Create child cases for a major case
      • Resolve cases with knowledge and community content
      • Close a customer service case
      Related concepts
      • Responding to cases using predefined email quick messages
      • List and form views by agent role
      • AWA for CSM overview

      Tags:

      Feedback

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