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    • Customer Service Management
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    Home New York Customer Service Management Customer Service Management Customer Service Management Manage customer service cases Agent tasks Create a customer service case from a chat

    Create a customer service case from a chat

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    Create a customer service case from a chat

    If a customer chat results in the need to open a case, create the case directly from the conversation.

    Before you begin

    Role required: sn_customerservice_agent or sn_customerservice_manager

    About this task

    When you create a customer service case from a support conversation, the system copies the conversation history to the case activity stream as comments and work notes. Future messages are tracked in the case as well.

    Procedure

    1. Navigate to Connect > Connect Support.
      The Connect workspace opens in a new tab.
    2. Click the support tab of the Connect sidebar, indicated by a headset icon (Support icon).
    3. Under Cases, open a customer service conversation.
    4. At the bottom of the conversation, click the menu icon (Menu icon) to open the Connect actions menu.
    5. In the Connect actions menu, select Create Case.
      In the conversation tools area to the right of the conversation, a new case form opens in a record tab. The system automatically sets certain fields based on conversation details.
    6. Complete the form as necessary and click Submit.
      Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation.
      1. In the record conversation, by the text entry field, click the message type icon (Message type icon).
      2. Select Comment or Work Note.
      3. Enter a message.
      By default, record conversation messages are added as comments.
      Note: If you add an attachment to a record conversation, it is attached to the underlying record as well.
      The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table.
    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 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
    • Manage a proactive case created from an alert
    • 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
    Related concepts
    • Responding to cases using predefined email quick messages
    • List and form views by agent role
    • Connect workspace

    Tags:

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    Release version
    Choose your release version

      Create a customer service case from a chat

      • 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

      Create a customer service case from a chat

      If a customer chat results in the need to open a case, create the case directly from the conversation.

      Before you begin

      Role required: sn_customerservice_agent or sn_customerservice_manager

      About this task

      When you create a customer service case from a support conversation, the system copies the conversation history to the case activity stream as comments and work notes. Future messages are tracked in the case as well.

      Procedure

      1. Navigate to Connect > Connect Support.
        The Connect workspace opens in a new tab.
      2. Click the support tab of the Connect sidebar, indicated by a headset icon (Support icon).
      3. Under Cases, open a customer service conversation.
      4. At the bottom of the conversation, click the menu icon (Menu icon) to open the Connect actions menu.
      5. In the Connect actions menu, select Create Case.
        In the conversation tools area to the right of the conversation, a new case form opens in a record tab. The system automatically sets certain fields based on conversation details.
      6. Complete the form as necessary and click Submit.
        Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation.
        1. In the record conversation, by the text entry field, click the message type icon (Message type icon).
        2. Select Comment or Work Note.
        3. Enter a message.
        By default, record conversation messages are added as comments.
        Note: If you add an attachment to a record conversation, it is attached to the underlying record as well.
        The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table.
      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 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
      • Manage a proactive case created from an alert
      • 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
      Related concepts
      • Responding to cases using predefined email quick messages
      • List and form views by agent role
      • Connect workspace

      Tags:

      Feedback

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