Review and accept proactive cases as major cases using the major issue management
process.
Role required: sn_majorissue_mgt.major_issue_manager,
sn_customerservice_manager
-
Navigate to .
- (Optional)
Click to view the automatically generated list of customers affected by
the issue.
- (Optional)
Click Create Child Cases to create a child case for each
affected customer.
-
Accept or reject the proactive case as a major case.
-
Follow the major issue management process to resolve the proactive case.
Note: If the Proactive Customer Service Operations with Event Management plugin
is activated, your system administrator may have configured workflows to
automate the creation of major cases depending on the number of accounts
affected by an issue. If your system administrator has configured workflows,
major cases are created in either Accepted,
Proposed, or Created state
depending on the settings. If Accepted, child cases
are automatically created.