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    • Customer Service Management
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    Home Orlando Customer Service Management Customer Service Management Customer Service Management Proactive Customer Service Operations Use Proactive Customer Service Operations Review and accept a proactive case as a major case

    Review and accept a proactive case as a major case

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    Review and accept a proactive case as a major case

    Review and accept proactive cases as major cases using the major issue management process.

    Before you begin

    Role required: sn_majorissue_mgt.major_issue_manager, sn_customerservice_manager

    Procedure

    1. Navigate to Major Issue Management > Candidates.
    2. (Optional) Click Major Case Information > Affected Customers to view the automatically generated list of customers affected by the issue.
    3. (Optional) Click Create Child Cases to create a child case for each affected customer.
    4. Accept or reject the proactive case as a major case.
    5. 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.
    Related tasks
    • Create a major case
    • Create a major case candidate
    • Approve or reject a major case candidate
    • Create child cases for a major case
    Related concepts
    • Major issue management
    • AWA for CSM

    Tags:

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      Review and accept a proactive case as a major case

      • 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

      Review and accept a proactive case as a major case

      Review and accept proactive cases as major cases using the major issue management process.

      Before you begin

      Role required: sn_majorissue_mgt.major_issue_manager, sn_customerservice_manager

      Procedure

      1. Navigate to Major Issue Management > Candidates.
      2. (Optional) Click Major Case Information > Affected Customers to view the automatically generated list of customers affected by the issue.
      3. (Optional) Click Create Child Cases to create a child case for each affected customer.
      4. Accept or reject the proactive case as a major case.
      5. 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.
      Related tasks
      • Create a major case
      • Create a major case candidate
      • Approve or reject a major case candidate
      • Create child cases for a major case
      Related concepts
      • Major issue management
      • AWA for CSM

      Tags:

      Feedback

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