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    • Customer Service Management
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    Home Paris Customer Service Management Customer Service Management Customer Service Management Configuring Customer Service Management Administer Customer Service Management Major issue management overview

    Major issue management overview

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    Major issue management overview

    Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.

    This feature enables you to efficiently manage the communication and resolution process for issues that impact multiple customers. With major issue management, you can identify impacted customers who have not yet reported an issue and proactively create cases for these customers.

    Major issue management introduces the concept of a major case which contains the details about a particular issue. Child cases can easily be created for a major case, with one child case created for each customer affected by the issue. These child cases contain the customer-specific information.

    Identify affected customers by creating a recipients list of accounts or consumers and attaching it to the major case. Create this list using the Targeted Communications application. Build a recipients list by identifying dynamic conditions, running a script, or importing customer information into a template. Once attached to a major case, use the recipients list to create a child case for each customer included in the list.

    A major case is created in one of two ways:
    • A customer service manager can create a major case.
    • A customer service manager or major issue manager can promote a major case candidate.
    Major case candidates are created either by promoting an existing customer service case (for customer reported issues) or by creating a candidate case directly (for non-customer reported issues). Candidate cases require approval before being promoted to major cases.

    Major issue management also provides properties that enable automatic synchronization from a major case to the associated child cases. Use these properties to enable synchronization and to identify the synchronized fields.

    Major Issue Management menu can be used in the Now Platform interface and in the Agent Workspace interface.

    Identifying issues and creating major cases

    Customer service agents, managers, and major issue managers can use the following process to identify potential issues, create major cases, and identify impacted customers.
    1. Create a major case candidate or flag an existing customer service case as a major case candidate.
    2. Review the major case candidate and either approve it as a major case or reject it.
      • If approved, the candidate case becomes a child case of the major case.
      • If rejected, the candidate case returns to a normal case.
    3. Associate other cases reported for the same issue as child cases of the major case.
    4. Identify other customers impacted by the issue by creating a recipients list and attaching it to the major case.
    5. Create child cases for the customers included in the recipients list.
    6. Manage the issue to resolution using the major case.
      • Update the major case as needed, which automatically updates the child cases.
      • Close the major case when the issue is resolved. Closing the major case automatically closes all the child cases.
    • Major, candidate, and child cases

      Major issue management uses major case candidates to identify potential customer issues. Approved candidate cases become major cases, which you can use to manage issues to resolution. Child cases are created for customers impacted by an issue and are associated with a major case.

    • Recipients lists

      Use recipients lists that contain account or consumer information to create the child cases for a major case.

    • Major Case form view

      Major issue management provides the Major Case form view, which includes the Major Case Information form section and the Child Cases related list.

    • Propose a case as a major case candidate

      Users with the customer service agent role can propose an existing customer service case as a major case candidate.

    • Create a major case candidate

      Users with the customer service agent role can create a major case candidate.

    • Approve or reject a major case candidate

      Users with the major issue manager role can approve or reject a major case candidate.

    • Create a major case

      Users with the customer service manager role can create a major case.

    • Create child cases for a major case

      Users with the customer service manager role can create a child case for each of the customers included in the major case recipients list.

    • Add an existing case as a child to a major case

      Users with the customer service manager role can add an existing customer service case as a child to a major case.

    • Components installed with Major Issue Management

      Several types of components are installed with the major issue management feature.

    Related tasks
    • Limit knowledge base access to internal users
    Related concepts
    • Anonymous chat
    • Customer Service Management Flow Designer actions
    • Domain separation in Customer Service Management
    • Extension points in Customer Service Management
    • Knowledge product entitlements
    • Assignment workbench overview
    • Special handling notes overview
    • Case and account escalation overview
    • Customer service case types overview
    • Case action status overview
    • Automatically close customer service cases
    Related reference
    • Quick start tests for Customer Service Management
    • Routing and assigning customer service cases

    Tags:

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    Release version
    Choose your release version

      Major issue management overview

      • 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

      Major issue management overview

      Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.

      This feature enables you to efficiently manage the communication and resolution process for issues that impact multiple customers. With major issue management, you can identify impacted customers who have not yet reported an issue and proactively create cases for these customers.

      Major issue management introduces the concept of a major case which contains the details about a particular issue. Child cases can easily be created for a major case, with one child case created for each customer affected by the issue. These child cases contain the customer-specific information.

      Identify affected customers by creating a recipients list of accounts or consumers and attaching it to the major case. Create this list using the Targeted Communications application. Build a recipients list by identifying dynamic conditions, running a script, or importing customer information into a template. Once attached to a major case, use the recipients list to create a child case for each customer included in the list.

      A major case is created in one of two ways:
      • A customer service manager can create a major case.
      • A customer service manager or major issue manager can promote a major case candidate.
      Major case candidates are created either by promoting an existing customer service case (for customer reported issues) or by creating a candidate case directly (for non-customer reported issues). Candidate cases require approval before being promoted to major cases.

      Major issue management also provides properties that enable automatic synchronization from a major case to the associated child cases. Use these properties to enable synchronization and to identify the synchronized fields.

      Major Issue Management menu can be used in the Now Platform interface and in the Agent Workspace interface.

      Identifying issues and creating major cases

      Customer service agents, managers, and major issue managers can use the following process to identify potential issues, create major cases, and identify impacted customers.
      1. Create a major case candidate or flag an existing customer service case as a major case candidate.
      2. Review the major case candidate and either approve it as a major case or reject it.
        • If approved, the candidate case becomes a child case of the major case.
        • If rejected, the candidate case returns to a normal case.
      3. Associate other cases reported for the same issue as child cases of the major case.
      4. Identify other customers impacted by the issue by creating a recipients list and attaching it to the major case.
      5. Create child cases for the customers included in the recipients list.
      6. Manage the issue to resolution using the major case.
        • Update the major case as needed, which automatically updates the child cases.
        • Close the major case when the issue is resolved. Closing the major case automatically closes all the child cases.
      • Major, candidate, and child cases

        Major issue management uses major case candidates to identify potential customer issues. Approved candidate cases become major cases, which you can use to manage issues to resolution. Child cases are created for customers impacted by an issue and are associated with a major case.

      • Recipients lists

        Use recipients lists that contain account or consumer information to create the child cases for a major case.

      • Major Case form view

        Major issue management provides the Major Case form view, which includes the Major Case Information form section and the Child Cases related list.

      • Propose a case as a major case candidate

        Users with the customer service agent role can propose an existing customer service case as a major case candidate.

      • Create a major case candidate

        Users with the customer service agent role can create a major case candidate.

      • Approve or reject a major case candidate

        Users with the major issue manager role can approve or reject a major case candidate.

      • Create a major case

        Users with the customer service manager role can create a major case.

      • Create child cases for a major case

        Users with the customer service manager role can create a child case for each of the customers included in the major case recipients list.

      • Add an existing case as a child to a major case

        Users with the customer service manager role can add an existing customer service case as a child to a major case.

      • Components installed with Major Issue Management

        Several types of components are installed with the major issue management feature.

      Related tasks
      • Limit knowledge base access to internal users
      Related concepts
      • Anonymous chat
      • Customer Service Management Flow Designer actions
      • Domain separation in Customer Service Management
      • Extension points in Customer Service Management
      • Knowledge product entitlements
      • Assignment workbench overview
      • Special handling notes overview
      • Case and account escalation overview
      • Customer service case types overview
      • Case action status overview
      • Automatically close customer service cases
      Related reference
      • Quick start tests for Customer Service Management
      • Routing and assigning customer service cases

      Tags:

      Feedback

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