Customer Care Create a New Case

Summary

A new Case can be created from the Recent Cases page.  The primary features of a Case are:

• It's owned by a single user.
• Its assigned Category determines it's workflow tasks.
• It has a related Customer.
• It may have a related User.

Screenshot

Related Dealers

A Case relates to at least one Dealer but multiple Dealers can be selected if required.

Category

A Category must be selected and if the selected Category has a Sub Category then it must also be selected.

Area

An Area must be selected.

Method of Complaint

A Method of Complaint must be selected.

Brand

A Brand must be selected.  Note that the Brands listed are the unique set from the selected Dealers.

Department

A Department must be selected.  Note that the Departments listed are the unique set from the selected Dealers.

Title

A Title must be entered.  It should briefly summarise the Case e.g. so users can understand it in a list of other Cases.

Owner

An Owner of the Case must be selected.  The Owner can be changed at a later date if required.  Note that if the Case is About a User, the Owner must be in a more senior position than the User the Case is about.

Description

A Description must be entered.

Find Customer

A Customer must be selected.  Either an existing Customer can be searched for (at least one search has to be performed in order to reduce duplicate entries) or a new Customer can be created.

About a User

If the Case relates to an Employee (User) then a User can be searched for or created in the same way a Customer can be searched for or Created.  Note that if the Case is About a User, the Owner must be in a more senior position than the User the Case is about. 

WIP

WIP is an optional field that can be entered if known.  

Purchase Date

Purchase Date is an optional field that can be entered if known and the Case relates to a vehicle purchase.  

Raise on Behalf Of

Raise on Behalf Of is an optional field that can be entered if required when a user is creating a Case on someone else's behalf.  

Add Attachment

An attachment can be added to the Case if relevant.