Customer Care Manage Case

Summary

The details of Case and the history of its Tasks and Actions can all be viewed on this page.  The key functions are:

• The SLA status can be viewed.
• A Case can have its Tasks marked as completed.
• Actions can be logged against the Case.
• Notes can be added to the Case.
• The Owner of the Case can be changed.
• The Status of the Case can be changed.
• The Case can be marked as Completed.

All updates to a Case require a comment to describe what the update entailed and optionally a file can be attached.

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SLA Progress

SLA progress is measured in whole days from the day the Case was created until the end of the day the SLA is due.  Progress is clearly displayed in the large graphic at the top right of the page.

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Change Owner

The Owner of the Case can be changed by clicking the 'Change' link next to the Owner's name.  Note, if the Case is about a User, the Owner of the Case must be in a more senior position than who the Case is about.

Screenshot Link

Screenshot Popup Window

Completing a Task

Tasks typically require activity outside of the Customer Care system but they need to be logged within the Customer Care system.  Simply put, a Task can be marked as Complete with some comments and optional attachment and we have to trust the Task has been completed as there is no way for the system to check.

To Complete a Task, click on the Task name to show the popup window.

Screenshot of Task List

Screenshot of Popup Window

Screenshot of Task list with Completed Task

Action Buttons

Each Action button will be described in more detail below.

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Add a Note

A note is simply a comment and an optional attachment that is added to the Case but has no impact of the state.

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Log An Action

An action is used to log a customer interaction via a given communication channel that relates to the Case. Logging an Action has no impact of the state of a Case.

Screenshot of Actions

Screenshot of Popup Window

Duplicate

Sometimes the same issue may be raised by multiple users and several Cases describing the same issue can be created. For this reason a Case can be marked as a Duplicate which will change its state and close it as a Duplicate.  The Actions from the Duplicate Case are copied into the 'Target Case' so no work or details are lost.

Note, the case being updated is the Case marked as a Duplicate.  The Case found in the popup remains In Progress. 

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More Information Required

This state is an informational state to indicate that more information is required before it can progress.

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Approval Tasks

Approval Tasks can only be completed by Users who have the 'Customer Care Customer Service' System Function assigned.

Complete Case

A Case can be marked as completed by changing its state to one of the states as defined in the table below.

Case Completion States Screenshot

Case Completion States

Case Completion Popup Non Regulatory Screenshot

Case Completion Popup Regulatory Screenshot