Case Basics

What is a Case?

A case is what agents use to record all information regarding a customer contact, such as a support issue, product complaint, or general inquiry.

You can access cases from the Cases menu on the Application Function Bar.

Creating a New Case

Users can manually create a new case using one of the following:

In a multi-company environment:

  • Click the down arrow next to the New Case button. Then, select the company ID from the drop-down menu.
  • Select [Ctrl+Alt+N] to open the New Case window. In the Company ID field, enter the company where the new case should be entered. Click Create and the New Case page will display for the company you selected.

Parts of a Case

You can add new items and information to the case by clicking . The items you add will display in sections on the Case page. The following items are available:

  • Action refers to any action performed on the case. This can include transferring a case to another user, changing the status of a case, or logging a phone call.
  • Issue describes the reason for the contact. Because a customer may contact you with several issues, it is possible to add multiple issues to a single case.
  • Text allows you to store textual information related to the case or a specific issue.
  • Letter is created and sent to the customer, either by postal mail or by email.
  • Enclosure is an item that is sent to a customer (for example, a coupon, catalog, or a specific product).
  • Attachment is an external file that is attached to the case.
  • Addresses contain the name and address information of people who are related to the case. There is usually a primary contact (referred to as the "Caller" in Emplifi Agent) and any number of secondary or other related contacts.
  • Survey is a scripted list of questions to ask the customer. Surveys can be started manually or automatically by a certain action or event.

Navigating through a Case

Once you are entering information in a case, you can press the [Tab] key to navigate through the fields. When you get to the category code fields, the browsing menu automatically opens and highlights the first option. You can then use the arrow keys to browse through the codes. Press [Tab] or [Enter] while your selection is highlighted to select it and move to the next field. Of course, you may also use your cursor to select each field.

The data you collect for items will display in separate sections. To change how you view the section:

  • Click the section icon to open or collapse it from view. For example, click the Issue section iconto open the section. Click the icon again to collapse the Issue section.
  • Click the Toggle Detail View button to show all the fields assigned to your role. Click the Toggle Essential View button to show only the essential (basic) fields assigned to your role.

Saving as Favorite

Cases with information you use frequently can be saved as a favorite. For more information, see Favorites.

Case Recovery

If the browser crashes or is closed before the case is saved, any data from the active cases is automatically saved. The next time the same user signs in on the same computer, a message displays how many cases were restored from the previous session. At that point, a save or dismiss of a case removes it from the case-recovery storage.

Note: This behavior applies if the Allow Data Auto Recovery setting is enabled by your System Administrator.

 

Case Basics Overview

The following video contains an overview of the case basics.