The cases tool allows call center representatives to manage customer issues within a simple workflow. Each requests that comes through one of the marketAgility collectors are automaticallly logged into the system. Additioanlly, cases can be created manually using this tool for issues that are received over the phone or from other means.
Cases can be assigned to any other person who has a customer service role, and can be tracked through their lifecylce by using a series of statuses.
To find a case or cases that share a common attribute value, a search block has been provided. To create a new one, use the "Add New" button above the search block.
These attributes are as follows:
| Property | Description |
|---|---|
| Status |
The status of the case you are looking for. Valid Options are
|
| Order # | Cases involving the provided order # |
| Case # | Cases having the provided case # |
| Start Date | Cases created on or after this date |
| End Date | Cases created on or before this date |
| Rows | Limits the results to the indicated number. |
The details screen allows you to manage the case information, including the requestor, basig information about the request, and its status. In addition, the history of activity can be seen here along with providing the ability to add notes.
These attributes are as follows:
| Property | Description |
|---|---|
| The email address of the requestor. | |
| Order # | The order number this request is concerning (if available). |
| Title | A short description of the request. |
| Description | A detailed explanation of the issue and what is being asked. |
| Active Status |
The current status of the case. Available values are :
|
| Assigned To | The Call Center Representative that is assigned to this case. The list of valid peeople includes any admin tool user that has permissions to access this screen. |
| Notes | Ths section details the notes that have been added along with providing a shortcut to adding a new note |
| History | Ths section details the history of activities and interactions that have occurred with this case, since its creation. |
The notes screen allows you to view and create case notes as new interactions occur or additional information is obtained.
These attributes are as follows:
| Property | Description |
|---|---|
| Date | The date of the new note. This is provided automatically and cannot be edited. |
| Author | The author of the new note. This is provided automatically and cannot be edited. |
| Note | The content of the note. |
| Add | Adds the note to the case. |