Cases

The cases tool allows call center representatives to manage customer issues within a simple workflow.

Each request that comes through one of the marketAgility collectors is automatically logged into the system. Additionally, 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 life cycle by using a series of statuses.

Searching

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.

Basic Search

Cases basic search

Advanced Search - use the arrow dropdown to reveal additional advanced search fields.

Cases advanced search

Property	Description
Case #	Cases having the provided case #
Title	A short description of the request.
Order #	Cases involving the provided order #
Date Created	Cases created on or after this date
Status	The status of the case you are looking for. Valid Options are Assigned To Me - All cases assigned to the viewer All - All cases New - All cases that have come into the system but have not been addressed Open - All cases that are in the process of being resolved Closed - All cases that are resolved
Rows	Limits the results to the indicated number.

Details / Notes / History

The details screen allows you to manage the case information, including the requestor, basic 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.

Cases details

Property	Description
Case #	Unique value generated with each Case creation.
Owner	As a case is created the customer service rep can assign the case to another user in mA7. If no one is assigned it will show as “Unassigned”.
Status	The current status of the case. Available values are: New - The case is new and has not been triaged. Open - The case is actively being worked. Closed - The case has been resolved.
Customer Email	The email address of the requestor.
Order #	The order number this request is concerning (if available).
Title	A short description of the request.
Issue	A detailed explanation of the issue and what is being asked.

Details / Notes / History

This section details the notes that have been added along with providing a shortcut to adding a new note

Cases notes

For more details on Notes - go to: Orders/Notes

Details / Notes / History

This section details the history of activities and interactions that have occurred with this case, since its creation.

Cases history