CSM Simulator Task - Special Handling Notes Simulator Task

[Gabriela Freita]

ABC Corp would like to make sure that their Customer Service Agents are aware of special conditions regarding their products and customers.  They would like to use Special Handling Notes so agents must acknowledge any important notes about the customer or product when they create a new case or look at an existing case.

Create a new Special Handling Note for the BestNet WonderWall 650 warning agents of a possible issue with the fan.

To test this, log in as Customer Service Agent John Jason and create a new case for the BestNet WonderWall 650 selected as the product.  Save the case.  You should see your Special Handling Note.

Does anyone know how to complete this task?

[Community Alums]

Hi @Gabriela Freita ,

Here are the steps to create , just fit to your requirement :

Create a special handling note for a record.

Before you begin

Role required: sn_shn.admin or sn_customerservice_manager

Procedure

1. Perform one of the following actions.
   • Navigate to the desired form and click the Create Special Handling Note related link.
   • Navigate to Special Handling Notes > Special Handling Notes and click New.
2. Fill in the fields, as necessary.

   Special Handling Notes form fields

   Field	Description
   Short Description	A brief description of the note which is displayed in the Special Handling Notes list.
   Message	The detailed content of the note.
   Display as pop-up alert	Displays this note in the Special Handling Notes pop-up window.
   Type	The type of special handling note: Standard: Create a note for a specific record, which you select in the Related record field. Conditional: Create a note for multiple records which meet certain conditions. Select a Table name and then create Conditions.
   Priority	The priority of the note: 1-Critical 2-High 3-Moderate 4-Low
   Status	The status of the special handling note: 1-Active: The note is active and appears in the Notes list or pop-up window. 2-Inactive: The note is inactive and does not appear in the Notes list or pop-up window. Inactive notes are removed from the Notes list but can be seen by navigating to Special Handling Notes > Special Handling Notes. 3-Expired: The note has reached its expiration date.
   Effective immediately	Check box to make the special notes effective immediately. The status is set to 1 -Active. Deselect this check box to display the Effective on field.
   Effective on	The date on which the special notes become effective. Enter a date for the special notes to become effective and click Update. The status is set to 2 - Inactive until the date is reached.
   Expires on	The date on which the note expires. Select a date from the calendar and click Save. The Deactivate Special Handling notes scheduled job runs daily at midnight and checks all active alerts. If the notes have reached their expiration date, it sets the status to Expired. The Deactivate Special Handling notes scheduled job also checks the Effective on field. If the status is active or inactive and the expiry date has been reached, it sets the status to Expired. If the status is inactive and the effective on date has been reached, it sets the status to Active.
   Related record	The record for which this note is created. This field appears when you select Standard in the Type field. If you access this form from the Create Special Handling Notes related link, the record number is automatically filled in. To select a record, select a Table name and a Document from the pop-up window. The tables available for selection have been configured to use special handling notes.
   Table name	The table that stores the entity for which the note is being created. This field appears when you select Conditional in the Type field. The default is the first table which has been configured to use special handling notes. After you select a table, a link is displayed with the number of matching records. This link is updated after you select one or more conditions. Click the link to display these records in a list.
   Conditions	This field appears when you select Conditional in the Type field. Use the buttons in this field to build one or more conditions on the selected table. A condition is made up of a selected field, an operator, and a value. Add conditions using the AND and OR buttons. Delete conditions by clicking the Delete button to the right of a condition.

3. Click Submit.

[Community Alums]

@Gabriela Freita

You are missing the display type and status. Update these and it should work fine. Priority to 1 or 2 and the checkbox for pop up.

Similar to image:

[Gabriela Freita]

Tks

[BiancaK]

I guess the course info has changed, 

This did not work for me - In your screenshot you have the Related record as: Product Model: KXSeries -KX1000

I needed to change it to: Product Model: BestNet WonderWall 650