Create a customer service case of a specific type

Customer service agents can create different types of cases by making selections from the case type selector.

시작하기 전에

Role required: sn_customerservice_agent

이 태스크 정보

The types of cases that agents can create depend on the configuration of the customer service case types and service definitions features. For more information, see the following topics:

• Configure customer service case types
• Manage customer service case types
• Configuring service definitions

In CSM Configurable Workspace, agents use the Case type selector to make selections and create cases.

주:

In the Core UI, use the Case interceptor to make selections and create a case.

프로시저

1. Create a case by selecting one of the following actions.

   표 1. Agent action field description

   Agent action	Description
   Select New	Select this action from case lists and case type lists such as My Cases or My Complaint Cases.
   Select Create Case	Select this action from the following records: Interaction Account Contact Consumer Sold Product Install Base Item

2. Make selections from the version of the case type selector that has been configured by the system administrator.

   표 2. Case selector version field description

   Version	Steps
   Multi-select	Select a Case Type. If desired, select an optional category and subtype to narrow the available choices. Select Create Case. 주: If a subtype hasn't been configured for a case type, the field for the subtype is not displayed.
   Single-select	Select a Case Type. Select Create Case.
   Product Service Select	Enable or disable the This case is for an owned product check box. This check box controls the display of the Product field If displayed, select a Product. Select a Service. Select a Case type. Select Create Case.

3. Fill in the fields on the Case form.
   For more information about these fields, see Create a customer service case.
4. Select Save.