Create cases for a business location in the Business Location Service Portal

As a staff member with the location agent role, create and manage cases for your business locations.

Before you begin

Role required: admin, sn_customerservice.svc_location_agent, and sn_customerservice.svc_location_manager

About this task

Staff members with the location agent role can do the following:

• View information for the customers at their location.
• Create cases for an account, consumer, business location, and themselves.
• Register staff members at an external business location.
• Track and update cases created at their location.

Procedure

1. Navigate to Home > Business Location Support > Support > Create a Customer Case.
2. On the form, fill in the fields.

   Table 1. Create a Customer Case form

   Field	Description
   Who are you creating this case for?	The record producer used for to create a case for the contributor user. When the contributor user selects an option, depending on the roles assigned to the logged-in user, additional fields related to that customer type are displayed. Account: The logged-in user with the account contributor role. Consumer: The logged-in user with the consumer contributor role. Business Location: The logged-in user with the service organization contributor role. Myself: The logged-in user with the self-contributor role.
   Requesting Business Location	Name of the service organization requesting assistance.
   Requesting support from Business Location	Name of the service organization from which the Requesting Business Location is asking assistance.
   Account	Name of the account.
   Contact	Contact for the account.
   Consumer	Name of the consumer. Note: This field is active only when the B2B2C plugin is installed.
   Household	Household that the consumer belongs to.
   Product	Sold product associated with the case.
   Install Base	Install base item associated with the case.
   Priority	The assigned priority: 1 — Critical 2 — High 3 — Moderate 4 — Low (default)
   Channel	Method by which the customer initiated contact and opened the case. Web (default) Phone Email Chat Social Community Alert Virtual Agent In Person
   Subject	Subject line specifying the case.
   Description	Brief description of the customer question, issue, or problem.

3. Select Submit.

What to do next

Similarly, you can report cases on behalf of a business location, against sold products deployed at a business location, or installed base items deployed at a business location.

Related concepts

• Track cases on the Business Location Service Portal