Create a case for a new install base item

Create a case for a new install base item by using the case form in the CSM Agent Workspace.

Before you begin

Role required: sn_customerservice_agent or sn_customerservice.consumer_agent

Procedure

1. Navigate to All > Workspaces > CSM/FSM Configurable Workspace.
2. In the list view, navigate to Cases > My Cases.
3. Select New.
4. Perform one of the following actions before selecting an install base item on the Create Case form.
   For a description of the field values, see Case task form.

   Field	Action
   Account	Select an account that has to be associated with the install base.
   Consumer	Select a consumer that has to be associated with the install base.
   Install base	Select an install base item to automatically fill in the relevant details from the install base form.

5. Next to the Install Base field, select the search icon , and then select the install bases from the pop-up window.

   The pop-up window displays only the list of install base items that are related to the selected account or consumer.

6. In the Short Description field, enter a description of the install base item.
7. Save the form.
   A new case with the install base item details appears in the My cases list.