Create a case action summary

Create a case action summary for a customer service case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

You can send case action summaries for customer service cases that are in any states other than New or Closed.

After creating a case action summary, the record is added to the Case form in the Related Records form section. Closing a case automatically closes the corresponding case action summary.

Procedure

1. Open a customer service case.
2. To create a case action summary, do one of the following.
   • Agent Workspace: Click the More UI Actions icon () and select Send Case Action Summary.
   • Platform interface: Click the form context menu icon and select Send Case Action Summary.
   This opens a new Case Action Summary form with a status of In progress. Depending on the table map configuration defined for the case action summary, some of the information from the case is copied to the Case Action Summary form. With the CAS Configuration, this includes the information from the Short description field.

   Note:

   The Short description field on the Case Action Summary form can be edited in the platform interface but cannot be edited in Agent Workspace.
3. In the Case Action Summary form, enter any necessary information in the following fields.

   Table 1. Case action summary form

   Field	Description
   Additional internal recipients	Select a recipient list. When an agent clicks Publish to Case & Notify, the system sends an email notification to the internal users in the selected list.
   Short description	The short description from the case.
   Case summary	A brief summary of the case.
   Actions taken	Details about actions taken so far to resolve the case.
   Next steps	The steps that the agent is planning to take in order to resolve the case. This field is not customer visible.
   Internal notes	Other internal information that the agent wants to share regarding the case. This field is not customer visible.

4. Click Preview to generate the case action summary and view it in the Preview Document pop-up window.
5. Optional: Make any desired changes to the fields on the Case Action Summary form and click Preview again.
6. Click Update to save the changes to the case action summary.
7. Publish the case action summary using one of the following actions.

   Action	Description
   Publish to Case	Updates the case with the case action summary. Information from the customer-visible fields on the case action summary is added to the Additional comments field on the Case form. Information from the case action summary is added to the Work notes field on the Case form.
   Publish to Case & Notify	Updates the case with the case action summary as described above and sends an email with the case action summary to the internal stakeholders in the recipient list selected in the Additional internal recipients field. Note: The Publish to Case & Notify UI action is available when a list has been selected in the Additional internal recipients field.