Create a major case candidate

Users with the customer service agent role can create a major case candidate.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

About this task

Users with the major issue manager role receive a notification email when a major case candidate is created. These users can click the link in the notification email to open the major case candidate in the platform interface.

Note:

All major case candidates are automatically created as proactive cases as they are created internally and on behalf of the customer. To leverage the full capabilities of Proactive Customer Service Operations, install the Proactive Operations Management (com.snc.proactive_cs_ops) plugin.

You can also create a major case candidate from Agent Workspace.

Procedure

1. Navigate to All > Major Issue Management > Create Major Case Candidate.
2. Enter a description in the Short description field.
3. In the Major Case Information form section, enter the relevant information in the Business impact and Probable cause fields.
4. Click Submit.