Order case intake page

Customer service agents use the Order case intake page to capture the initial information when creating a new order case.

The agent initiates an order case in one of the following ways:

• Selecting Create case from a customer order.
• Selecting Create case from the Order Line Items list on a customer order.
• Selecting Create case from an interaction record.
• Selecting New from the Order Cases list view.

The system displays the Order case intake page after the agent selects an order-related service from the case type selector modal. The agent can enter the following order case details:

• Account: the account for the order.
• Scope of request: the agent can create a case for order lines from a single order or for multiple complete orders.
• Order number: the order number associated with the order case. This field is mandatory for cases created from the Order Line Items list on a customer order.
• Short description: a brief description of the order case.

Depending on where the agent creates the order case from, some of these fields are auto filled. For example, the Scope of request displays the following:

• Specific line items, Single order: If the agent selects Create case from the Order Line Items list on a customer order.
• Multiple orders: If the agent selects Create case from a customer order.

After saving the intake record, the agent can see the Order case record page with the case line items created either from customer orders or customer order lines.