Manage cases

Case management within provides a structured and efficient approach to handling a wide variety of service requests, incidents, and inquiries. It encompasses the processes and tools used to manage individual cases from initiation through resolution, ensuring that service delivery is consistent, timely, and aligned with organizational goals.

Table 1. Manage cases for Customer Service Management

Application or feature	Description
Create customer service cases	Create a customer service case- Customer service agents and agent managers can create cases using the Customer Service Management application. Create a customer service case of a specific type-Customer service agents can create different types of cases by making selections from the case type selector. Create a customer service case from a chat- If a customer chat results in the need to open a case, create the case directly from the conversation.
Assign a customer service case	Agents can assign cases to themselves or to other customer service agents.
Create a task for a customer service case	Create a task for a customer service case for additional work that needs to be completed as part of resolving the case.
Create a case task of a specific type for a customer service case	Customer service agents can create different types of case tasks by making selections from the case task type selector screen.
Create a work order for a customer service case	Create a work order for a customer service case as part of the case resolution process.
Create a request on behalf of a customer or consumer	Customer service agents can create requests on behalf of customers from CSM Configurable Workspace or from the platform interface.
Close a customer service case	Close a case at any time, except when it is in the Resolved state.
Create a consumer case	Create a consumer case from a chat- If a consumer chat results in the need to open a case, create the case directly from the conversation. Create a consumer case from an anonymous chat- If an anonymous chat results in the need to create a consumer case, create the case directly from the conversation.
Create a consumer record	Create a consumer record- Consumer service agents and managers can create consumer records from the Customer Service Management application. Create a consumer record from an anonymous chat- If an anonymous chat results in the need to create a consumer record, create the record directly from the conversation.
Create additional consumer addresses	Consumers can have multiple addresses, including one primary address.
Respond to a case using an email quick message	Use predefined quick email messages to quickly draft replies to customers. Agents can select predefined quick messages to add content into the message body of emails.
Initiate a conference call from a case	As part of resolving a customer service case, you can initiate a conference call between involved users.
Use the Activity Stream	Enhancements in the Activity stream help reduce cluttering in the Activity stream and reduce the agent effort to understand the case context.
Resolve cases with knowledge and community content	Enable agents to resolve a case more quickly by searching for information from the knowledge base and community and, if helpful, associating it to the case.
Manage skills for a customer service case	Add or remove optional and mandatory skills for a customer service case.
Using Chat Zoom Connector	As an agent you can initiate a Zoom meeting from a chat to understand and resolve customer issues faster through live interactions.
Using CSM Configurable Workspace in Customer Service Management	Use CSM Configurable Workspace to interact with customers, create and work on cases, and resolve questions and issues.
Using Business Location 360	Enable customer service agents to get a comprehensive, 360-degree view of the business location issues, so that they get the required contextual data to effectively resolve the reported issues within the Customer Service Management (CSM) application.
Outsourced Service Provider agent tasks	Outsourced service provider agents extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers.