Propose a major case

As an OSP agent, you can propose a major case from the existing customer service case assigned to you.

Before you begin

Role required: sn_csm_ocs.ext_agent

About this task

Cases in these states can be proposed as a major case candidate:

• New
• Open
• Awaiting Info

Cases that are Resolved, Closed, or Canceled can’t be proposed as a major case candidate.

When proposing a case as a major case candidate, agents can specify the reason or justification for the case in the Propose Major Case pop-up window. Information provided in the Work notes and Business Impact fields are added to the Case form.

Procedure

1. Navigate to All > Outsourced Customer Service > Cases > My Cases.
2. Open a case.
3. Right-click on the case form.
4. Select Propose Major Case.
5. In the Propose Major Case pop-up window, enter a reason for the proposal in the Work notes field.
   You can also choose to enter the business impact of the selected case in the Business Impact field.
6. In the Propose Major Case pop-up window, enter a reason for the proposal in the Work notes field.
7. Optional: Enter the business impact of the selected case in the Business Impact field.
   This information is added to the Case form in the Work notes field and the Business Impact field in the Major Case Information section.
8. Select Propose.
   An entry is added to the Work notes on the Case form that the case was proposed as a major case candidate. The information entered in the Propose Major Case pop-up window is also added to the Case form.