Transfer a case

The OSP agent or manager, if unable to resolve a case, transfers the case manually to an enterprise's internal agent.

Before you begin

Role required: sn_csm_ocs.ext_manager or sn_csm_ocs.ext_agent

About this task

You can transfer a case by selecting the reason for transfer, adding transfer notes, and transfer the case manually. The case is transferred based on the default assignment group setup while defining an OSP. Else, the case is transferred based on AWA or assignment rules, that have been previously setup.

Procedure

1. Navigate to All > Outsourced Customer Service > Cases > My Cases.
2. Open a case that you want to transfer.
3. Cick Transfer Case.
4. Select the reason for transferring the case from the Reason drop-down list.
5. Enter additional information regarding the case in the Notes field.
6. Click Save.
   The case is transferred successfully to the enterprise's internal manager. When you go back to All cases and view the case, you can view the transfer information under Outsourced Case Transfer Request related list.