Create a customer service case

Customer service agents and agent managers can create cases using the Customer Service Management application.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

1. Create a case.

   Option	Description
   CSM Configurable Workspace	From the Interaction form, click Create Case.
   Platform interface	Navigate to Customer Service > Cases > Create New. You can also create cases by: Clicking New in the Customer Service Cases list. Clicking the Create New Case related link from any of the entities that can be associated with a case, such as accounts or products.

2. Fill in the fields on the Create Case form.

   Table 1. Create Case form fields

   Field	Description
   Number	The automatically assigned case number.
   Channel	The method by which the customer initiated contact and the case was opened. Web (default) Phone Email Chat Social
   Contact Local Time	The local time of the contact assigned to the case. It is automatically filled according to the time zone set on the Contact form. If no time zone is set on the Contact form, it is filled according to the Contact Timezone set on the case itself. If no time zone is set on the Contact form or in the case, the field is left blank and is read-only. If a case is closed or canceled, the Contact Local Time field is hidden. Note: Configure the form layout to add this field to the Case form.
   Contact time zone	The contact time zone if the customer is working in a different time zone for the case. It overrides the Contact form time zone. If no contact local time or contact time zone is set, the instance time zone is displayed. Once the case is created, the field is read-only. Note: Configure the form layout to add this field to the Case form.
   Account	The name of the company associated with this case. If you select a contact in the Contact field, this field is auto-filled if the account information is available in the contact record.
   Contact	The name of the customer contact for this case.
   Consumer	The name of the consumer for this case. Note: This field is active only when the Customer Data Models for B2B2C plugin (com.sn_csm_b2b_consumers) is installed. Once Account is selected, only consumers belonging to the account are displayed.
   Service Organization	Internal or external entity that is involved in providing service to the requester.
   Requesting Service Organization	The name of the service organization requesting assistance.
   Product	The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). If you select an asset in the Asset field, this field is auto-filled if the associated product information is available in the asset record. A product may be associated with multiple assets.
   Asset	The asset tag number or the serial number of the asset associated with this case.
   Partner Contact	The name of the partner contact for this case. If you select a partner in the Partner field, the list of available partner contacts is based on this selection.
   Follow the sun	A check box to indicate that a case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or aPriority 2 - High case, or if the case is escalated, the flag is automatically selected. You can also manually select the check box. The activity stream on the case form is updated with any changes. Note: Enable the Follow the sun check box on the Customer Service case form by setting the value of the property sn_customerservice.FTS_flag_enabled to true. Configure the form layout to add this field to the Case form.
   Short description	A brief description of the customer question, issue, or problem.
   Opened	The date and time that the case was opened.
   Priority	The assigned priority: 1 - Critical 2 - High 3 - Moderate 4 - Low (default)
   Assignment group	The assigned customer service agent group.
   Assigned to	The assigned agent. This field displays all users with the sn_customerservice_manager and sn_customerservice_agent roles. If a group is selected in the Assignment group field, the assigned agent must belong to this group.
   Assigned on	The data and time when the case is assigned. This field is updated when a user is added or changed in the Assigned to field.
   Contract	The contract number associated with this case. If you selected an asset in the Asset field, the Contract field displays those contracts that include a line item for that asset.
   Entitlement	The service entitlement associated with this case. The available entitlements are filtered by the settings in the Account, Contract, Product, Asset, and Channel fields. If only one entitlement is available for this case, it is automatically added to the Entitlement field.
   Partner	The name of the partner for this case.

3. Click Submit.
   If available, the following information is associated with a newly created case:

   • The name of the contact and the contact's company
   • The product and contract details
   • The SLA and entitlements