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bpm'online mobile
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How to work with the [Cases] section

The CASES section (Fig. 38) in mobile app is used for managing cases (incidents and service requests, claims, etc.) received by the help desk or contact center.

Fig. 38 Case section

scr_case_case_page.png 

To open the [Cases] section, tap the btn_mobile_case.png button on the mobile app main menu.

The section is available by default in any mobile app synchronized with a desktop bpm’online product that has the [Cases] section. There is no need to set it up in the mobile application wizard. The [Cases] section enables you to:

register cases (for example, create internal service requests),

view case status,

add information about case resolution,

post messages on the customer portal,

escalate cases (only for applications synchronized with bpm’online service enterprise products).

Case list

The following fields are displayed by default for each record in the list of the [Cases] section: Subject, Registration date, Number, Status and Description. Icon at the right of the case record represents case Priority:

btn_mobile_low.png – low.

btn_mobile_medium.png – medium.

btn_mobile_high.png – high.

btn_mobile_critical.png – critical.

Tap the btn_mobile_dropdown.png button at the top right of the list record to display the quick action menu. In the [Cases] section, it enables you to view the case feed.

Note

You can configure the list via the mobile application wizard, available in the system designer of the desktop application.

The [Cases] section has the standard search field and filter options.

To create a new case, tap the btn_mobile_add.png button at the bottom of the list.

Case page

The case page fields are divided into several groups.

General information

Number

The case number. Bpm’online automatically generates numbers in accordance with a specified pattern. This is a non-editable field.

Subject

Short case title.

Status

Case status. This is a non-editable field.

Registration date

Date and time of case registration. This is a non-editable field.

Note

Use the “Case number mask” system setting of the desktop application to customize automatic numbering of cases.

Description

This group contains the [Description] field. Use it to add detailed information about the case.

Case information

Contact

The customer who reported the case. If the [Account] field is populated, the list of contacts will display only the contacts of this account. One of the fields ([Contact] or [Account]) must be populated.

Account

The account for which the case was registered. If the [Contact] field is populated, the [Account] field is automatically filled in with the contact’s account. One of the fields ([Contact] or [Account]) must be populated.

Priority

The priority of the case.

Category

Case category: service request or incident.

Assignee

An employee who works on case resolution.

Attachments

The [Attachments] detail (Fig. 39) contains files and links related to the case. Tap btn_ff_add.png and select an attachment file.

Fig. 39 Attachments group

scr_case_attachments.png 

You can also add case attachments using the [Add file or link] action (btn_mobile_attach.png) in the actions menu of the record.

The following options are available:

[Take photo] – take a photo from your mobile device and to attach it.

[Choose from gallery] – attach a file from the file system of your mobile device.

[Add link] – add a URL as an attachment.

Note

iOS users are able to attach only files from the gallery and links

Feed

Feed messages connected with the case (Fig. 40)

Fig. 40 Case feed

scr_case_feed.png 

You can access the case feed in one of the following ways:

Tap the btn_mobile_dropdown00001.png button at the top right of the record in the list.

Tap the [Go to Feed] detail in the case record.

Tap the btn_mobile_feed.png in the case record.

Tap the [Go to Feed] action in the actions menu of the case record.

Processing history

This detail displays the history of communications with the case customer, as well as internal communications and automatic notifications. The processing history includes:

Emails sent and received during the case resolution process.

Internal notes posted by employees in the case feed.

Messages posted by employees and portal users on the customer portal.

The detail also contains system messages that inform you about various system-wide events that are connected to the case.

Fig. 41 Processing history screen

scr_case_history.png 

Activities

Displays the list of activities connected to the case.

Tap the btn_mobile_add00002.png button to add an activity. A new activity page will open. The [Case] and [Account] fields of the new activity page will be automatically populated with the case number and case account.

Case actions

Tap btn_mobile_case_actions.png to access case actions:

btn_mobile_add_action.png Add case

Create a new case from the case record page.

btn_mobile_attach00003.png Add a file or link

Add an attachment to the opened case.

btn_mobile_feed2.png Go to Feed

Browse the feed of the opened case.

btn_mobile_portal.png Post message on the portal

Post replies and requests for additional information on the customer portal.

btn_mobile_escalate.png Escalate

Escalate the case to a different support level (available only for applications synchronized with bpm’online service enterprise products).

btn_mobile_copy.png Copy

Create a copy of the current case.

btn_mobile_delete.png Delete

Delete the current case.

Creating cases in the mobile app

To register a new case:

1.Tap btn_mobile_case00004.png to open the [Cases] section.

2.Tap the btn_mobile_add00005.png button. The case page will open.

3.Fill out the required fields:

a.Specify the case subject.

b.Select the customer for this case in the [Contact] or [Account] field. One of these fields must be filled in. If the [Account] field is filled in first, the list of contacts will display only the contacts of this account. If the [Contact] field is filled in, the [Account] field is automatically filled in with the account specified for this contact.

4.Complete the case profile:

a.Select the case category (incident or service request).

b.Specify the assignee or assignees group for the case.

c.Save the case.

Processing cases in the mobile app

Mobile application functions enable you to post messages in the case feed (for internal communications) or communicate with the case customer on the portal. If your mobile app is synchronized with a product that contains service enterprise functions, you can also escalate cases.

Posting internal messages

There are two ways of posting messages message in the feed:

a.From the main menu: tap btn_mobile_case00006.png to open the cases section, locate the needed case and tap btn_mobile_dropdown00007.png button, then select btn_mobile_feed200008.png [Go to Feed] command (Fig. 42).

Fig. 42 Case feed menu

scr_case_feed_action.png 

b.From an opened case page: tap btn_mobile_case_actions00009.png, then tap btn_mobile_feed200010.png [Go to Feed] command.

Once the feed page opens, tap btn_mobile_add00011.png to post a new message. Type the message and tap the [Publish] button.

Replying to case customer on the portal

To post a message on the self-service portal:

a.To access case portal from the main menu, tap btn_mobile_case00012.png to open the cases section. Tap the case record in the section list to open the case.

b.To access the portal from an opened case page, tap btn_mobile_case_actions00013.png, then tap btn_mobile_portal00014.png [Post message on the portal] command.

Once the portal page opens, type the message and tap the [Publish] button.

Escalating cases

To escalate a case to another support level:

a.To access case escalation from the main menu, tap btn_mobile_case00015.png to open the cases section. Tap the case record in the section list to open the case.

b.To access the escalation from an opened case page, tap btn_mobile_case_actions00016.png, then tap btn_mobile_escalate00017.png [Escalate] command (Fig. 43). Specify the support line and new assignee or assignees group on the opened escalation page (one of the fields has to be field in).

Fig. 43 Case escalation

scr_case_escalate.png 

See also

How to work in the [Dashboards] section

Mobile application filters

How to set up lists in a mobile application section

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