bpm'online service enterprise
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The [Cases] section

The Cases section is designed for managing incidents and service requests received by the help desk. It enables you to register cases, track their statuses, add information about case resolution, and store customer feedback information. In addition, the section provides summary information to analyze the cases.

Views

The section has several views:

  • btn_com_list_view.png – It displays cases as a list of records. All list columns are described below in the context of the case page.

  • btn_com_analytics.png – displays charts, indicators and ratings that can be used to analyze the cases. Read more >>> 

Case categories

By default, there are two case types:

  • Service request is a case created as a part of a standard service operation. For example, a request for a new user workplace or phone setup.

  • Incident is a case that is not a part of a standard service operation. It may cause a service disruption or reduction of service quality. For example, a request to repair hardware or restore telephone communication.

The case category is specified in the [Category] field of the case page. Use the [Case categories] lookup to create additional categories.

Filters

By default, the list only displays cases that are assigned to the current user and not closed. Cases that are not in the final status (by default, “Closed“ or “Canceled“) are considered “not closed”. You can define final statuses in the ”Case statuses” lookup.

The following quick filters are available in the section:

  • [Assignee] – filters records by the [Assignee] field of the case page;

  • [Show closed cases] – extends the case list with cases that are in the final status.

Incident management process

Case management process consists of a number of sub-processes. Read more >>>

To process cases, use the workflow bar and action panel at the top of the case page. Advance the case workflow stage by clicking the corresponding stage on the workflow bar.

Note

By default, the lead management is performed by a business process. To be able to work with a case workflow in a more flexible way, disable the default business process and set up the case in the case designer.

You can change the case status using the workflow bar (Fig. 1).

Fig. 1 Case status change

scr_section_service_requests_change_case_ctage.png 

You can manage activities created when processing a case via the action panel on the case page. Processing details, case management history and other required information are available on the dashboard.

The action panel enables you to:

btn_com_workflow_card_email.png – compose a new email message to the contact who submitted the case.

btn_com_workflow_card_action.png – schedule a task.

btn_com_workflow_card_feed_message.png – post an internal message in the feed for the current case. This feed post will be visible to bpm'online users only and will not be seen by the customer portal users. Use feed internal messages to discuss case solution with the team. Internal messages have all the functions of standard feed posts. Enter the "@" symbol followed by contact name to create a link for that contact in the post.

btn_com_workflow_card_call.png – record call results

btn_com_workflow_card_portal_message.png – post a message on the customer portal for a case. By default, this message is shown to the customer portal users. When you reply to a portal message, the customer will be notified by email.

Note

You can set up closing the case page and transferring to the list of the [Cases] section after you modify the page and save your changes. To do this, select the [Close on save] checkbox in the [Case statuses] lookup. Read more >>>

Contents

Case page

Case profile

The [Processing] tab

The [Closure and feedback] tab

The [Case information] tab

[Timeline] tab

The [Attachments and notes] tab

The [Feed] tab

Preliminary settings

How to create a case

Incident management process

How to notify the assignee/assignee group about the case

How to process a case

How to select a service agreement

How to diagnose and resolve a case

Customer satisfaction (CSAT)

How to use the service model for case management purpose

How to manage the service model connections

How to calculate response and resolution time

Dashboards in the [Cases] section

Case lookups

Predictive case routing

Case FAQ

See also

Record pages

Video tutorials

How to set up automatic email case registration

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