Cases

 

 

Introduction

Cases App manages all problems or issues that your customer incurs. You are able to document the details of their customer problem. Sometimes customers feature requests are also logged here for developing future product or service enhancements.

SLA – Service level agreement

Service level agreement is a service contract where the service is formally defined. You can define your own SLA’s by customizing cases settings. SLA also allows you create events for the customer cases. This also helps employee to follow up customers with workflow rules.

Integration

Cases App doesn’t support your business with cases; it comes with many other apps to run your business. All apps are deeply integrated which communicate with one another. Any customer cases can be created as projects and/ or work orders.

Features

• Entering data in the case creation page
• Capturing cases from Email
• Cases API
• Associate Case with Other Records
• Generate reports to keep track of records
• Converting cases into projects
• Converting cases into work orders
• Service level agreement
• Assigning cases to a concerned manager using the SLA events.

Cases Dashboard

 

The case dashboard speaks about the people’s activity and able to filter the activity by their name. At once you click the employee name from “People” drop down you can view all the related activities of selected name. And on the left recent cases created by employees are displayed with the type, and date of creation.

Cases News Feed

The news feed displays all the cases related activity, for the convenience you can filter the people’s activity by choosing their name.

At the top of the Newsfeed the field called Filter Feed by which the activity according to the selected name. Choose the employee name by clicking “People” drop down, select the employee name you would like to view for.

You can type your own comments in what are you working on? Editor folio and post them. You can seek the News Feed by search Newsfeed above the post folio.

Home, Reports and More

This is the master header will follow through every page so you can easily redirect to home, reports and more.

Home

It redirects to the home page of cases. You can quickly view recently created cases. It is used to offer a Newsfeed related to the Cases App. They also provide the link to the individual along with the integrated apps. This is due in part to the communal nature focusing all the integrated apps, as well as the ease of creation.

Reports

Cases App reports support you to keep track of important information in the name of the reports. The report uses a feature of exporting into excel format, sharing the reports with employees.

More

Settings

A Case configuration enables to frame cases with perspectives you need to record as per your requirement. Cases have covered with settings which attained with such qualities.

Notification

The Cases App is powered by the global notification system in apps. This system allows you to receive updates to your news feed as well as email updates for many different events that can occur within the app. Each employee can configure their own case notifications set up. Being a collection of methods that are often incorporated in many diverse settings in various ways, there are documents and notes that are used to utilize the need of News Feeds and Email Feeds for communication.

Trash

Trash feature is an enhanced feature which supports you to restore all the deleted cases. All the cases that were previously deleted are now available in the Trash.

Recent cases

Cases App provides an extraordinary section of recent cases which displays all the cases created and modified recently, with their type and date of creation.

• Easy navigation to recent cases
• Quick view of case type and creation date.

Cases Attributes

 

Cases can be adjusted to serve the need of yours. One important tool for adjusting the cases applications is the possibility to add the custom. The casesattributes describe each and every field of the case. These attributes are involved in the case creation.

Case information
Case #	Case number either auto generated or manually entered. If you want to enter it manually, customize the settings.
Status	The status of the case. It displays statuses like immediate, Assigned, Close, New, Pending input, etc. and your custom statuses.
Type	The type of the case. It displays types like Resource Request, Report a Problem, Technical Issues etc. and your custom types.
Priority	The priority of the case. It displays priorities like high, medium, low, etc. and your custom statuses.
SLA	It will be auto populated based on priority.
Assigned To	Name of the employee.
Summary	Short description about the case
Description	Brief description about case including key points
Overview
Item	Name of the product to which the case is linked. You can enter the product name, or select using search icon.
Need By Date	Estimated date given by the customer.
Project	Name of the project to which the case is linked. You can enter the project name, or select using search icon.
Date Resolved	Date resolved in the case.
Reported By
Customer	Name of the customer to which the case is linked. You can enter the customer name, or select using search icon.
Contact	Name of the contact to which the case is linked. You can enter the contact name, or select using search icon.
Email	Enter the email address.

Navigation

 

It is the most important section because all the case option is displayed here. From here you can create a case, view case by status, etc.

• Create Case – Creates a new case.
• Show All – All the created cases will be displayed.
• By Queue – cases assigned to employees and team will be displayed.
• To Follow up – follow ups scheduled for employees and team.
• By Status – Cases based on status.
• By Type – Cases based on type.
• By Priority – Cases based on priority.
• My Views – Views saved by you.
• Shared Views – Views shared by others.
• Quick Links – Directs to specific App start guide.

SLA – Service Level Agreement

 

Service level agreements allow you to add SLA’s for your cases.

There are 4 causes to perform action on case

1. When a case is not assigned to anyone.
2. When a case is not updated by anyone.
3. When a case is closed.
4. If the customer is not updated through an email regarding the case.

You can perform actions like reassigning the cases and/or email to the concerned manager or employee.

Create SLA

1. Click on “Create” button to create new SLA.
2. Provide “SLA Name” and add “Events”.
3. Select the status of the case.
4. Set the period for actions to be performed.
5. Set the action either “Re-Assign” or “Email” to “Manager” or “Team”or “Employee”.

Enable SLA to a Case

1. Once you’ve created SLA, go to “Priorities” setting.
2. You can view columns of priorities and SLA Name.
3. Click on “SLA Name” against your default priority name.
4. You can able to view the drop down with SLA names.
5. Select your preferred one.

Define SLA in creating case

After configuring the SLA and Priority setting, create a new case with pertained information.

Automatically you can view the “SLA Name” in cases creation page as shown in the image below:

Work flow of SLA

For instance:

We have created SLA in the name of “Turn Around Time” SLA holds events as sectioned below:

Event 1

When case is not assigned to anyone after 5 minutes the case should be reassigned to an employee “Mark Henry” and email should be sent to “Contact Team”.

Event 2

When case is not updated by anyone after 10 minutes the case should be reassigned to an employee “Sofia Meyer” and email should be sent to “Contact Team”.

Event 3

When the customer doesn’t update by email after 15 minutes, an email should be sent to an employee “Sofia Meyer”.

Event 4

When the case is not closed, the case should be reassigned to a team “Support” and email to “Manager”.

Cases Creation

 

Cases App supports you to track all the information from customer complaints or requests about a product or service. Cases can be created in three different ways:

• Creating cases manually
• Collecting cases through emails
• Collecting cases through API

Cases Creation

• Entering data in case creation page: You can enter the case details manually.
• Capturing cases through emails: You can authenticate your email address in Cases App settings to collect case details through customer emails. These details are captured directly in the Cases App.

Entering data in case creation page

1. Create case by clicking on “Create Case” button in the left navigation panel.
2. Provide the following information:
   • Case# – This is an auto generated or manually entered number to identify cases.
   • Type – Select a type from a predefined list.
   • Status – Select a status from a predefined list.
   • Priority – Select a priority from a predefined list.
   • Assigned To – Name of an employee. Search and select an existing employee.
   • Summary – Summary about the case logged.
   • Description – A short description about case.
   • Item – search and select item which is related to a problem.
   • Project – search and select projects from the existing list.
   • Need by Date – Date of case logged.
   • Date resolved – Resolved date of a case.
   • Customer – Name of the customer. It may be an existing customer or newly created.
   • Contact – Name of the contact. It may be an existing contact or newly created.
3. Click on “Create” button to complete.

Collecting cases through emails

You can automatically create a case when a customer emails you for support. You can use email ids or aliases to receive emails from your customers.

Email authentication

In order to receive emails in Cases App, you need to authenticate your email address in IMAP settings.

• Receiving Email Account – Your Email address for authentication.
• Password – Enter the password of your email address.
• IMAP Host Name – Host name of your email address for example: if you have Gmail account then host name is “imap.gmail.com”.
• “Addressed To” Email Account – Either you can choose same account or can redirect to email list.
• Port – port number of the domain for example: port number for Gmail is 993.
• Assigned To – Select an Employee to whom it should be assigned automatically.

Creating cases from emails

Once you’ve authenticated your email address, all your receiving emails will be collected as cases in Cases App.

Custom View of Case

 

You can use grouped viewing to set up a view column to show custom fields of cases. The example below shows you a view that groups all fields according to a view column set we created.
You are allowed to save your custom view and share with your users.
Custom views of cases are:

• View Column Set
• My Views
• Views Shared by Others
• View column set

View Column Sets

You can view cases with your preferred columns (fields) by default, you are provided with the peculiar feature which allows you to customize your own defined fields.

1. In Settings, click on “View Column Set” from the left navigation panel.
2. Click on “+” icon to add column set.
3. Enter the name for column set.
4. Choose your preferred fields to view Cases list.
5. Click on any view to view your cases list. Choose your column set that you added.
6. You can able to view the customized fields as shown in the image below:

My Views

By default you can view fields such As Case #, Status, Type, Priority, Assigned To and Summary.
If you want to view more case information, you need to select fields from “Display” field.
You can save our custom view of case information for your future reference in “My Views”.

The example below shows you my views:

1. Choose your preferred columns(fields) to display from “Show All”.
2. Search and save the result.
3. You can view the saved views in “My Views”.

Share Your Custom Views

In order to share your views with your employees, you must enable the “Share with other Users” option. While saving your custom view you must enable the option to share with other users. This allows your user to view the shared views in their account.

Shared Views

You can view the views shared by others in your account.
Click on “Shared Views” from the left navigation panel.

Cases Conversion

 

• Convert cases into projects – Case conversion allows you to convert all the case information into a project, you can also add the team to follow up case.
• Convert cases into work orders – Cases can also convert to work order  from where you can schedule an  appointment, provide services  for the case and get the approval from customer.

Convert cases into projects

1. Create a new case or select an existing case to be converted.
2. Click on “Convert” button.
3. Choose “Project” to convert.
4. On the project creation page (Projects App), Fill in the following details:
   • Name – Name of the Project.
   • Description – A short summary about a project.
   • Start Date – Starting Date of the project.
   • End date – Ending date of the project.
   • Status – Status of the project.
   • Priority – Priority of the project.
   • Customer – Name of the customer, this will be pre populated from Cases App.
   • Billing Method – Select a billing method from a predefined list.

Convert cases into work orders

1. Create a new case or select an existing case to be converted.
2. Click on “Convert” button and select “Work Orders”.
3. On the work order creation page (Work Orders App), fill in the following information:
   • Customer – Customer name will be prepopulated from case.
   • Contact – Select a customer associated contact or create new.
   • Approver – Name of the customer.
   • Sales Order – Order created for customer.
   • Work Order # – This is an auto generated or manually entered to identify the work order.
   • Case – Case number will be pre populated from case.
   • Assigned To – Employee Name will be pre populated from case.
   • Reported Date – Date of reporting.

Configuration Features

 

Collaboration

Collaboration allows you to customize associated information with activities like News feed, Calendar, Follow up, Tasks, Call logs, Emails, Documents and Notes. Click on “Show/Hide” button to enable/disable information.

Customize App

Customize App provides fields that are unique to your business. Custom attributes allow you to add any custom fields not provided in the creation page. Custom attributes include Sections and Attributes.

Email to Case

Email to case helps to capture Customer emails as cases. Provide IMAP email accounts to monitor by clicking “Add” button. Turn On/Off to acknowledge when a case is created. Click on “Edit” button to update acknowledge subject and message, if needed.

Message Templates

Message Templates allow you to set up predefined messages. These are customized email messages that you can send to your customers Message templates can be used with any email sent from Cases App, they are also used for auto-reminders.

Numbering

Case Number Generation:

You can either enter a case number manually or automatically generate. You have to provide a starting number and prefix for automatic generation.

Default Assignee:

Select Primary Employee/team for whom new cases should be assigned by default. Click on “Change” button and select an employee from the list.

Priorities

Priorities indicate how quickly the case needs to be resolved. You can create priorities by clicking “Create” button on priorities settings page.

Quick Links

You can add your own reference links for this app. These links will display on the left panel under the “Quick Links” menu. Click on “Create” button to add new quick links.

Reports

This allows you to customize reports to be shown in the dashboard, It includes:

General Report

Click on “Show/Hide” button to enable/disable reports.

Security

Cases Access Level allows you to provide access to Cases App. There are 2 options: Everyone with access to the cases app – Any user with access to Cases App can view all cases. Specific employees – Only employees who are assigned to work on a case can access it.

SLA’s

Service level agreements allow you to add SLA’s for your cases. Click on “Create” button to add new SLA’s in the dashboard.

Statuses

Statuses allow you to identify different status of cases. You can create status by clicking “Create” button on case statuses settings page

Types

Types help you to categorize and segment cases. You can create types by clicking “create” button on types’ settings page.

Views

Default Home Page View

It allows you to set default home page view, which includes:

• Cases Home
• Show All
• By Queue
• To Follow Up
• By Status
• By Type
• By Priority

Left Panel Views:

Views found on left navigation panel, are filters that allow you to access cases within the app. You can show/hide views in configuration, but you must at least enable one view. Click on “Update” button to apply settings.

API

Cases API provides following four API configurations:

• Create Case
• Read Case
• Update Case
• Delete Case