Difference between revisions of "How to create a Case"
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| − | '''STEP 1 - Customer Details''' | + | '''STEP 1 - Customer Details''' |
| − | Customer - Type in the customer name here and select the correct name from the drop down menu that will appear. <br /> | + | Customer - Type in the customer name here and select the correct name from the drop-down menu that will appear. <br /> |
Search by Order Number - If you know the order number then type it in here. <br /> | Search by Order Number - If you know the order number then type it in here. <br /> | ||
Contact - You will be able to assign a contact once the Case has been created. <br /> | Contact - You will be able to assign a contact once the Case has been created. <br /> | ||
| − | Email Customer a Report on every Update (Doesn't apply if the Case is private) - Slide the slider to '''Green''' if you would like the customer to have a copy of the report | + | Email Customer a Report on every Update (Doesn't apply if the Case is private) - Slide the slider to '''Green''' if you would like the customer to have a copy of the report through email. <br /> |
Send Customer Initial Case Report - Slide the slider to '''Green''' if you would like to send the initial case report to the customer. <br /> | Send Customer Initial Case Report - Slide the slider to '''Green''' if you would like to send the initial case report to the customer. <br /> | ||
Private - Slide the slider to '''Green''' to make it that the customer is not e-mailed when creating or updating the Case. <br /> | Private - Slide the slider to '''Green''' to make it that the customer is not e-mailed when creating or updating the Case. <br /> | ||
| − | Assigned To - | + | Assigned To - Use this drop-down menu to select the staff member that the Case is to be assigned to. <br /> |
| − | Department - | + | Department - Use this drop-down menu to select the Department that the Case is to be assigned to. <br /> |
| + | |||
| + | '''STEP 2 - Case Details''' | ||
| − | |||
Title - Give the case a title. <br /> | Title - Give the case a title. <br /> | ||
| − | Initial Description (Part A) - This is where you can | + | Initial Description (Part A) - This is where you can type the initial description of the problem we suggest trying to make it as detailed as you possibly can.<br /> |
Priority - This is where you select the priority level to which you feel is appropriate. <br /> | Priority - This is where you select the priority level to which you feel is appropriate. <br /> | ||
Type - This is what category you need to put it under (I.E. part finder/accounts/point of sale). <br /> | Type - This is what category you need to put it under (I.E. part finder/accounts/point of sale). <br /> | ||
| − | Status - This is the status of the case. | + | Status - This is the status of the case. showing if it is ''active'' in ''progress'' etc select the correct tab for this case. <br /> |
Latest revision as of 09:27, 22 October 2021
STEP 1 - Customer Details
Customer - Type in the customer name here and select the correct name from the drop-down menu that will appear.
Search by Order Number - If you know the order number then type it in here.
Contact - You will be able to assign a contact once the Case has been created.
Email Customer a Report on every Update (Doesn't apply if the Case is private) - Slide the slider to Green if you would like the customer to have a copy of the report through email.
Send Customer Initial Case Report - Slide the slider to Green if you would like to send the initial case report to the customer.
Private - Slide the slider to Green to make it that the customer is not e-mailed when creating or updating the Case.
Assigned To - Use this drop-down menu to select the staff member that the Case is to be assigned to.
Department - Use this drop-down menu to select the Department that the Case is to be assigned to.
STEP 2 - Case Details
Title - Give the case a title.
Initial Description (Part A) - This is where you can type the initial description of the problem we suggest trying to make it as detailed as you possibly can.
Priority - This is where you select the priority level to which you feel is appropriate.
Type - This is what category you need to put it under (I.E. part finder/accounts/point of sale).
Status - This is the status of the case. showing if it is active in progress etc select the correct tab for this case.
