How do I use cases to track customer issues?

For every customer issue, a case is created. Think of a case as the single record that tracks everything you do to solve that issue, from the first contact to the final resolution.

When you create a case, a new tab opens with its own unique case number so you can easily find it.

Let’s look at the most common way of creating a new case - from a customer phone call:

1. Expand the Create drop-down and select Case.

2. Populate the Case Note field.

3. Specify the Contact Type:

   • Account - If the call is from the Health Care Provider (HCP)

   • Associate - If the call is on behalf of the HCP, for example, their nurse or receptionist

   • User - If the call is from someone in your organization on behalf of the HCP

4. Specify the associated account.

5. Select Continue to Case Details.

6. Verify the auto-populated fields:

   • Case Owner - Auto-populates with the SCR’s name, edit if appropriate

   • Queue - Default queue is selected by default, select a different queue if appropriate

   • Severity - Normal is selected by default, select a different severity level if appropriate according to organization standards

   • Type - Select a different Case Type if appropriate:

     • Question - A case created from an inquiry, for example, “Do I have any more sample allocations?”

     • Incident - A case created from an event or occurrence, for example, “My samples were damaged during shipment”

     • Task - A case created to assign and track work for an Account, for example, “Update Dr. Ackerman’s address”

7. Select Create Case.