Congrats!

You’ve now seen how Service Center enables reps to capture work from any channel—phone, email, or manual creation—without ever leaving Service Center.

By centralizing these entry points and enforcing a clear path from case creation to resolution, you can empower Service Center reps to handle higher volumes of requests with greater accuracy and less stress, leading to faster and more accurate resolutions for accounts.

Learn More About Service Center

To continue your learning, explore these resources:

Flight Simulator

Let’s practice!

Challenge - Create and Resolve an Inbound Case

In a high-volume Service Center, speed is critical. A phone call is coming in right now from Dr. Clinton Ackerman, a frequent caller. You must demonstrate how to bypass manual intake and launch a case directly into an Open state, then take the following actions:

  • Update the Case Details (Subject, Category, Product, Type)

  • Add a note

  • Upload a document

  • Add comments

  • Mark the case as Solved

  1. Select the Accept Call button on the incoming call notification.

  2. Select the + Create Case button located in the account's row.

  3. Update the Case Details:
  • Select the Subject field and type a short description. For example, "Inquiry regarding product interactions."
  • Complete the key case details: Category, Product, and Type
  • Select Save
  1. Add a note:
  • Select the Notes pop-up from the case console
  • Enter the appropriate text
  • Select Save

  1. Add a document:

  • Select the Documents tab from the case console.

  • Drag and drop a document to the Documents tab. For example, a product indications document for Larry or other internal users to reference.

  • Select a Classification for the document

  1. Add comments:

  • Return to the Notes tab

  • Select Comment
  • Enter the appropriate text
  • Select Save

  1. Select the case Lifecycle State drop-down.

  2. Update State to Solved and include an explanatory comment. For example, "Confirmed resolution with Larry Lakes - Dr. Ackerman has the information he needs".

  3. Select the Change Case Lifecycle State button to finalize the change.