Congrats!
By centralizing communication, documentation, and case history into a single console, Service Center empowers you to handle complex inquiries with greater reliability. This structured approach ensures that every HCP interaction is recorded accurately, contributing to a higher standard of service and reliability.
Learn More About Service Center
To continue your learning, explore these resources:
Flight Simulator
Let’s practice!
Challenge - Create an Inbound Case
Let’s say you’re a field user who has just opened an Escalated case for Damaged Samples. Your goal is to:
- Upload a document
- Change the Case State
- Add comments
- Mark the case as Solved
Solution
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Select the appropriate case from the My Cases section of the Inbound tab.
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Select the Open Case button.
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Add a document:
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Select the Documents tab from the case console.
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Drag and drop a document to the Documents tab. For example, a photo of the damaged samples.
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Select a Classification for the document
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Log a delay:
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Select the case Lifecycle State drop-down
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Select On Hold
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Enter an explanatory comment, for example, “Waiting on shipping confirmation for lot #na-001.”
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Select Change Case Lifecycle State
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Select Comment
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Enter an update for other internal users accessing the case
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Select Save
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Reopen the case:
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Select the case Lifecycle State drop-down
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Select Open
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Enter an explanatory comment, for example, “Shipping confirmed”
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Select Change Case Lifecycle State
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Select the case Lifecycle State drop-down.
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Update State to Solved and include an explanatory comment. For example, "Confirmed resolution with Dr. Beacher."