Cases allow for the detailed tracking and resolution of customer issues, incidents, or problems that require processing. With Cases, you group together multiple objects such as Work Orders, Subcases, Tasks and Part Orders, to relate to the issue. This way, a Case serves as a central point of access for resolution.
When should I create a Case?
You create a Case whenever a customer contacts you to resolve an issue. The resolution might involve multiple or minimum processing steps. Cases are created in various scenarios, some of which can be resolved online while some of them need to be addressed by an on-site visit (by dispatching a Work Order). Once the customer is satisfied with the results, the Case is logged, and an invoice can be created that considers other factors like Contracts, and Entitlements.
Can you give me an example of a Case?
For instance, a customer might call you for raising a complaint against a product defect. You then authenticate the customer and create a Case. If the product is within the warranty period, you might need to repair or replace the item as per the norms of the contract. If you have to send a technician, you might need to add a Work Order for the Case. However, if you are replacing the defected Part for the product you might need to create a Part Order. This way, you continue with various processing steps until the Case is resolved. If required, you may bill the customer, followed by closing the Case.
You can also do the following with Cases: