To complete this procedure; you must have Insert permission for Customer Service.
When creating a new case; you can select an Address Book entry or select an existing customer service case or activity associated with the Address Book entry.
- Click on the Address Book entry or an existing customer service case associated with the Address Book entry to make it the current entry.
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In the Hotlist page; click on an activity associated with the Address Book entry to make it the current entry.
- In the Address Book page; select Actions Create a Customer Service Case.
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In the Address Book or Customer Service page; right-click and select Create a Case.
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In the Customer Service page; select Edit Create a case.
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In the Address Book or Hotlist page; in the following pane; select the Customer Service tab; and select the Add icon.
The Details tab opens.
- If necessary; click the Contact field to search for a Contact for the case.
The Contact can be associated with any Company or Individual in the Address Book; and not only with the selected Address Book entry.
- Specify the basic fields for the customer service case.
- Select the applicable Products/Services and Categories for the case.
- Enter a Subject and a Description of the case.
- From the Key Fields for drop-down list; select a Key Fields list; and enter values for the fields in the list.
Key Fields lists contain system fields and user-defined fields. They may include the following fields:
- Follow-up deadline – Select the follow-up deadline for the case.
- Case Owner – Select the Maximizer user who is ultimately responsible for the closure of the case.
- Assigned to – Select the Maximizer user who the case is assigned to.
A Hotlist task; based on the follow-up deadline; is automatically created for the assigned user. The task is automatically modified when the follow-up deadline or assigned user is modified. And when the case is resolved; the task is marked as complete.
- Click Save to save the new customer service case.