resolve-a-customer-service-case

1. Click on the Customer Service case to make it the current entry.

1. Right-click and select Resolve.

– or –

In the Details tab; select the Resolve icon.

1. Specify the billing information for the case.

• Select a Billing type.
• Specify the number of hours worked on the case in the Billable time (hrs) field.
• Enter the hourly rate in the Billing rate field.
• If Maximizer prompts you to update the Case fee automatically by multiplying the Billing rate by the Billable time; click either Yes or No to specify your preference. Otherwise; enter the Case fee.

1. Enter the Solution notes for the case. These notes would include any specific information about how the case was resolved.

You can also select a knowledge base article to link to the case; or create a draft knowledge base article from the solution note.

1. Under Case Users/Case Monitors Notification and Address Book Entry Notification; specify how you want to notify other Maximizer users and the Address Book entry associated with the case.

In either section; select Include related article as attachment to attach the knowledge base article associated with the case to the email message.

1. Click OK to finish.