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eSupport Manual

July 30, 2007

[pic]

eSupport Manual

July 30, 2007

Table of Contents

Creating a Case:

Using the 360-Degree View 4

Using the Support View 28

Searching a Case:

Using the 360-Degree View 52

Using the Support View 59

Transfer Case to Another Business Unit 64

Updating a Case 70

Installed Product 88

Closing a Case 119

Removing “Add a Note” after Sent Email 141

Saving a Search for a Provider Group Queue 146

Showing “My Cases” on Home Page 160

Appendices

Appendix A: Case Status Explanation 166

Creating a Case:

Using the 360-Degree View

Figure 1

|Step |Action |

|1 |Click the Customer 360-Degree View link. |

NOTE: There are two ways to create a new case.

1. Create a Case Using the Customer 360-Degree View.

2. Create a Case Through the Support Link.

Figure 2

|Step |Action |

|2 |Enter as much information as possible into one more of the search fields (try to use a unique identifier like the ASURITE Id) and click the Search |

| |button to find a given customer. |

Figure 3

|Step |Action |

|3 |Select the appropriate Customer in the Search Results by clicking the Last or First Name link. |

Figure 4

|Step |Action |

|4 |To open a new case, click the Add Case link. |

NOTE:

1. All available biographical information will be displayed on the 360-Degree View screen.

2. All cases display in the Activities section.

Figure 5

|Step |Action |

|5 |Enter a Summary of the case (Problem). |

| |Then provide more details about the nature of the case in the Description text box. |

|6 |Enter as much additional information as you know about the case using the drop down menus in the Case Information panel. |

NOTE: There are spell checkers next to each text field.

Figure 6

NOTE: By default, Technical Issue is selected and displayed in the Case Type field.

By default, Open – New Case is selected and displayed in the *Status field.

Figure 7

NOTE: When opening new cases, you may notice that the Provider Group and Assigned To fields default to the provider group and user that is opening the case. You will learn how to change provider groups shortly.

Figure 8

|Step |Action |

|7 |Click the magnifying glass next to the Asset Tag field to search for the appropriate asset tag. |

NOTE: Always try to use a unique identifier like the Asset Tag (property control) or Serial Number to locate inventory to which the case is related.

Figure 9

|Step |Action |

|8 |Enter the Asset Tag information you received from the customer. |

|9 |Click the Look Up button. |

Figure 10

|Step |Action |

|10 |Once the asset has been located, click the Asset Tag link. |

Figure 11

|Step |Action |

|11 |Click the Category drop down list and select the appropriate item. |

Figure 12

|Step |Action |

|12 |Click the Specialty Type drop down list and select an appropriate item. |

Figure 13

|Step |Action |

|13 |Click the Detail drop down list and choose the appropriate item. |

NOTE: The next few steps will take you through assigning the case to another provider group.

Figure 14

|Step |Action |

|14 |Click the Provider Group magnifying glass. |

Figure 15

|Step |Action |

|15 |Click the Provider Group ID text box, type all or part of the group ID you are searching and click the Look Up button. |

Figure 16

|Step |Action |

|16 |Once the results have been narrowed, select the appropriate Provider Group to which to assign the case. |

NOTE:

1. If you are a member of the selected provider group, a case can be assigned to the other members of that provider group.

2. If you are not a member of the selected provider group, the case can only be assigned at the group level.

Figure 17

|Step |Action |

|17 |Click the Notes tab to enter notes about the case. |

NOTE: From the Notes screen you can enter additional information so that other technicians can view the history of interactions in the case. Generally, notes are used to record each interaction (i.e., emails, phone calls) with the customer.

Figure 18

|Step |Action |

|18 |Enter relevant information in the Subject and Details text boxes. |

Figure 19

|Step |Action |

|19 |Click the Apply Note button. |

NOTE: It is possible that through your interactions, you may have solved a problem before a case is ever opened for it. Use Notes to record each one of your interactions before saving the case.

Notes cannot be edited once the case is saved.

Click the Apply Note button to record the content of each interaction with the customer before saving the case

.

Figure 20

NOTE: The note that was just created is displayed under the Notes Summary section.

To record another interaction before saving the case, click the Add Note button.

Figure 21

At this point, the case is ready to save. If not already resolved on the first contact with the customer, saving the case will start the case resolution process.

|Step |Action |

|20 |Click the Save Case button to save the case. |

NOTE: It will automatically be assigned a new case number/ID.

Figure 22

|Step |Action |

|21 |Click the Summary tab to see a full summary of the case you have just saved. |

Figure 23

NOTE: The initial save of this case will:

1. Assign the case a number/ID

2. Send an Automated Open Case Receipt to the customer, and

3. If the case has been assigned to another provider group, send an Auto-Notification to the assigned Provider Group.

Creating a Case:

Using the Support View

Figure 1

|Step |Action |

|1 |Click the Support link to begin the procedure. |

NOTE: There are two ways to create a new case.

1. Create a Case Through the Support Link

2. Create a Case Using the Customer 360-Degree View.

Figure 2

|Step |Action |

|2 |Click the Create Case link to open a new case. |

Figure 3

|Step |Action |

|3 |Enter the desired information into one of the Customer Information fields |

| |and click Search. |

Figure 4

|Step |Action |

|4 |Once the correct customer has been identified, click on the Last or First Name link. |

Figure 5

|Step |Action |

|5 |Enter a Summary of the case (Problem). |

| |Then provide more details about the nature of the case in the Description text box. |

|6 |Enter as much additional information as you know about the case using the drop down menus in the Case Information panel. |

NOTE: There are spell checkers next to each text field.

Figure 6

NOTE: By default, Technical Issue is selected and displayed in the Case Type field.

By default, Open – New Case is selected and displayed in the *Status field.

Figure 7

NOTE: When opening new cases, you may notice that the Provider Group and Assigned To fields default to the provider group and user that is opening the case. You will learn how to change provider groups shortly.

Figure 8

|Step |Action |

|7 |Click the magnifying glass next to the Asset Tag field to search for the appropriate asset tag. |

NOTE: Always try to use a unique identifier like the Asset Tag (property control) or Serial Number to locate inventory to which the case is related.

Figure 9

|Step |Action |

|8 |Enter the Asset Tag information you received from the customer. |

|9 |Click the Look Up button. |

Figure 10

|Step |Action |

|10 |Once the asset has been located, click the Asset Tag link. |

Figure 11

|Step |Action |

|11 |Click the Category drop down list and select the appropriate item. |

Figure 12

|Step |Action |

|12 |Click the Specialty Type drop down list and select an appropriate item. |

Figure 13

|Step |Action |

|13 |Click the Detail drop down list and choose the appropriate item. |

NOTE: The next few steps will take you through assigning the case to another provider group.

Figure 14

|Step |Action |

|14 |Click the Provider Group magnifying glass. |

Figure 15

|Step |Action |

|15 |Click the Provider Group ID text box, type all or part of the group ID you are searching and click the Look Up button. |

Figure 16

|Step |Action |

|16 |Once the results have been narrowed, select the appropriate Provider Group to which to assign the case. |

NOTE:

1. If you are a member of the selected provider group, a case can be assigned to the other members of that provider group.

2. If you are not a member of the selected provider group, the case can only be assigned at the group level.

Figure 17

|Step |Action |

|17 |Click the Notes tab to enter notes about the case. |

NOTE: From the Notes screen you can enter additional information so that other technicians can view the history of interactions in the case. Generally, notes are used to record each interaction (i.e., emails, phone calls) with the customer.

Figure 18

|Step |Action |

|18 |Enter relevant information in the Subject and Details text boxes. |

Figure 19

|Step |Action |

|19 |Click the Apply Note button. |

NOTE: It is possible that through your interactions, you may have solved a problem before a case is ever opened for it. Use Notes to record each one of your interactions before saving the case.

Notes cannot be edited once the case is saved.

Click the Apply Note button to record the content of each interaction with the customer before saving the case

.

Figure 20

NOTE: The note that was just created is displayed under the Notes Summary section.

To record another interaction before saving the case, click the Add Note button.

Figure 21

At this point, the case is ready to save. If not already resolved on the first contact with the customer, saving the case will start the case resolution process.

|Step |Action |

|20 |Click the Save Case button to save the case. |

NOTE: It will automatically be assigned a new case number/ID.

Figure 22

|Step |Action |

|21 |Click the Summary tab to see a full summary of the case you have just saved. |

Figure 23

NOTE: The initial save of this case will:

1. Assign the case a number/ID

2. Send an Automated Open Case Receipt to the customer, and

3. If the case has been assigned to another provider group, send an Auto-Notification to the assigned Provider Group.

Searching a Case:

Using the 360-Degree View

Figure 1

|Step |Action |

|1 |Click the Customer 360-Degree View link. |

Figure 2

|Step |Action |

|2 |Enter information into one or more search fields. Always try to use a unique identifier like the customer’s ASURITE ID. |

|3 |Click the Search button. |

NOTE:

1. Searching for cases using the Customer 360-Degree View is best used when searching by customer. However, Customer 360-Degree View can be used to search by other criteria as well.

Figure 3

|Step |Action |

|4 |Select the appropriate customer from the Search Results by clicking their corresponding Last or First Name links. |

Figure 4

|Step |Action |

|5 |Click the Open - New Case link. |

NOTE:

1. All available biographical information will be displayed in the Summary section on the 360 Degree View screen.

2. All tickets will be displayed in the Activities section.

Figure 5

|Step |Action |

|6 |Open cases appear in the Case-Open – New Case section. |

| |Identify the case you are searching for and click on its Case ID link. |

NOTE:

1. In the Case-Open – New Case section you can see the Case ID, Summary, and Date Created for the open cases.

Figure 6

NOTE:

1. When opening an existing case, the default view is the Summary tab.

2. You can now make any necessary edits to the case.

Searching a Case:

Using the Support View

Figure 1

|Step |Action |

|1 |Click the Support link to begin the procedure. |

Figure 2

|Step |Action |

|2 |Click the Search Cases link. |

Figure 3

You may need to scroll down the page to see the search criteria.

|Step |Action |

|3 |Select the Case text box and type in the Case ID. |

|4 |Click the Search button. |

NOTE:

1. Searching for cases using the Support link is best used when searching by Case ID.

However, the Support link can be used to search by other criteria as well.

Figure 4

NOTE:

1. When opening an existing case, the default view is the Summary tab.

2. You can now make any necessary edits to the case.

Transfer Case to

Another Business Unit

Figure 1

NOTE: When transferring a case from one Business Unit to another, the provider group is automatically assigned to the Business Unit's Help Desk.

For example, if transferring a case from W. P. Carey School of Business to University Technology Office, the case would be sent to the UTO Help Desk provider group.

|Step |Action |

|1 |Click the Case tab. |

Figure 2

|Step |Action |

|2 |Click the More tab. |

Figure 3

|Step |Action |

|3 |Click the Business Unit drop-down menu. |

Figure 4

|Step |Action |

|4 |Select the appropriate Business Unit. |

Figure 5

|Step |Action |

|5 |Click the Save button. |

Updating a Case

Figure 1 – The Case Screen

Once you have located the case you would like to update, you will need to insert updates pertaining to the case. The updates could be in the form of internal communications to technicians or external communications to the customer.

|Step |Action |

|1 |Click the Notes tab to begin the procedure. |

NOTE: To insert notes of customer interactions and send internal communications, you can click the Notes tab or the Add Note or Attachment button.

Figure 2

|Step |Action |

|2 |Select the Subject text box and enter a short, descriptive title. |

|3 |Click the Details text box and enter as much specific information as possible. |

|4 |Click the Apply Note button, once you have finished typing the note. |

NOTE: Notes are generally used to record interactions with the customer or to record to the case. A note could consist of phone conversations, emails, and updates. In the case of email, you could simply paste the content of the email into the Details text box.

Figure 3

You will see the note that was just created in the Notes Summary area.

To record another interaction before saving the case, click the Add Note button.

|Step |Action |

|5 |Click the Save button to ensure the updates to the case are saved. |

NOTE: Once the case is saved, notes can no longer be edited.

Figure 4

|Step |Action |

|6 |Click the Notify button to send an internal communication. |

NOTE: You may need to send an internal communication informing another technician of your correspondence with the customer.

Figure 5

|Step |Action |

|7 |Click the appropriate check box for the customer and/or provider group. |

|8 |To select another provider group, click the Select Provider Group button. |

NOTE: By default the customer and the assigned provider group is shown in the recipients list. To select the customer and/or provider group, click the appropriate check box.

To add another individual email address, enter as much of the full name of the individual or the full email address into the Enter Recipient text box and press the Select button.

To select another provider group, simple click the Select Provider Group button.

Figure 6

|Step |Action |

|9 |In the Provider Group text box enter as much of the provider group name or ID as possible. |

|10 |Click the Search button. |

Figure 7

|Step |Action |

|11 |Click the To check box for the appropriate Provider Group from the search results. |

|12 |Click the Add Selected to Recipient List button. |

Figure 8

Figure 9

|Step |Action |

|13 |Click the Email Template drop down menu to choose a template. |

|14 |Click the Apply Template button. |

NOTE: You will notice that the To check box for the provider group you just searched for has already been selected.

From the Email Template menu select the most appropriate email template for your internal communication. Once inserted, you may edit the subject or message as needed before sending.

Figure 9

|Step |Action |

|15 |When finished adding or editing any information in the message, click the Send button. |

Figure 10

NOTE: Once the notification has been sent, it is automatically saved to the Interactions section

Figure 11

|Step |Action |

|16 |Click the Email button to communicate externally with the customer. |

NOTE: This function can be used to follow-up or provide updates to the customer.

Figure 12

|Step |Action |

|17 |Click the Add/Modify Recipient List link to add more recipients to the email. |

Figure 13

|Step |Action |

|18 |Click the First Name and Last Name text boxes and enter as much of each as possible in the search fields. |

|19 |Click the Search button. |

NOTE: Remember this particular search on first and/or last names cannot be refined, so it could bring back a large list of results.

Figure 14

|Step |Action |

|20 |Select the appropriate recipient from the search results. Check the box associated with either the To, CC, or BCC field. |

|21 |Click the Add to Recipient List button to add the email address to the recipient list. |

|22 |When finished adding recipients, click the OK button. |

NOTE: The email address can also be typed into the To, CC, and BCC fields.

Multiple emails in the same field need to be separated by semicolons.

Figure 15

|Step |Action |

|23 |Click the Template drop down menu to select the most appropriate email template for your internal communication. |

|24 |Click the Apply Template button. |

NOTE: After applying an email template, you may edit the subject or message as needed before sending.

Figure 16

|Step |Action |

|25 |When finished adding or editing any information in the message, click the Send button. |

NOTE: Be sure to utilize the spell checker function before sending.

Figure 17

|Step |Action |

|26 |When prompted to enter a note, click the No button. |

NOTE: Always click No at the "enter a note" prompt after sending an email, it will only apply the note to the email not the note section of the case. If you prefer not to receive this prompt, the simulation on Removing a Note shows you how to deactivate this prompt.

Installed Product

Figure 1

NOTE: You must first verify a Product Definition exists for a new piece of equipment before you can add it as an Installed Product to a particular customer.

|Step |Action |

|1 |Click the Products CRM link. |

Figure 2

|Step |Action |

|2 |Click the Product Definition link. |

Figure 3

|Step |Action |

|3 |Enter the SetID (e.g., ASU00). |

|4 |Click Search to see if a product definition already exists. |

Figure 4

|Step |Action |

|5 |To make the search easier, click the Description link to alphabetize the search results. |

Figure 5

NOTE:

1. If the product already has a definition, you can proceed to adding the installed product. Go to page 101 and continue with step 17.

2. If the product does NOT have a definition yet, you have to create the definition first. Proceed with step 6 on the next page.

Figure 6

|Step |Action |

|6 |Click the Add a New Value tab. |

Figure 7

|Step |Action |

|7 |Click the Add button. |

Figure 8

NOTE: Fields marked with * are required and need to be filled with Product Details information.

|Step |Action |

|8 |Type in the product Name. |

|9 |Type in the Model Number. |

|10 |Look up the Brand using the magnifying glass icon adjacent to it. |

Figure 9

|Step |Action |

|11 |Select the brand from the list. |

Figure 10

|Step |Action |

|12 |Look up the Category using the magnifying glass icon. |

Figure 11

|Step |Action |

|13 |Select the category from the list. |

Figure 12

|Step |Action |

|14 |Enter more detailed information about the product into the Long Description text box. |

|15 |Enter information into the Item ID field. |

|16 |Click the Save button. |

NOTE: Always enter SERIALRETURN into the Item ID field. This will ensure the Item ID is returned when completing a search for the installed product.

Figure 13

NOTE: The Product ID is generated by the system.

Write down the Product ID, as it will save time when later searching for the product.

Figure 14

|Step |Action |

|17 |Click the Installed Product and Service link to assign the product to a customer. |

Figure 15

NOTE: Validate that the correct SetID is entered (e.g., ASU00)

|Step |Action |

|18 |Click the Add Installed Product button. |

Figure 16

|Step |Action |

|19 |Click the Add Installed Product button. |

Figure 17

|Step |Action |

|20 |Click the Advanced Search link to search for a customer. |

Figure 18

|Step |Action |

|21 |Type in the customer ASURITE ID. |

|22 |Click the Search button. |

Figure 19

|Step |Action |

|23 |Once the correct customer has been identified, click the link for the Customer's Last Name in the Search Results section. |

Figure 20

|Step |Action |

|24 |Look up the Department for a given customer using the magnifying glass icon. |

Figure 21

|Step |Action |

|25 |Select the department from the list. |

Figure 22

|Step |Action |

|26 |Click the magnifying glass to look up the Region ID (where the new product is going to be located). |

Figure 23

|Step |Action |

|27 |Select the location (Region ID). |

Figure 24

|Step |Action |

|28 |Enter the Product ID Description. |

|29 |Click the magnifying glass to look up Item ID. |

Figure 25

NOTE: Based on the Product ID the search will display the corresponding item.

|Step |Action |

|30 |Click the SERIALRETURN link. |

Figure 26

|Step |Action |

|31 |Enter the Serial Number. |

|32 |Enter the Asset Tag. |

|33 |Click on the Calendar Icon to select the date the product was installed. |

Figure 27

|Step |Action |

|34 |Select the date the product was installed. |

Figure 28

|Step |Action |

|35 |Click on the Status drop-down menu and select Installed as the product’s status. |

|36 |Click the magnifying glass to look up the Warranty Name. |

Figure 29

|Step |Action |

|37 |Click the Look Up button. |

|38 |Select the appropriate warranty. |

Figure 30

|Step |Action |

|39 |Click the Save button. |

Closing a Case

Figure 1

In order to close a case, two things must happen:

1. A solution for the case must be found or created.

2. The status of the case has to be changed to closed.

|Step |Action |

|1 |Navigate to the Solution tab of the case you wish to close. |

Figure 2

|Step |Action |

|2 |Click the New Solution tab. |

NOTE: The case summary is automatically added to the Search Text field. However, the Search, FAQ and the Frequently Used Solutions feature are currently not available.

Thus a New Solution must be created.

Figure 3

|Step |Action |

|3 |Click inside the Enter New Solution text box and type the details of the solution as needed. |

|4 |Click the Attempt button. |

NOTE: Once the Solution details have been entered, click the:

• Attempt button if you are planning to email the solution.

• Solve button if the issue has been already resolved.

Figure 4

|Step |Action |

|5 |Click the Check Box of the solution you want to email for possible resolution. |

|6 |Click the Email button to email the solution to the customer for possible resolution. |

Figure 5

The Outbound Email form is displayed:

• The From field will always display the system default email address (e.g. support@asu.edu).

• The To field will default to the customer's email address.

Figure 6

|Step |Action |

|7 |Scroll to the right to see other options. |

|8 |Click the Add/Modify Recipient List link to add recipients to an email. |

Figure 7

|Step |Action |

|9 |Click inside the First Name text box and enter the recipient’s first name. |

|10 |Click inside the Last Name text box and enter the recipient’s last name. |

|11 |Click the Search button. |

NOTE: The search on first and/or last names cannot be refined, so it is possible get a large result list.

Figure 8

|Step |Action |

|12 |Locate the person you searched for in the Search Results section. |

|13 |Click the check box that is associated with the desired method (To, CC, or BCC) for sending email to that person. |

NOTE: The email address can also be typed directly into the To, CC, and BCC fields in the Recipient List.

Multiple emails in the same field must be separated by a semicolon without spaces.

Figure 9

|Step |Action |

|14 |Click the Add to Recipient List button. |

|15 |Once all recipients have been added and appear in recipient list, click the OK button. |

Figure 10

|Step |Action |

|16 |Click the Add Attachment button if you want to add a file (e.g., user guide) to the email. |

Figure 11

|Step |Action |

|17 |Click the Browse... button to locate the attachment file. |

Figure 12

|Step |Action |

|18 |Select the file you want to upload as an attachment. |

|19 |Click the Open button. |

Figure 13

|Step |Action |

|20 |Click the Upload button. |

Figure 14

|Step |Action |

|21 |Once the message is completed, click the Send button. |

NOTE: Be sure to utilize the spell checker function before sending.

Figure 15

|Step |Action |

|22 |Click the No button. |

NOTE: Always click No at the "enter a note" prompt page after sending an email because it will only apply the note to the email not the Note section of the case.

If you prefer not to receive this prompt, the simulation on Removing a Note shows you how to deactivate this prompt.

Figure 16

|Step |Action |

|23 |To stay in the case, click on the History field drop down menu. |

Figure 17

|Step |Action |

|24 |Select Case to return to the Summary page for a given case. |

Figure 18

|Step |Action |

|25 |Under the Status column, set the solution to Waiting on Customer. |

NOTE: Once the solution has been sent, if the case Status is still Open – New Case and no activity has taken place after 48 hours (2 business days), the application will send an automated reminder to the technician that the case has had no activity since the last solution was sent.

Figure 19

|Step |Action |

|26 |Click the Save button to save the case. |

NOTE: The application (PeopleSoft) defines Solutions and Resolutions differently.

• Solution is an attempt that may resolve the problem (case). A solution can succeed or fail.

• Resolution is a successful solution. In order to close a case, there must be a successful resolution.

Figure 20

|Step |Action |

|27 |To close the case, click the check box of the successful solution in the Select column of the Solutions Considered for this Case section. |

|28 |Click the Solve button. |

NOTE: The Status will automatically change from Waiting on Customer to Successful Resolution.

Figure 21

|Step |Action |

|29 |Click the Save button and the case will be automatically closed. |

NOTE: An automated Closed Case Receipt will be sent to the customer.

Removing “Add a Note”

after Sent Email

Figure 1

|Step |Action |

|1 |Click the Email button. |

NOTE: In order to remove the "Add a Note" notification after sent email, access any case in the system. You can be the customer in that case or the case might have somebody else listed as a customer.

Figure 2

|Step |Action |

|2 |Click the User Preferences button. |

Figure 3

|Step |Action |

|3 |Uncheck the box for "Prompt for note entry after outbound email has been sent or submitted". |

Figure 4

|Step |Action |

|4 |Click the OK button. |

Saving a Search

for a

Provider Group Queue

|Step |Action |

| 1 |Click the Support link from the main menu. |

Figure 2

|Step |Action |

| 2 |Click the Search Cases link. |

Figure 3

|Step |Action |

| 3 |All cases display. |

| |Click the magnifying glass to look up the Provider Group. |

Figure 4

|Step |Action |

| 4 |Navigate to the provider group and select the group provider by clicking the appropriate link. |

Figure 5

|Step |Action |

| 5 |Click the Search button. |

Figure 6

|Step |Action |

| 6 |The search returns all the cases for the selected Provider Group. |

| |Click the Save Search Criteria link. |

Figure 7

|Step |Action |

| 7 |Enter the appropriate Provider Group name you want to be displayed in the Use Saved Search drop down menu. |

Figure 8

|Step |Action |

| 8 |Click the Save button. |

Figure 9

The remaining steps will show you how to use the Saved Search feature.

|Step |Action |

| 9 |Click the Support link from the main menu. |

Figure 10

|Step |Action |

| 10 |Click the Search Cases link. |

Figure 11

|Step |Action |

| 11 |Click the drop down button to select the Provider Group from Saved Search. |

Figure 12

|Step |Action |

| 12 |Select the appropriate Provider Group from the Use Saved Search drop down menu. |

Figure 13

|Step |Action |

| 13 |Click the Search button to display all the cases for the selected Provider Group. |

Showing “My Cases”

on Home Page

Figure 1

|Step |Action |

| 1 |Click the Content link. |

Figure 2

|Step |Action |

| 2 |Check the Agent - My Cases box. |

| 3 |Click the Save button to display the cases for the agent (technician) currently logged into the system. |

Figure 3

NOTE: You can move the Agent - My Cases window on the screen (e.g. to be adjacent to the Menu window).

|Step |Action |

| 4 |Click the Layout link. |

Figure 4

|Step |Action |

| 5 |Click on the Agent - My Cases item. |

| 6 |Use the navigation arrows to move a window between the left and right columns. |

| 7 |Click the Save button. |

Figure 5

ure 8

NOTE: The new layout is reflected on the Home Page.

Appendix A:

Case Status Explanation

|Status |Explanation |

| Failed Resolution |The customer has attempted the solution and the solution did not solve the customer’s problem. |

|In Consideration |This solution has not been suggested to the customer yet. The solution is in the list so that it is available when you |

| |are ready to try it. |

| Successful Resolution |The solution solved the customer’s problem. Only one solution can have this status on a case. If you want to change any |

| |solution information, you must reopen the resolution area of the case. This will change the status of the successful |

| |solution from Successful Resolution to Failed Resolution and enables all the solution fields again. |

| Waiting on Customer |You have suggested this solution to the customer, but you don’t now whether the solution worked. |

| Withdrawn |The solution should not have been associated with the case, and will be disregarded in all solution- related metrics. |

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