Customer Service and Support Automation requires highly focused CS Representatives who are on task to get the job done. But with Salesboom's Customer Relationship Management features, we take all the repetition out of Support Center work! Click here to see how your Customer Service and Support Team can be fully automated today!

What is a Case?

A case is a detailed log of a customer's problem, question, request etc.

Locate Customer Data

    You have just received a call from Phil Jones at Intracorp.
  1. First, locate the Intracorp account from the Accounts tab page.
  2. Look for Phil Jones' contact information in the Contacts section of Intracorp's account details page. You may need to create a new contact for Mr. Jones if one does not exist.
  3. It may also be necessary to verify that this customer is eligible for customer support.

Create a new Case

During your conversation with Mr. Jones, he told you about the problem he was having. You now need to create a case to describe this problem.

  1. Click the New Cases link located in the list of ADD options toward the top of the page.
  2. First, link the case to Mr. Jones, since he is the one who had the problem. To do this, click the icon located to the right of the Contact Name field. A window will pop up displaying a list of contacts. Choose Phil Jones from the list and close the window.
  3. Now fill in the rest of the case information and click the Save button to save the case.

Managing your Cases

Besides logging and handling your own cases, you may have cases assigned to you.

  • To view all open cases assigned to you, select the My Open Cases view.
  • To view all open cases throughout your organization, select the All Open Cases view and click Go!.

Solutions

A solution is a detailed description of how a customer issue, or case, was resolved.
  • When a solution is submitted, it generally needs to be reviewed to ensure it is satisfactory. This would be the responsibility of the Customer Service or & Support Manager.
  • The solution can then be published, making it accessible to other users. This adds to the solution base for your organization. Customer issue can be quickly resolved by searching the solution base for related issues.

Log a Call

Phil Jones from Intracorp has called to ask a question. Log a call to quickly record the details concerning a your conversation with Mr. Jones.
  • First, locate the Intracorp account from the Accounts tab page.
  • Look for Phil Jones' contact information in the Contacts section of Intracorp's account details page. You may need to create a new contact if one does not exist.
  • Click the Log a Call button located in the Task History section Mr. Jones' contact details.