C1 CC Using the Case Component

C1 CC Using the Case Component

Document number: 11595

Completing the Case Page Sections

Company Information: Enter Company name, address, Representative Name, Open Cases, SIN, Region, Contact method. Enter the PIN if a customer has the Accelerated Solution entitlement plan.
Problem Information: Enter Product/Service, Problem Type, PeopleTools Release, Summary, Details, Error Code, Error Message, Case Type, Priority, Case Status, Duplicate Case, Source, Business Unit, Provider Group, Assigned to.
Environment: Enter Environment, Environment Type, Environment Category, Value, and Release/Service Pack. The Environment initial status determines the options for the other categories in this section.
Case Escalation: Enter Escalation Level (1-Analyst Manager, 2- CSVP, 3- Product Loyalty Director Escalation Owner), Escalation Status (Approved, Awaiting Approval, Rejected).
Report Information: Enter the Report ID, Type, Status, and Summary. Icons link directly to ICE to create a report or search for an existing report.
Resolution Information: Enter the Solution ID, Summary, Status (Failed Resolution, In Consideration, Successful Resolution, Waiting on Customer, Withdrawn, Visibility), All or Internal, First Contact, Last Contact, Audit sub-record.

Creating Notes and Attachments

Select the Notes/Attachments tab to access the page to enter notes, and attach documents such as ICE reports.

Relating other Cases

Select the Related Cases tab to relate cases such as those created due to loss of server or other events.

Creating a Sales Lead

Select the Related Objects tab, and then select Lead from the Relate New Object drop-down list. Then, click the Go button to create a sales lead.

Identifying Interested Parties

Select the Interested Parties tab to identify managers or other workers who might want to track the case. Fields on that page let you define the name of the interested party as well as the reason for notification using the Reason Code.

Submitting a Lab Request

Submit a lab request to request the customer's environment be reproduced in order to research and resolve the problem. You must define the Request Type, Status, Database, and a problem Summary.

Viewing the Case History

Access the Case history tab to view a list of actions related to the case