Document number: 11599

 

The Case component lets you create and manage cases and track the follow-up activities in support centers around the world. Use the Case component for most aspects of the case process.

The Case page provides the core functionality for call center activities. From the Case page, you have the option to identify the customer and installed product, enter problem information, search for solutions, and resolve the case. Use the tabs to access other pages for other case processes such as to add notes or attachments, relate other cases, create sales leads, and send notifications to interested parties on a case.

Other tabs in the Case component let you access and update case information:

• Notes/Attachments - Notes regarding the case, visibility, and representative related to the note.
  
  
• Case History - Description of events in the life of the case.
  
  
• Related Cases -Relate a new case or an existing case, specify the type of relationship, and define the business unit of the related case.
  
  
• Related Objects - Relate a Sales Lead to the case.
  
  
• Interested Parties - Create a list of people who may be interested in a case.
  
  
• Lab Requests - Log all customer Environment details and the steps taken to replicate and resolve a report in the lab.

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2001 All rights reserved.
Created: amq 02/19/03