Solution

Chapter: Case Management

Topic: Case

The contact center agent processes several business transactions relating the component 7118.
An alert informs the agent to create a case to manage all the information together. The case is
assigned to a case processor. The case processor reviews the case history and assigns a team
of people to work on the case by creating activities to be fulfilled by the team. Additionally, a
case note is added instructing the team to link all electronic forms to the case.

1-1 Log on to the Enterprise Portal with the user name provided by your trainer.
Navigate to Service & Support  Case Management.
2-1 Choose Create.
A pop-up appears and you have to choose the action Incident Tracking.

Maintain header description ##_Megastore_Case.

Maintain the priority and as the processor Lou Windham (400440). Use search
functionality to find the employee Lou Windham.
 2-1-1 Save the Case.

3-1 Now you want to enter the case data.

3-1-1Create a Case note: Text Type: Description/Language: English

3-1-2Go to the Business Partner tab and insert the Business Partner ##Megastore.

3-1-3Maintain the reason why you linked this BP.

3-1-4Go next to the Products tab and insert the Installed Base Component 4691.

4-1 Next, you can create a new Activity for this case. Go to the Activities tab and choose
Create to create a new activity.
4-1-1 Select the activity type Contact and enter the activity data. (Start Date; End
Date; Activity Partner ##Megastore)
Select the Documents tab to attach a document to the case. Use the Browse button to
search for the document that you want to attach to your note. If you want, you can use
the Add with Name option. Now select the Add Document to upload the file.

4-1-2 To add a Service Process to the case, you have to go to the Linked Objects tab.
Go to the page where you can find the service orders.

Use the Advance Search function to find the service order that you want to attach.
 Select a service order

Your selected order appears in the Linked Objects field under Service Order.

4-1-3 Save the Case.

4-2 Now you want to add a sub case to your new created case. Go to the Hierarchy tab.
Select Add entry to search for a case that you want to add.

Open the Advanced search.

Search for all cases.

4-2-1 You want to add the Case ##_Megastore_Case as the sub case for your new
created case. Select the field before the Case Type to add this case.
4-2-2 Choose Save. Check that the sub case is visible in the Root.