Complete a case

A case consists of a series of tasks for an agent to complete. Each task can have multiple parts including filling out forms and other actions. Once the case is completed, the agent submits it for review to a supervisor.

This article explains how to work with case types that have already been configured by an administrator.

To create or edit a new type of case see, Configure a case type.

Filling in forms

A large part of completing a case is filling in forms with the information you obtain from a customer.

1. From the Case Manager home page, open a case.
   The case opens to the first task.

2. Complete the fields in the form.

3. Use the left navigation to go to a different page of the case.
   
   

4. Click Save draft to save changes.
   

Taking notes

Notes are a way of adding comments to a case. This enhances the collaboration between different agents and supervisors as the case is being processed.

Enable notes

Notes are disabled by default. Enabling the notes is a permission typically reserved for a supervisor role.

To enable notes:

In the Notes panel, click the options menu and select Unlock notes.

Notes can be enabled regardless of what state the case is in.

Take notes

1. In the Notes panel, type your note.

2. Click the + to add the note.
   
   
   The note is saved in the panel with the name of the author of the note.
   

Generate a document

Some tasks in a case enable you to generate a document that uses data from the case to populate fields in the document.

To generate a document:

1. Click Generate document.
   
   
   A document preview appears.

2. Click Download and save using the file browser.
   

   
   The document is downloaded to your computer.

Invite customer to a collaboration session

Case Manager allows agents to initiate a customer-facing collaboration session directly from a case. This enables customers to complete tasks such as confirming information, signing documents, submitting forms, or uploading files in real time. Agents can monitor the session’s progress and access completed documents directly from the case.

When a customer is invited to a collaboration session, they receive an email or SMS with a secure link to join a live chat environment where they can complete the actions assigned to them.

How to invite a customer

1. Click  Invite Customer on the task page.
   

2. In the Customer engagement dialog, enter the participant details, including name, phone or email, and authentication information for session access PIN (if enabled).

3. Click  Done.
   

   The name of the Workflow and the list of steps appear on the task page.

4. Click the documents icon on the right side.
   

   
   Links to completed documents and uploaded documents appears in the pane on the right.
   

Additional customer-facing tasks

If there are additional collaboration tasks in the case:

Open the task and click Add to Session.

The customer-facing Workflow for that task is added to the session that was already started.

Changing the case status to complete

You can mark a case as complete once all mandatory fields have been filled in or selected.

To complete a case:

1. Click Verify task to see if you missed any mandatory fields in a task.
   
   
   Issues in the task should up as red fields in the task and a warning message on the task in the left panel.
    
   

2. When you are finished fixing issues, click Verify task again to clear the warnings.

3. Click the options menu for the case and select Complete.
   
   

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