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.
From the Case Manager home page, open a case.
The case opens to the first task.Complete the fields in the form.
Use the left navigation to go to a different page of the case.
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Click Save draft to save changes.
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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.
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Notes can be enabled regardless of what state the case is in at the moment.
Take notes
In the Notes panel, type your note.
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:
Click Generate document.
A document preview appears.Click Download and save using the file browser.
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The document is downloaded to your computer.
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:
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.
When you are finished fixing issues, click Verify task again to clear the warnings.
Click the options menu for the case and select Complete.
The Reassign case window opens.Select a user to whom you are reassigning the case and click Done.
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Q & A
How do I know if a task has been completed?
Click Verify task to check for missing mandatory fields.
Incomplete fields will be highlighted in red and flagged in the left panel.
A success message appears if all mandatory fields have been completed.
Can I generate a report of the case?
Yes. If the case includes a document generation task, you can click Generate document, preview it, and download it.
How can I enable/unlock notes in a case?
Notes are locked by default and can only be unlocked by users with the required permission—typically supervisors.
To unlock: select Unlock notes from the options menu in the Notes panel.
What happens after I mark a case as complete?
You'll be prompted to reassign the case to a supervisor. The case is locked for you and moved to the next stage for review and approval.
Can I save a case in progress without completing it?
Yes. Click Save draft at any point to preserve your work without submitting the case for supervisor review.
Can a completed case be reopened?
No. Once a case is marked as complete, it is locked for supervisor review. Only supervisors can make edits or return it if changes are needed.