Conclude Case—Exercises

Basic Data Setup

Task Basic Data

Purpose: The purpose of this exercise is to set up the basic data required for running this particular functionality.

Windows:
Task Basic Data

  1. Define a task type
  2. Define a task activity
  3. Define a task template

General exercise for Task Basic Data 

Required Data

Create Case

Purpose: The purpose of this exercise is to set up the basic data required for running this particular functionality.

Windows:
Case
New Case Assistant
New Case Issue

  1. Create 2 cases. Name the first one Case 1. 
  2. Name the second one Technical Request.

General exercise for Create Case 

Customer Communication Method

Purpose: The purpose of this exercise is to set up a customer communication method so that contact notes can be sent from the case.

Windows:
Customer

  1. Query for the customer you created earlier and enter a communication method with details.

General exercise for Customer Communication Method

Define Support Key

Purpose: The purpose of this exercise is to set up a support key for the customer so that you can be view it from the case.

Windows:
Support Key

  1. Create a support key for the customer you created.

General exercise for Create Support Key

Create Project

Purpose: The purpose of this exercise is to set up a project that can be used for time reporting. This exercise can be done only if the IFS/Project module is installed in the database.

Windows:
Project

  1. Create a new project and name it P100.

General exercise for Create Project

Main Exercise

Purpose: The purpose of this lesson is to dispatch, accept and reject call center cases, send e-mail messages and enter contact notes from a case, add business objects to a case, enter case resolution, reopen, cancel and close the case.

Windows:
Case

Dispatch Case

  1. Query for the case you created on the Case window. Right click and click Dispatch. The Dispatch Case dialog box is opened.
  2. Select the support organization that you created in the Support Organization field.
  3. Select the queue that you created in the Queue field.
  4. Click Ok.

Reject Case

  1. Right-click and click Reject. The Reject Case dialog box is opened.
  2. Click Ok.

Accept Case

  1. Right-click and click Accept. The Accept Case dialog box is opened.
  2. Click Ok.

Send E-mail Message

  1. Right-click and click Send E-mail message. The Send E-Mail Message dialog box is opened.
  2. Enter an e-mail address in the To field.

  3. Enter Please look into this case, in the Message field.

  4. Click Send.

  5. Click Ok.

Enter Description for Case

  1. Click the text area of the Description tab which is automatically selected when the Case window is opened
  2. Create a  new record (F5).
  3. Enter The Case is about a problem with..., in the text area below.
  4. Save the record. (F12)

Enter Tasks for Case

  1. Click the Tasks tab.
  2. Select a row, right click on it and click Create Task from Template. The Select Task from Template dialog box is opened.
  3. Select the value you defined previously for the Task Template Name field.
  4. Click OK.

Define Business Objects

  1. Click the Business Objects tab.
  2. Select the business object you defined in the Business Objects field.
  3. Select values for fields in the Business Object Selection dialog box which is opened.
  4. Use List to select the values that you defined.
  5. Click OK.

View Connected Cases

  1. Click the Case Overview tab.
  2. Select any combination of check boxes and click Refresh to view cases connected to the present case. 

Enter Contacts

  1. Click the Contacts tab and click the Contacts tab below.
  2. Select a row, right click on it and click Add Contact from Customer.
  3. Select the contact you defined and click OK.
  4. Select the To check box in that row.
  5. Save the record. (F12)

Enter Contact Notes

  1. Right-click on the Case window
  2. Click Enter Contact Notes.
  3. Select the value you defined as a contact in the To field.
  4. Enter The case is in progress, in the Message field.
  5. Click OK.

View Case Journal

  1. Click the Journal tab.
  2. Read through the journal entries that the system has entered for the particular case.

View Support Information

  1. Click the Support Info tab.
  2. View the support information.

View Customer Information

  1. Click the Customer Info tab.
  2. Click the tabs below and view the information in each tab.

Complete Case

  1. Right-click on the Case window.
  2. Click Complete.
  3. Click OK.

Reopen Case

  1. Right-click on the Case window.
  2. Click Reopen.
  3. Click OK.

Close Case

  1. Right-click on the Case window.
  2. Click Close.
  3. Click OK.

Report Time on Case

  1. Right-click on the Case window.
  2. Click Time Reporting.
  3. Double click on the lower table to create a new record. The value Case is automatically selected in the Item Type field.
  4. Enter 12 in the Hours field.
  5. If IFS/Project is installed in the database, select the project you created (P100) in the Project ID field.
  6. Click OK.