This course covers creating and managing cases and tasks. Cases and tasks can be created in several ways after a contact with a customer has been initiated. Also the course describes entering the necessary information for the case such as contact information, business object, case classification and case description. In addition, the course explains the case handling flow and the different statuses of the case.
The estimated time to complete this course is 2 hours and 30 minutes.
This course was designed primarily for call center personnel.
This chapter covers several different ways of creating a case. Cases can be created in the Windows client, Web client or using Activity handler.
Before taking the lessons in this chapter, you should have completed defining basic data for a case.
The estimated time to complete this chapter is 30 minutes.
This chapter was designed primarily for call center personnel.
This chapter describes the necessary steps to conclude the case. The state of the case can be changed and information can be entered about the case. An enterprise application search can be performed when you need to search through call center cases/global solutions or active/historical work orders for a word related to a call center case on which you are working.
Before taking the lessons in this chapter, you should have created a case in call center.
The estimated time to complete this chapter is 45 minutes.
This chapter was designed primarily for call center personnel.
This chapter describes how to create tasks for cases.
Before taking the lessons in this chapter, you should have created a case in call center.
The estimated time to complete this chapter is 30 minutes.
This chapter was designed primarily for call center personnel.
This chapter describes how to work with tasks. The state of the task can be changed and information can be entered about the task.
Before taking the lessons in this chapter, you should have created a task.
The estimated time to complete this chapter is 45 minutes.
This chapter was designed primarily for call center personnel.