Processing Cases

This chapter provides overviews of processing a case and solutions and discusses how to:

• Search for solutions.

• View the Case Summary page.

• Add notes and attachments.

• Add tasks to a case.

• Review case history.

• Manage related cases.

• Manage related actions.

• Identify interested parties.

• Record billing information.

• Enter attribute information.

• Select, print, and email case information.

Understanding Processing a Case

You perform some case management activities in the Case component on pages other than the Case page.

Pages that are present in PeopleSoft Support, PeopleSoft Analyst Service Center, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources are illustrated only once. Pages that show customer and contact fields are from PeopleSoft Support. Pages that show employee fields are from PeopleSoft HelpDesk cases.

Understanding Solutions

PeopleSoft ERMS, FieldService, Quality Management, and call center applications enable you to track both the final solution—the one that resolved the caller's problem—and other solutions that were considered. By tracking all solution usage, you capture valuable information about the effectiveness of your solution set.

You can search for solutions by clicking the Find Solutions button at the bottom of any page in the Case component, or you can access the Solutions page directly.

See Finding and Attempting Solutions.

Viewing the Case Summary Page

The Case Summary page enables users to see all the case information and case activity on a single page.

Modify the display template to control what information and sections you want to be visible on this page. The Case Summary page can consist of these sections:

• Problem

• Case Information

• Notes Summary

• Tasks

• Attempted Solutions

• Related Actions

• Related Cases

• Interested Parties

• Event History

• Billing Information

Note. The PeopleSoft system does not deliver all sections of the Case component as active. You must use the pages within the Display Template component to activate the pages, sections, and fields within the Case component that you want to use to implement your system.

See Configuring Display Templates for Components.

Page Used to View the Case Summary Page

Viewing the Summary Page

Access the Summary page (Support, Search Cases, Case, Summary or HelpDesk, Search Cases, Case, Summary or HR HelpDesk, Search Cases, Case, Summary or Analyst Service Center, Search Cases, Case, Summary).

Use the Summary page to view and manage case information from a single page.

Note. The number to the right of the tabs that appear at the top of the page indicates the number of items that appear on that page. For example, if the system displays the number 2 in parentheses on the Notes tab, then two notes are associated with the case.

Adding Notes and Attachments

This section provides an overview of notes and attachments and discusses how to add notes and attachments to a case.

Understanding Notes and Attachments

Recording notes and attaching files to those notes is often essential to a user's work. Notes are the primary method that is used to track case research and communications. If you exchange files with the caller, you need to associate those files with the case.

PeopleSoft CRM provides a standard interface for working with notes and attachments across all the components that require this functionality. On the Case page, you can use text trays and quick keys to auto-fill static and dynamic data to create notes about a case. The Notes page is enabled when delivered.

Note. Once a case is closed, you can add a note on the Notes page by clicking the Add Note button or on the Summary page by clicking the Add Note or Attachment button. You cannot enter a note on the Case page in the Add a Note section.

Adding Case Notes for Inbound and Outbound Email

If the ERMS application is licensed and installed, you can set up the system to automatically add notes to cases when inbound email are received and outbound email are sent for them. When the Add every notification as Note to the Associated Case option is selected, the system adds a note to the case for each email it receives and delivers using the information from the email, as described in this table:

Here are a list of scenarios where the system adds a case note when an email is received or sent from a case:

• When an agent creates a case from an inbound email on the Recent Activities tab of the email workspace.

  A case note for the inbound email is added to the new case.

• When a case is created automatically from an inbound email (based on a setup option).

  A case note for the inbound email is added to the new case.

• When an agent associates an existing case to an inbound email from the email workspace.

  A case note for the inbound email is added to the existing case.

• When an agent sends an email response for an inbound email on the email workspace and the inbound email is associated with a case.

  A case note for the outbound email response is added to the case.

• When an agent sends an email response for an inbound email from a case.

  A case note for the outbound email is added to the case.

• When an agent sends an outbound email (not a response) from a case.

  A case note for the outbound email is added to the case.

• When a customer sends an email response (inbound email) for an agent's outbound email that is associated with a case.

  A case note for the inbound email is added to the case.

• When an agent sends one or more solutions by email from a case.

  A case note for the outbound email is added to the case.

• When an agent sends one or more notes by email from a case.

  A case note for the outbound email is added to the case.

• When an AAF policy sends an outbound email from a case based on a triggering event.

  A case note for the outbound email is added to the case.

• When an agent sends a reminder using the Set Reminder feature from a case.

  A case note for the outbound reminder is added to the case.

See Defining System Settings for Email Processing.

Page Used to Add Notes and Attachments

Adding Notes and Attachments

Access the Notes page (Support, Search Cases, Case, Notes or HelpDesk, Search Cases, Case, Notes or HR HelpDesk, Search Cases, Case, Notes or Analyst Service Center, Search Cases, Case, Notes).

The Notes Summary region of the page includes the following fields:

The Note Details region of the page includes the following fields:

Agents can use text trays and quick keys to auto-fill static and dynamic data and create notes about a case.

Note. Static data is text that is part of text tray entry, such as “Customer resolved problem on their own.” Dynamic data includes tokens that the system dynamically resolves when the entry is used. For example, if you want to include the agent's name in a note, you could create a text tray entry such as “Contact {agent name}.” In this example, the text in brackets is the token, and the system substitutes the agent's name when the full text is applied.

See Also

Working with Notes and Attachments

Adding Tasks to a Case

The Tasks page provides call center agents with the ability to assign tasks to themselves or to other agents. Agents can add and update task information either on the Task page or on the Task section on the Case Summary page. They can also add a task or drill down to the Task Details page to create or update task details. Users can also create a task when the case is closed.

See Also

Working with Active Analytics Framework

Defining Task Group Templates

Page Used to Add Tasks to a Case

Adding Tasks to a Case

Access the Tasks page (Support, Search Cases, Case, Tasks or HelpDesk, Search Cases, Case, Tasks or HR HelpDesk, Search Cases, Case, Tasks or Analyst Service Center, Search Cases, Case, Tasks).

Type	Displays various icons to indicate the type of task that appears. For example, if the task type is To Do, the system displays a green box with a check mark.
Subject	Click this link to go to the Task Details page, where you can update task information, add notes, and reassign workers.
Add Task	Click this button to go to the Task Details page to add new tasks to the case and assign workers to the task. Users can also click this button to create a task after the case has been closed. See Working with Tasks.
Task Group	Select a group of tasks to be applied to the case.
Add Task Group	Apply the group of tasks specified in the Task Group field. All the individual tasks from the specified task group template will be added to the case. Note. The only task templates which will appear in this field are those which have a status of Active and which belong to the application usage selected for task templates on the corresponding Display Template ID.

Reviewing Case History

This section provides an overview of case history and discusses how to:

• View the event history of a case.

• View interactions for a case.

• View assignments for a case.

• View the audit trail for a case.

Understanding Case History

The Case History page has these four subtabs:

• Event History page

  Event history provides a summary of the major events in the life cycle of a case.

• Interactions page

  Case interactions are the sum of the events that take place when a customer or worker contacts the organization.

• Assignments page

  This subtab lists all the provider group and agent assignments associated with the case. It also lists the amount of time and percentage of service level consumed by each assignment.

• Audit History page

  Case auditing complements event history processing by providing an automated mechanism for keeping a detailed change history without cluttering the Event History page. Events are configurable.

There is some overlap in the data that these pages capture.

See Configuring Case History Actions.

Event History Page

This page displays information about major events in the life of the case, including a description of the event and details of any field changes that are associated with the event.

AAF policies determines the events that are logged. In addition, each item references the policy name containing the case history action that logged the item. Policies are not active until you set them up.

The Interactions Page and the Audit History pages display information that also appears in the case history table. So, whenever there is an interaction, the system displays it on the Interactions page and in the case history table. The same is true for the Audit History page. Whenever a change is picked up by the Audit history page, the system displays it in the case history table.

See Configuring Case History Actions.

Interactions Page

This page displays the events that occurred when a customer contacted the organization. An interaction is created every time a case is opened or accessed through computer telephony integration (CTI), from the 360-degree view, or in self-service.

The system also creates an interaction when agents send notifications, email, and correspondence. The system logs interactions automatically; so they cannot be turned on and off. An interaction may contain multiple subinteractions.

Assignments Page

This page provides a summary of all the provider group and agent assignments that have been associated to the case. The total elapsed time for each such assignment is displayed so that it is easy to see who has been working on the case and how long they have been working. If the case is associated with an agreement service level and restore time, the percentage of consumed restore time is displayed for each assignment, as well as for the case as a whole.

The percent of service level agreement restore time consumed is calculated as follows:

1. Count the total elapsed minutes from when the assignment was made to when it was changed or to when the case was completed

   (For the current assignment of an active case, count the minutes from making the assignment to clicking on the Assignments page subtab.)

2. Subtract any minutes for which the customer was not entitled to service.

   This is based on the service level and holiday schedule associated with the customer's agreement, as well as any time during which the case may have been on hold.

3. Divide the result by the total entitled restore time (in minutes) and multiply this by 100.

Consider the following example, in which a case was initially created and assigned to the provider group Appliances Western, and then one hour later was assigned to the agent Mason Orellana.

Assignments Grid

In this example, the agreement restore time associated to the case is 1500 minutes (25 hours). The percent service level agreement (SLA) restore time consumed for the initial assignment is calculated as follows:

% SLA Consumed = [ (Date reassigned) – (Date assigned) – (Non-covered minutes per SLA) ] / (Restore time) * 100

% SLA Consumed = [1:45 AM – 12:45 AM – 0] / 1500 * 100 = 4

%SLA Consumed = [60 elapsed minutes – 0 non-covered minutes] / 1500 restore minutes * 100 = 4 percent

If the service level for the case agreement specified that the customer had no coverage from 1:00am to 6:00am, then the percent SLA consumed would be different, since 45 minutes of the elapsed time would not be covered by the service agreement. This would be calculated as follows:

% SLA Consumed = [ (Date reassigned) – (Date assigned) – (Non-covered minutes per SLA) ] / (Restore time) * 100

% SLA Consumed = [1:45 AM – 12:45 AM – 45] / 1500 * 100 = 1

% SLA Consumed = [60 elapsed minutes – 45 non-covered minutes] / 1500 restore minutes * 100 = 1 percent

Note. If an agreement is changed on a case that already had an agreement, the percent SLA consumed will be reset to zero for all assignments unless the case is already late. In the event that the case has already missed the SLA and the agreement is changed, the % SLA Consumed values will remain unchanged.

Audit History Page

This page displays record-level changes to case data. Your organization chooses which fields in the record to audit and the types of changes to capture (adding, updating, displaying, or deleting). While the system can capture before and after values, no conditional logic exists to evaluate the before and after values of the fields. The system captures all audited actions regardless of the field value. Auditing is delivered disabled.

See Also

Setting Up Auditing for Cases and Inbound Email

Working with Active Analytics Framework

Working with Interactions

Pages Used to Review Case History

Viewing the Event History of a Case

Access the Case History - Events page (Support, Search Cases, Case, Case History or HelpDesk, Search Cases, Case, Case History or HR HelpDesk, Search Cases, Case, Case History or Analyst Service Center, Search Cases, Case, Case History).

Note. To populate the Event History grid for adhoc email notifications that are sent from the case, use AAF to create policies. When you create the policy, use the term Adhoc Email Subject.

Viewing Interactions for a Case

Access the Case History - Interactions page (click the Interactions tab on the Case History page).

Date/Time Created	The date and time the agent created the interaction.
Type	The type of interaction, either Inbound or Outbound.
Channel	The method used to initiate the interaction.
Contact Name	The name of the person who was contacted.
Subject/Description	The subject or description of the interaction.
Created By	The name of the person who created the interaction.

Viewing Assignments for a Case

Access the Case History - Assignments page (click the Assignments tab on the Case History page).

Assigned Date	The date and time that the assignment was created.
Provider Group	The provider group to which the case was assigned.
Assigned To	The agent to whom the case was assigned.
Elapsed Time	The total hours and minutes that have elapsed for this assignment.
% SLA Consumed	The percentage of the service level agreement restore time that has been consumed during this assignment. Note. This column will not be displayed if the case is not associated with an agreement service level and restore time.
Changed By	The name of the person who made the assignment.
Total % SLA Consumed	The total percentage of the service level agreement restore time consumed for this case. Note. This field will not be displayed if the case is not associated with an agreement service level and restore time.

Viewing the Audit Trail for a Case

Access the Case History - Audit Trail page (click the Audit tab on the Case History page).

Your organization chooses which fields in the record to audit and the types of changes to capture (adding, changing, or deleting). However, no conditional logic exists to evaluate the before and after values of the field. The system captures all audited actions regardless of the field value. The fields at the top of the columns are self explanatory or similar to the ones explained on the other pages.

Managing Related Cases

This section provides an overview of related cases and discusses how to:

• Review and initiate case relationships.

• Identifying similar cases for which you wish to establish a relationship.

• Specify relationship details when relating a case to an existing case.

• Specify relationship details when creating a new case.

Understanding Related Cases

Users can relate cases to each other for numerous reasons. Your organization establishes valid case relationship types on the Case Relationship Type page. Each relationship is marked as hierarchical or equivalent (non-hierarchical). Each case in a relationship has a relationship label. If the relationship is hierarchical, the parent case and the child case have separate labels. If the relationship is equivalent, only one valid label exists.

When defining hierarchical relationship types, you can select the Set Parent As Global Case option to make the system automatically designate the parent case as a global case as soon as you establish a relationship between that case and a child case.

See Setting Up Case Relationship Types and Labels.

You can easily search for similar cases from the Case page (using the Match Cases button) or from the 360-Degree View page in order to identify cases that should be related to each other.

The Case Relationships page displays a list of all cases that are related to the current case. Relationships are always reciprocal. If case A is related to case B, then the Related Cases page for both cases reflects the relationship. However, child cases of a common parent do not appear on each other's Related Cases page. Use the Related Cases page of the parent case to see all case relationships at a glance.

Similarly, two cases that are equivalent to a third case do not appear on each other's Related Cases page. That is, the fact that case A is equivalent to both case B and case C does not establish a relationship between case B and case C. To see all equivalent cases in one place, you must make the equivalent cases into children of a common parent.

You can easily choose to make the system cancel any duplicate cases that you identify by associating them with the appropriate original case using a relationship type that has been set to use the option entitled Set status of child case using duplicate case status from the Call Center Business Unit Defaults.

See Setting Up Case Relationship Types and Labels.

Your organization can also use the AAF Case Relationship action to cascade case statuses. You can write a policy to use this action to cascade statuses from a parent case to all of its child cases.

For example, this is useful if your organization establishes a global relationship type for tracking problems where a single solution (such as rebooting a server) fixes a problem for multiple people. In this situation it may make sense to automatically close all child cases when the parent case is closed. When the status cascades to children, any status-related workflow for the child case is triggered, including cascading statuses to the child case's children.

Note. The Case Relationship policy is delivered inactive in the Case Status Changed policy.

Methods for relating cases are:

• Relate the current case to another existing case.

  For example, you receive four calls reporting problems about your web server before you recognize that this is a global problem. The four cases that you've already created need to be related to each other. When you relate the cases, you can choose one as the parent case and make the other three into children or you can make all four of the original cases into children of a new parent case.

• Create a new case and relate it to the current case.

  For example, you've established a global case for your web server problem. Someone calls to report the problem. From the existing global case, you can create a new child case and copy the problem information into the new case.

Note. You can also modify the display template to enable the user to relate a case to a new or an existing case on the Case Summary page.

This diagram illustrates the methods for relating cases, depending on whether the case in question is new or existing:

Methods for relating cases

Identifying Potentially Related Cases

While reviewing or creating a case you can click the Match Cases button on any page of the case component to search for similar cases using predefined match criteria. Once similar cases are found, you can quickly relate the case to one of the similar cases, such as designating it as the related child of a global case or as a duplicate case that is to be cancelled.

See Managing Basic Case Information.

You can also view potentially related cases for a particular customer or employee by looking at the 360-Degree View. As delivered, the relevant 360-Degree views will contain a folder for global cases with the following nodes:

• Related: The Related node displays the global cases for which a related case is already created for the customer or employee. If the global case is for the customer or employee whose 360-Degree View is being displayed, the case will show in the related node

• Not Related. The Not Related node displays cases that are not yet related to the customer or employee but which might impact them. It lists existing global cases whose products are the same as those for the installed products of the customer or employee. It also lists global cases that are not associated with any product.

• View All. The View All node lists all the global cases from the Related and Not Related nodes.

Selecting any of the nodes from the Global Cases folder will populate the related dynamic grid with information about those cases. Use this grid to see information from the list of global cases or transfer to a global case by clicking on its Case ID link.

Note. When the link of a secure global case is selected, you will not be able to access the case unless you are in the provider group assigned to that case. Similarly, for secured cases, the Summary, Product, Case Type, and Incident Location fields will display the word Secured instead of the relevant data.

When viewing the Not Related or View All dynamic grids, you can perform a related action on a global case by selecting its row on the grid and choosing the desired action from the Related Actions list. As delivered, the following two actions will be available.

• Add Child Case: The Add Child Case action automatically creates a child case and links it to the selected global case. The new case will contain the customer or employee details associated with the current 360-Degree View, and the Problem and Resolution of the global case will be copied over to the new case. If the 360-Degree View has been opened for a company without a contact and the Add Child Case action is selected, you will be prompted to search and select the company contact.

• Add Interested Party: The Add Interested Party action will add the contact of the customer as an interested party to the global case, and will apply the reason specified from the Reason Interested field on the Options page of the Business Unit Call Center Definition setup component. If the 360-Degree View has been opened for a company without a contact and the Add Interested Party action is selected, you will be prompted to search and select the company contact.

The Global Cases folder and related dynamic grid on the 360-Degree View is shown here.

Relating a Case to an Existing Case

To relate a case to an existing case:

1. On the Related Cases page, click the Relate an Existing Case button.

   The Search Cases page appears.

2. Use the Search Cases page to identify the case that you want to associate with the current case.

   Enter search criteria to help you find the case and click the Search button. The system returns a list of cases that match your criteria. To select a case, click that case in the results list. The Relate Existing Case - Relationship page appears.

   If your search criteria uniquely identifies a case, the system bypasses the list of search results and displays the Relate Existing Case - Relationship page.

3. Use the Relate Existing Case - Relationship page to specify the relationship details.

   Specify a relationship type and choose relationship labels for each of the cases. Valid relationship types are defined by your organization and are based on the business unit of the case.

4. Click OK.

   The system establishes the relationship and saves the case. The new case relationship appears on the Related Cases page.

Another way to relate an existing case to another is to click the Match Cases button on any page of the Case component, and select the desired case to relate to the current one from among the displayed results.

See Managing Basic Case Information.

Creating and Relating a New Case

To create a new case related to the current case:

1. On the Related Cases page, click the Create and Relate a New Case button.

   The Create a New Case - Relationship page appears.

2. Use the Create a New Case - Relationship page to specify the relationship details.

   Specify a relationship type and choose relationship labels for each case. Your organization defines valid relationship types based on the business unit of the case.

3. Select the information to copy from the original case to the new case.

   You can copy the customer or employee information, problem information, and resolution information.

4. Click OK.

   Customer or employee information is required for all cases. Therefore, if you choose to not copy caller information, the Create a New Case - Relations page appears so that you can identify the company-contact or the consumer-employee contact for whom you are creating and relating a case.

   Note. Contact information is optional if you are creating a case for a consumer.

   If you choose to copy the caller information, the system immediately creates the new case and returns you to the Related Cases page. The newly established case relationship appears in the Existing Related Cases grid. Select the case link in the Related Cases grid to transfer to the new case.

See Also

Setting Up Case Relationship Types and Labels

Pages Used to Manage Case Relationships

Reviewing and Initiating Case Relationships

Access the Related Cases page (Support, Search Cases, Case, Related Cases or HelpDesk, Search Cases, Case, Related Cases or HR HelpDesk, Search Cases, Case, Related Cases or Analyst Service Center, Search Cases, Case, Related Cases).

The Related Cases grid lists all existing case relationships.

Creating New Case Relationships

Specifying Relationship Details When Relating a Case to an Existing Case

Access the Relate Existing Case - Relationship page (click the Relate an Existing Case button on the Related Cases page to access the Relate Existing Case - Search page, then select the desired case).

Relationship Type

Specify a relationship type. Relationship types can be either hierarchical (parent-child) or nonhierarchical. Your organization defines values that are based on the business unit of the case.

Case (current case number) and Case (related case number)

Select relationship labels for the current case and the case that you're relating to it. If the relationship is hierarchical, one valid label exists for the parent case and one valid label exists for the child case. Match the cases to the appropriate labels to establish the desired parent-child relationship. If the relationship is not hierarchical, only one valid label exists. Select that label for both cases.

See Also

Setting Up Case Relationship Types and Labels

Specifying Relationship Details When Creating a New Case

Access the Create a New Case - Relationship page (click the Create and Relate a New Case button on the Related Cases page).

Characteristics

Information

The system always copies the business unit to the new case. You choose which other information to copy to the new case.

See Also

Managing Cases

Setting Up Case Relationship Types and Labels

Managing Related Actions

This section provides an overview of related actions and discusses how to:

• Review related actions and initiate new relationships.

• Use business projects.

• Send case surveys.

• Initiate and relate scripts.

• Relate existing quality defects.

• Create new defects.

• Create and relate sales leads.

• Create and relate sales orders.

• Create and relate a return material authorization (RMA).

• Create and relate service orders.

• Relate change requests.

• Create change requests.

Understanding Related Actions

In PeopleSoft CRM, you can:

• Manually create a related action on a case.

• Configure the system so that selecting a quick code suggests an action.

• Configure the system so that PeopleSoft's AAF system suggests an action.

Note that in Service Center for Higher Education, some listed actions may not be applicable for all roles (constituent, company contact, or worker). If an action is attempted for someone whose role does not permit that action, an error message will be displayed to inform the user that the action is not available.

Related Actions for PeopleSoft Support, HelpDesk, and Service Center for Higher Education Cases

This table describes which related actions you can associate with PeopleSoft Support, PeopleSoft HelpDesk, and Service Center for Higher Education cases:

You can set up additional link definitions to launch PeopleSoft Enterprise Real-Time Advisor, or a specific branch script, or a specific business project.

See Configuring Display Templates.

Related Actions for PeopleSoft HelpDesk and Service Center for Higher Education Cases

This table describes related actions that you can associate with PeopleSoft HelpDesk case and Service Center for Higher Education cases created for workers:

Related Actions for PeopleSoft Support and Service Center for Higher Education Cases

This table describes related actions that you can associate with PeopleSoft Support cases and Service Center for Higher Education cases created for consumers or companies:

Service Order and Material Return Comparison

When customers report problems with broken or defective parts or materials, you can do one of the following:

• If the customer is entitled to on-site service, create a service order so that your organization can send a field service technician to the customer's site to repair the part.

• If the customer is not entitled to on-site service, create a return material authorization (RMA) so that the customer can return the merchandise.

Pages Used to Relate a Case to Other PeopleSoft CRM Objects

Reviewing Related Actions and Initiating New Relationships

Access the Related Actions page (Support, Search Cases, Case, or HelpDesk, Search Cases, Case, or HR HelpDesk, Search Cases, Case, or Analyst Service Center, Search Cases, Case — scroll down to the Actions section).

Related Actions Summary

This grid lists all existing relationships between the current case and other PeopleSoft CRM objects.

Using Business Projects

Access the Use Business Project page (in the Actions section on the Case, Summary, or Related Actions page, select Business Project from the Related Actions drop-down list box, then click the Go button).

Select the business project that you want to use for the case. Click the Use Business Project button to launch the business project.

See Also

Setting Up Business Projects

Sending Case Surveys

Access the Send Case Survey page (in the Actions section on the Case, Summary, or Related Actions page, select Case Survey from the Related Actions drop-down list box, then click the Go button).

Select the business unit, dialog name, and action that you want to use to send a survey to the customer associated with the case; click OK.

Note. You can also set up this link to automatically launch a survey and bypass the Send Case Survey page. To do this, you must modify the system data and use the Search Keys group box on the Link Definition page to select the last three terms that appear under Call Center, Link Definition after you select the Add Term button. There terms are: Select a Dialog Business Unit <BUSINESS_UNIT>, Select a Dialog ID <DIALOG_ID>, and Select an External Event Trigger <EXT_EVENT_TRIGGER>.

See Also

Setting Up Links and Related Actions

Understanding Surveys

Initiating and Relating Scripts

Access the Use Branch Script page (in the Actions section on the Case, Summary, or Related Actions page, select Branch Script from the Related Actions drop-down list box, then click the Go button).

Note. You can relate a different branch script multiple times to a single case. You can also relate the same branch script to a single case multiple times.

See Also

Defining Scripts

Relating Existing Quality Defects

Access the Defects and Enhancements page (in the Actions section on the Case, Summary, or Related Actions page, select Defect - Relate Existing from the Related Actions drop-down list box, then click the Go button).

On this page, you can sort and filter to narrow down your list of defects, or you can search for other defects.

See Also

Defining Call Center Business Units

Working with Active Analytics Framework

Creating New Defects

Access the Quality Management - Defect page (in the Actions section on the Case, Summary, or Related Actions page, select Defect - Create New from the Related Actions drop-down list box, then click the Go button).

For instructions about using the Quality Management - Defect page:

See Managing Defects and Fixes.

Creating and Relating Sales Leads

Access the Create Sales Lead page (in the Actions section on the Case, Summary, or Related Actions page, select Sales Lead from the Related Actions drop-down list box, then click the Go button).

Note. Only PeopleSoft Support or Service Center for Higher Education users can create sales leads. This functionality is not available in PeopleSoft HelpDesk applications.

See Also

Creating Sales Leads and Opportunities

Creating and Relating Sales Orders

Access the Create Order page (in the Actions section on the Case, Summary, or Related Actions page, select Sales Order from the Related Actions drop-down list box, then click the Go button).

Note. Only PeopleSoft Support or Service Center for Higher Education users can create orders. This functionality is not available in PeopleSoft HelpDesk applications.

See Also

Managing Orders and Quotes

Creating and Relating RMAs

Access the Return Material Authorization page (in the Actions section on the Case, Summary, or Related Actions page, select Create RMA from the Related Actions drop-down list box, then click the Go button).

Note. Only PeopleSoft Support users or Service Center for Higher Education can create RMAs. This functionality is not available in PeopleSoft HelpDesk applications.

See Also

Managing Material Returns

Creating and Relating Service Orders

Access the Create Service Order page (in the Actions section on the Case, Summary, or Related Actions page, select Service Order from the Related Actions drop-down list box, then click the Go button).

Note. Only PeopleSoft Support or Service Center for Higher Education users can create service orders; this functionality is not available in PeopleSoft HelpDesk applications.

See Also

Creating and Managing Service Orders

Relating Change Requests

Access the Change Requests search page (in the Actions section on the Case, Summary, or Related Actions page, select Change Request - Relate from the Related Actions drop-down list box, then click the Go button).

Note. Only PeopleSoft HelpDesk or Service Center for Higher Education users can relate change requests; this functionality is not available in PeopleSoft Support applications.

To relate an existing change request to a case, click one of the change requests that appears in the Search Results grid. The Change Request appears in the Related Actions Summary grid on the Case - Summary page and the Case - Related Actions page.

To add a new change request, click the Add Change Request button at the bottom of the page.

Creating Change Requests

Access the Change Request page (in the Actions section on the Case, Summary, or Related Actions page, select Change Request - Create New from the Related Actions drop-down list box, then click the Go button).

Note. Only PeopleSoft HelpDesk or Service Center for Higher Education users can create change requests. This functionality is not available for PeopleSoft Support users.

For instructions about using the pages in this component:

See Using Change Management.

Identifying Interested Parties

The main people associated with a case are those who have the problem (customer contacts, consumers and their contact, employees and their alternate contacts) and the agent to whom the case is assigned.

Additionally, there may be many other people interested in the case and its progress, such as agents who are working on the case or a similar case, a customer's account manager and sales representative, and so on.

By adding people to the list of interested parties for the case, you facilitate communication with these people. When you send a notification from the case, the Outbound Notification page includes a check box that you can select to send the notification to the interested parties in addition to any other addressees.

Page Used to Identify Interested Parties

Identifying Interested Parties

Access the Interested Parties page (Support, Search Cases, Case or HelpDesk, Search Cases, Case or HR HelpDesk, Search Cases, Case or Analyst Service Center, Search Cases, Case — select the Add Interested Parties button on the Summary page, or click on the Interested Parties page tab).

Name	To be an interested party, a person must have a person record in the PeopleSoft CRM database. For the system to send notifications to the person, the person must have a user ID (for worklist notifications) or an email address (for email notifications).
Reason	The reason that the person is included as an interested party. Your organization defines values based on the business unit of the case. The reason codes shown here are those defined with the reason type Reason Interested.
Date Added	The date and time that the person was added as an interested party.

Recording Billing Information

The PeopleSoft system enables the PeopleSoft Support and vertical applications that are using PeopleSoft Support to bill for their services. Cases with an agreement can be billed through contracts. Cases with a warranty, or no agreement, are called on demand and sent to the contract interface table, and then to billing. The PeopleSoft Contracts system takes care of the billing and accounting rules.

The Billing page is delivered hidden. If you want to bill for cases, modify the template to enable the page and perform the setup for billing.

Note. This functionality is not available to PeopleSoft HelpDesk, HelpDesk for Human Resources, or Analyst Service Center. You can control access to the billing page using regular role based security. Only the manager role has access; agents do not have access

See Understanding PeopleSoft CRM Integration with the Transaction Billing Processor.

Page Used to Record Billing Information

Recording Billing Information

Access the Billing page (Support, Search Cases, Case, Billing).

This page serves multiple purposes. It enables a user with a manager role to view billing information, purchase order numbers, and authorize credit card information for the service that is performed at the customer site. It also enables users to view subtotals for fees by case or by time, apply adjustments to transaction fees, recalculate totals, and view the billable amount in the customer's currency.

Billing Information

The system populates this group box with information from the bill to customer on the case.

Payment Information

Billing Details

A case can be billed by case (flat fee) or time. Billing applies to either on demand cases or agreement cases. When a case is created with an agreement, and pricing is enabled from the installation options component, the case is billed based on the transaction fee defined in that agreement line.

The transaction fee can be either a flat fee or time based. When a case is created without an agreement, the on-demand case fee is applied. Based on business unit setup (whether the on-demand case is billed by time or by case), it retrieves pricing information from the pricing setup for either case-based or time-based billing.

When a case is billed by case, only a flat fee is applied. When a case is billed by time, it is billed based on the total billable hours worked on that case, multiplied by the hourly rate. Once the case is billed, you cannot enter any more billable hours.

Managers can use this section to adjust the fees by increasing or decreasing a fee by a percent or by an amount.

The system then calculates the sum of all lines, including those that have changed, and provides the recalculated amount in the Total Amount field.

Entering Attribute Information

Attributes enable you to extend the information stored for a case without modifying that case's base table. This capability is valuable when you want to capture additional information about a case that is not available.

For example, you might need to capture the color and size attributes for certain types of products but not for all products. Because these attributes are relevant only for some products, you do not want to add them as fields to the base table itself.

See Also

Configuring Attributes

Page Used to Enter Attribute Information

Entering Attribute Information

Access the Attributes page (Support, Search Cases, Case, Attributes or HelpDesk, Search Cases, Case, Attributes or HR HelpDesk, Search Cases, Case, Attributes or Analyst Service Center, Search Cases, Case, Attributes).

Select or enter the information that you want to add to the case.

See Understanding Attributes.

Selecting, Printing, and Emailing Case Information

This section provides an overview of print case functionality and discusses how to:

• Select display options.

• Print and email case information.

Understanding the Print Case Functionality

Because certain case data can be considered proprietary information, the PeopleSoft system provides the ability to select or deselect certain fields to display or not display on the Print Case page and in the email attachment.

When the user initiates an email action, the system prepares the attachment behind the scenes and automatically sends it to the attachment server without user intervention. The system formats the attachment to display in an arrangement and style that is very similar to the Print Case output.

The system saves the attachment, which is in HTML format, with a unique filename on the attachment server associated with correspondence management. The filename that is displayed to the user on the email page is Case NNNN Details.

Pages Used to Select, Print and Email Case Information

Selecting Display Options

Access the Case - Display Options page (click the Change Display Options link on the Print Case page).

Clear or select the check boxes and radio buttons associated with the information that you want to print or email. Click OK. The system returns you to the Print Case page.

You can only print or email the sections that are listed on the Case - Display Options page. While the following sections are part of the Case component, the PeopleSoft system does not include these sections on the Case - Display Options page and you, therefore, cannot print or email this information using the print case functionality that the PeopleSoft system delivers:

• Related Cases

• Interested Parties

• Attributes

• Case History

• Billing

Printing and Emailing Case Information

Access the Print Case page (click the Print button from the case toolbar).

To print case information, click File, Print, Print from the toolbar on your browser page.

To email case information, click the Email button at either the top or the bottom of the page. The system displays the Outbound Notification page. Any attachments associated with the case will be available on the Outbound Notification page for inclusion with the email.

See Sending Manual Notifications From CRM Transactions.