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Understanding Case Access

This topic discusses:

You can create new cases in several ways:

  • Navigate to your PeopleSoft call center application (Support, HelpDesk, HR HelpDesk, or Analyst Service Center) and select Add Case.

    When users want to add new cases, they are taken directly to the Case component in Add mode. Users can search for customers or employees directly on the Case page, thus increasing efficiency and usability. Users can also enter information about the case before identifying the customer.

    As delivered, the Analyst Service Center provides creation and retrieval of three different types of case (each based on a separate Display Template ID). These cases are tailored for Information Technology (IT)-related cases, non-IT (support) cases, and blended cases (which may be used to track either IT or non-IT cases).

    Note: You can also use the Support Center, Help Desk Center, or HR Help Desk Center links from the Home page to navigate through the applications and add new cases.

  • Use Quick Create functionality.

    Use the Quick Create function to create new customers, consumers, contacts, workers, and POIs quickly.

  • Use a computer telephony integration (CTI) system to identify a caller.

    The CTI system enters caller information on the 360-Degree View page. From there, you can access the Case page to create a new case. The system populates customer or contact information on this page from the 360-Degree View page.

    Note: An agent may also use the 360-Degree View page without CTI to gather information about the customer before entering a new case.

  • Clone an existing case by clicking the Clone Case button on the case toolbar.

    Use this method when the new case is substantially similar to another case.

  • Create a new case from the Related Cases page of an existing case.

    Use this method when the new case is related to an existing case. This method enables you to establish the relationship between the cases at the same time that you create the new case.

    Using this method, you can select the type of information to copy to the new case. If you do not copy caller information, you can identify the caller using the appropriate fields on the new Case page.

  • If an implementer enables the Agent - My Cases pagelet, agents can create cases without leaving their personal case access portal.

  • In the email workspace, agents can make use of email handling options to create and associate a case to an email to support the completion of the correspondence.

  • If an implementer enables the configuration option for a group worklist to create cases for new inbound email, the system creates a case for each incoming unstructured email that ERMS receives and routes to that group worklist.

    See Group Worklist Page.

  • If enabled at the HCM installation level, the CRM system automatically creates HR HelpDesk cases when the job-related or personal data is updated in the HCM system it integrates with. See Understanding Automatic Case Creation For HCM Updates

Note: To generate a case ID before a case is saved, implementers and administrators can select the Case ID Before Save check box on the Call Center Definition - Options page. This feature is useful if you want to provide customers with a case ID before the agent enters all the problem information. Note that if the agent provides the customer with a case ID for their reference and the agent tries to save a case and is not able to, the customer has a case ID that is not recorded in the system.

Default Contact Information

When you create a new case, the system enters default contact information for the caller.

For PeopleSoft Support, when a user selects both the customer and contact, the contact information is obtained from the contact's preferred primary phone and email information.

For PeopleSoft HelpDesk and HelpDesk for Human Resources, a user selects an employee rather than a customer and contact. They can also enter an alternative contact in addition to an employee. In this case, the contact information comes from the alternative contact instead of the employee.

For PeopleSoft Service Center for Higher Education, user may select an individual consumer (a category which includes individual students), a company and contact, or an employee (staff or faculty member).

Access an existing case directly from your My Cases pagelet or use the Case Search page. You can perform a search based on case information (such as the case number) or caller information.

If you know the case number, you do not have to identify the business unit before searching. If you are searching based on other criteria, enter a business unit before performing the search.

Note: The number and type of information fields on the Case Search page that are used to search for cases is determined in the Configurable Search Definition, which is associated to the Display Template.

See Understanding Display Templates, Understanding the Configurable Search.

If you use CTI to access the Case page, the system normally bypasses the Case Search page because the CTI system provides the data that would otherwise be found through the search mechanism. However, if a caller provides an invalid case number, the system cannot go directly to the Case page. Instead, it displays the Case Search page and enters the data that is provided by CTI into the search fields. Because the appearance of the Case Search page indicates that the case number is invalid, you must delete the invalid case number before performing a search.

Note: When a case is secure, only agents in the assigned provider group are authorized to open the case. If you use CTI or the 360-Degree View page to access the Case page and the system tries to send the case to an agent who is not authorized, the agent receives a message stating that he or she is not authorized to open the case. To avoid this situation, consider the secure case scenario when you configure your routing rules.

Saved searches enable you to reuse case search criteria. The system saves searches under your user ID by maintaining separate lists of saved searches for each user.

The behavior of the saved search depends on how the search page was set up on the Configurable Search Setup page. The system administrator can choose to populate the results grid automatically with the most recently used search criteria or with the user's default saved search. If the administrator selects the check box that enables users to choose how the results grid is initialized, then users have the option to:

  • Save search criteria.

  • Personalize available search fields.

  • Decide how the results grid is initialized.