Case Management
Case management creates a central point of contact for all customer service processes. Case management enables you to capture the details of the customer's problem, track a case from creation to resolution, and create work orders to fulfill requests.
You can use the case management programs to:
Record contact between customers and consultants.
Customers are concerned with the amount of time that it takes to call and report an issue. They do not want to be asked to supply information more than once or to provide information that the supplier or service provider should have available.
Track a case with a single record.
You enter information once, and the system provides that information to all of the parties who need it. When you identify a serial number, equipment number, or item number, the system uses the information from the equipment record and contract to complete the case entry form.
Use the Case-Manage form to enter and review all information related to a case. From this form, you have access to many other programs. This form provides tabs and access to the Case Entry (P90CG501), CRM Case Solutions (P90CG502), Case Activities (P90CG510), and CRM Case Related Actions (P90CG503) programs. You can also attach both internal and external messages or documents to the case by using media objects. You can secure the media objects through activity rules to protect the original media objects. To change media objects, users must use the Append option. If you are billing for cases, you enter customer billing information by using forms that you access from the Case-Manage form.
By using the Related Links link in the Case Entry program, you can select each piece of a case that you want to review. You can access multiple contact, customer, supplier, employee, item and equipment, and contracts programs through this link. You can also access related programs (contact, customer, supplier, case time entry, item/equipment, contracts, supplemental data, and case history) from the Row menu on the Work With Case Management form.
The Related Actions program, accessed through a tab in the Case Entry program, provides a list of objects that you can create and associate with the case, such as sales orders, quotes, work orders, equipment work orders, leads, scripts, and returned material authorization (RMA). You can then access the revision forms for these related actions through links on the form. These associations to the case are in the F90CG503 table that records the case or work order number, association type, lead ID, RMA number, and script ID. The F4801 table contains a secondary index for the case number for you to associate the case with the work order or equipment work order.
To help you manage cases, add activities such as messages or calendar items to a case through the Case Activities program, accessed through a tab on the Case Revisions form.
You can set processing options in the Case Entry program (P17500) to use the Speed Case Entry program (P90CG601) to quickly add a new case or update an existing case. The add and update mode of the Speed Case Entry program contains logical grouping of fields in nine collapsible group boxes.
Use the Speed Case Entry program to:
Access existing case information, enter new cases, or edit existing cases.
Access the Related Actions program (P90CG602) to view existing related actions or add new related actions. You can view the status of the related actions (wherever possible) in the grid of the Manage Related Actions form.