Add an Incident

This procedure describes how to add an incident for a customer using B2C Service.

Incidents are generally submitted by customers from the Ask a Question page or through email. As a result, the majority of your time is probably spent editing incidents. However, Service does not automatically create incidents when customers contact you by phone, mail, or fax, so you may find yourself adding incidents from time to time.

When you add an incident, you create a record of both the customer’s question and your response, which can help your organization track resolution of the incident. You can add incidents to your knowledge base no matter what navigation list is active or what kind of record you are working on.

1. Do one of the following:
   • Click New on the ribbon.
   • If your navigation set is configured to add incidents from the application menu, click File > Incident.
   Note: Notice that the Reference # and Organization Name are read-only fields. The reference number is automatically assigned by B2C Service, and the organization name (if the field contains an entry) is the one associated with the primary contact for the incident.
2. Enter the question or issue in the Subject field. Maximum character limit is 240 characters.
3. Complete the incident fields as described in Edit Key Incident Fields.
4. Click the Customer Entry field and enter the customer’s question.
5. Click Add > Response.
6. Enter your response. See Incident Threads and Response Options.
7. To add or edit contact information for the incident, click the Contacts tab and complete the information as described in Add or Edit Contact Information.
8. To enter the time you spend working on the incident, click the Time Billed tab and complete the information as described in Add Time Billed to an Incident.
9. To add or edit task information for the incident, click the Tasks tab and complete the information as described in Add or Edit a Task for an Incident.
10. To add or edit organization information for the incident, click the Organization tab and complete the information as described in Edit an Organization Associated with an Incident.
11. To attach one or more files to the incident, click the Attachments tab. See Overview of the Attachments Tab.
12. To create an opportunity from the incident, click New Service Opportunity. See Create an Opportunity from an Incident.
13. To send a response, see How You Send Incident Responses.
14. Click Save.