View a Case

To answer customer inquiries, or determine how to best service a customer, you might need to view detailed information about a specific case or related service request. You can access case details from the Cases tab.

To view case details:

  1. Access the Customer Information Hub for the billing account you want to review and select the Cases tab.
  2. Select the hyperlink in the Case ID column for the case you want to review.
  3. The system displays the View Case Summary drawer on the right side of the screen, which might include fields such as:
    • Case Details
    • Contact Information
    • Characteristics
    • Bill Segments

    Note:

    The fields that are displayed are determined by the case type.
  4. The drawer can also include hyperlinks that let you to navigate outside of the Customer Intelligence Hub and see more detail about entities, which might include:
    • Case
    • Person
    • Premise
    • Account
    • SR Number - This field displays as a hyperlink only if your system is set up to integrate with Oracle Fusion Service. Selecting the service request number opens Oracle Fusion in a new tab.
  5. If you navigated away from the drawer, either close the new tab or use your browser's Back button to return to the Hub.

Parent topic: Using the Cases Tab