Click a Case Number to view the Case Details page. The top ribbon displays the Case Number, a brief summary of the client sentiment derived from the open ends, and a link to hide or show the Activity pane. The left pane of the page displays detailed case information and the following options:
Escalate - Click to assign the case to a predetermined person, such as a manager.
Priority - A menu of options to set the importance of resolving the issue.
Case Status - A menu of options to set the workflow progression.
Issue Type - A menu of options to assign a category to the case.
Actions Taken - A menu of standard steps to resolve the case.
These features are disabled for Resolved cases.
Activity
The Activity pane displays a detailed record of the case, e.g., how the case was generated, who the case was assigned to, and the caseworker's interaction with the customer. The free-form text field along the bottom allows the caseworker to either correspond with the customer or add an internal notation regarding the case.
Add a Reply
Select the type of reply you wish to add. A message displays informing you who will see the reply.
Optionally, click the Additional Features icon (+) to attach a file or choose a template:
Attach a file:
A file browser window displays for you to navigate to and select the desired file.
The attached file displays below the text field. To remove the file, click the Delete icon (X).
Choose response template:
A dialog displays with a list of available templates.
Click the desired template and click Apply. The template is added to the text field.
Type in your note or any additional information and click Reply. The reply is added to the Activity pane.
