Investigate Case

Explanation

This activity is used to investigate an accepted case.

Prerequisites

To perform this operation, case should be in Open state.

System Effects

As a result of investigation, the case owner can further process on the case or can dispatch to the relevant queue or person, if the case should be handled by someone else.

Related Window Descriptions

Case

Procedure

1. Open the Aurena > Call Center Lobby Page.
2. Select a case from My Open Cases and click on it. It opens the Case page.
3. Go through the Case Description, Catogery and Focus Date.
4. Do status changes appropriately. Also create case tasks and add case contact notes if required.
5. As a solution to the issue raised in the case, adding a global solution or connect existing global solution to the case is possible through Add Solution.
6. Also, can send the case resolution to the relevant parties via Send Email function.
7. Can dispatch the case to a relevant queue or a person if it should be handled by someone else through Dispatch.