Propose a case as a major case candidate

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Users with the customer service agent role can propose an existing customer service case as a major case candidate.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

    About this task

    Cases in these states can be proposed as a major case candidate:
    • New
    • Open
    • Awaiting Info
    Cases that are Resolved, Closed, or Canceled cannot be proposed as a major case candidate.

    When proposing a case as a major case candidate, agents can specify the reason or justification for the case in the Propose Major Case popup window. Information provided in the Work notes and Business Impact fields are added to the Case form.

    Users with the major issue manager role receive a notification email when a case is proposed as a major case candidate. These users can click the link in the notification email to open the major case candidate in the platform interface.
    Note:
    You can also propose a case as a major case on Agent Workspace.

    Procedure

    1. Navigate to the desired customer service case.
    2. Click Propose Major Case in the Additional Actions menu on the Case form.
    3. In the Propose Major Case pop-up window, enter a reason for the proposal in the Work notes field.
      If desired, enter the business impact of the selected case in the Business Impact field.
      This information is added tn the Case form in the Work notes field and the Business Impact field in the Major Case Information section.
    4. Click Propose.
      An entry is added to the Work notes on the Case form that the case was proposed as a major case candidate. The information entered in the Propose Major Case pop-up window is also added to the Case form.