Retail case
Retail case creation enables streamlined support by displaying key retail content for retail organization support use cases.
Cases are the central object within Customer Service Management that is used to coordinate services.
The retail case type introduced within Retail Core builds on existing Customer Service Management case functionality to provide users with retail-specific fields.
- Tasks - Displays all tasks associated with the retail case. You can click New to create a new task directly from the selected retail case.
- Work Orders - Displays all work orders associated with the retail case.
- Escalations - Displays any escalations created from the retail case. You can click New to add a new escalation, or De-escalate Case under Related Links to de-escalate the case.Note:Users must have the sn_customerservice.escalation_requester role to escalate a retail case, and the sn_customerservice.deescalation_requester role to de-escalate a retail case.
Retail case contains a Task related list which displays all tasks associated with this retail case. You can click New to create a new task directly from the selected retail case.
For information on using retail cases to create and fulfill support requests for your retail organization, see Create support requests for your retail organization and Resolve support requests for your retail organization.
For Retail case table attributes, see Retail Core data model tables.