Product Service select version of the case type selector

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 6 minutes to read
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    Summary of Product Service Select Version of the Case Type Selector

    The Product Service select version of the case type selector allows agents to create cases effectively by selecting the appropriate product and service. This tool enhances agent efficiency by simplifying the process of finding relevant services for products owned by accounts or consumers.

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    Key Features

    • Product Selection: Agents can choose from a list of products related to the account or consumer, including sold products and install base items.
    • Service Categories: Services can be filtered by categories, allowing agents to navigate easily through available services.
    • Search Functionality: Agents can search for services using keywords, facilitating quick access to specific services.
    • Service Browsing: Services are displayed in a card format, with pagination and scroll bars for easier navigation.
    • Context-Driven Interface: The fields available in the case type selector adjust based on the agent’s context when creating a case.

    Key Outcomes

    Using the Product Service select version effectively enables agents to:

    • Create cases more efficiently by selecting the most relevant product and service.
    • Access a comprehensive list of services related to owned products, enhancing customer support responsiveness.
    • Utilize filtering and search capabilities to quickly find necessary services, improving overall case management.
    • Receive context-specific options when creating cases, leading to more accurate and effective case handling.

    With the Product Service select version of the case type selector, agents can create cases of the right type based on the selected product and/or service.

    The Product Service select version of the case type selector supports services as well as case types, making it easier for agents to quickly find the available services for a product.

    This version of the case type selector enables the agent to do the following:
    • Select a product from a list of products owned by the account or consumer, including sold products and install base items, and see the available services for that product.
    • Select a category of services and see the available services within that category.
    • Search for a service by entering keywords in the search box.
    • Browse the available services using scroll bars and pagination.
    • Select a service and create a case based on the service or case type.
    Figure 1. Case type selector (Product Service select version)
    Product Service select version of the case type selector with fields for selecting a product, service category, and service

    Creating cases using the Product Service select version

    The system displays the case type selector when an agent creates a case from a list or a record. The fields that are available in the Product Service select version of the case type selector are context-driven based on how an agent creates a case.

    Table 1. Agent actions that display the case type selector
    Agent action Description
    Select New

    Select this action from case lists and case type lists such as My Cases or My Complaint Cases.
    Select Create Case Select this action from the following records:
    • Interaction
    • Account
    • Contact
    • Consumer
    • Sold Product
    • Install Base Item
    • Case
    • Child Case

    Creating cases from a record

    When creating a case from a record, the Product Service select version of the case type selector includes the following sections and fields:

    Table 2. Product Service Select fields
    Field Description
    Product filter Use the fields in this section to select a product
    Only show services related to owned products This check box controls the display of the Owned product field and determines the services included in the Services section.
    • If checked, the system lists the services categorized as post-sales that are relevant to the product selected in the Owned product field.
    • If cleared, the system lists the services categorized as pre-sales and general.
    Owned product
    Use the Owned product field to select a product.
    • This field uses typeahead search. Enter the cursor in the field and begin typing to display products.
    • Selecting a product in this field filters the available services listed in the Services section.

    For sold products and install base items, the first line of an entry in the Product dropdown list displays the name of the product from the Product Model record. The second line displays the name of the sold product or install base item associated with the product model.
    Service category Select a category to see the available services within that category or select All categories to see all available services.
    Services Select a service in the Services section.
    • Services are displayed in a card format that show the service name, description, and image or icon.
    • Use a keyword search to narrow the list of available services.
    • Use the scroll bars and pagination to view the available services.

    Agents can select Create Case from the following records, which provide context about owned products and services.

    Table 3. Record types with the Create Case action
    Record Description
    Interaction Applicable services are based on products owned by the contact or consumer.
    Account Applicable services are based on products owned by the account.
    Contact Applicable services are based on products owned by the contact and products that the contact has access to based on related party access.
    Consumer Applicable services are based on products owned by the consumer.
    Sold Product The Owned product field is auto-filled with the product model from the Sold Product record.
    Install Base Item The Owned product field is auto-filled with the product model if the install base item is mapped to the product model. If there is no product model associated with the install base item, the Owed product field lists the products for the account and contact.
    Case
    Child Case

    Creating cases from a list

    Agents can select New from a case list or case type. Because there is no customer context, the services listed include all available services (pre-sale, post-sale, and general).

    Service categories

    The system administrator can group services into categories so that it's easier for agents to find the services the need. Categories are displayed in the Service categories section. Agents can select a specific category to see the available services within that group or All categories to see all available services.

    Service cards

    The Product Service select version of the case type selector displays the available services in a card view. Each card can include the following information for a service, depending on the configuration:
    • Name
    • Description
    • Image

    When a system administrator creates a service definition, they can provide a name for the service, a description of the service, and add an image to represent the service. For more information, see Create a service definition.

    Browsing services in the case type selector

    Agents can browse the available services for a selected category or for all categories. These services are displayed in a card view.

    The Product Service select version of the case type selector can display multiple pages of services. It can display 24 services at a time and a total of 200 services.

    The agent can perform the following actions:
    • Use the scroll bars to view all of the displayed services.
    • If more than 24 services are available, select Show more to see the next set of services (up to a maximum of 200).
    • Filter the displayed services by selecting a category.
    • View a count of the available services after applying a filter.
    Note:
    The system displays the services that the logged-in agent has access to.

    When the agent reaches the limit of 200 services, the system directs the agent to refine the results.

    Searching for a service

    Agents can search for a service by entering keywords in the search box.
    • A list of recent searches appears below the search box
    • Search results include the services with names or descriptions that contain the keywords.
    • Results are displayed in a card view.

    Creating a case for a service

    Agents can create cases from lists and from records.

    Agents can create cases by selecting a service from the Product Service select version of the case type selector and then selecting Create Case.

    Agents see the Product Service select version with the Product filter when they create a case from the following records.
    • Interaction
    • Account
    • Contact
    • Consumer
    • Sold Product
    • Install Base
    • Case
    • Child Case
    The Only show services related to owned products check box is selected by default.
    • When selected, the agent can see Post-sales services.
    • When cleared, the agent can see Pre-sales, Post-sales, and General services.

    If the agent is on a Sold Product or Install Base record, the Owned product field is auto-populated.

    If a customer has not activated install base:
    • The Product Service Select version displays the Service and Case type fields.
    • The Service field lists all services, including pre-sales and post-sales.
    • Agents can select Create Case from an interaction, account, contact, or consumer record and select a case type in the Case type field.