View cases

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • As an OSP manager or agent, you must be able to view all application modules with the list of cases for customers, consumers, and products served by your organization.

    Before you begin

    Role required: sn_csm_ocs.ext_manager or sn_csm_ocs.ext_agent

    Procedure

    1. Navigate to All > Outsourced Customer Service > Cases.
      You must be able to see My Cases, All, Open, and Unassigned cases. Users who are not authorised or who do not belong to this OSP will not see any case.
      Note:
      As an OSP manager you can view cases that are assigned to groups you manage.
    2. Click All, open a case and assign the case to yourself.
      The Assigned to field is pre-filled with your name.