Post case reviews
Summarize
Summary of Post Case Reviews
Post case reviews are essential documents capturing details about resolved cases, including issue summaries, affected assets, root causes, resolutions, and preventive measures. Customer service agents can create these documents using the Create Post Case Review UI action, which links the review to the respective case.
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Key Features
- Create and Manage Reviews: Agents can create, preview, and publish post case review documents.
- Approval Workflow: Agents may add approval groups or users for document review, allowing approvers to suggest changes or approve the document via email notifications.
- Linking Documents: Published reviews add a PDF link in the Additional comments field on the Case form, making it accessible from customer service portals.
- Major Case Reviews: Customer service managers can create and publish reviews for major cases, which can be copied to associated child cases.
- Configuration: The system configuration determines the information captured in the reviews and the templates used for document creation.
Key Outcomes
Post case reviews enhance transparency and knowledge sharing about resolved cases. By documenting the resolution process, customer service teams can improve future service delivery and prevent similar issues. The approval process ensures quality and accuracy, while the ability to share these documents through customer portals strengthens customer trust and engagement.
Use a post case review document to capture details about a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventive measures.
Customer service agents use the Create Post Case Review UI action to create a post case review document. This action creates a case action summary record and adds the record to the Related Records section on the Case form in the Post Case Review field.
The configuration selected for post case review documents identifies the information from the customer service case that is captured and populated in post case review record. The configuration also specifies the template that the system uses to create the post case review document.
Before publishing a post case review document to a case, agents can preview the document and, if necessary, have it reviewed and approved. Agents can add an approval group or approval users to the Post Case Review record and then request approval. The system sends an email notification to the approvers with a link to the post case review document. The approvers can either approve the document or suggest changes by adding them to the Work notes field on the Post Case Review record.
When an agent publishes a post case review document, the system adds a link to a PDF of the document in the Additional comments field on the Case form. The system also adds the record to the Related Records section on the Case form in the Post Case Review field. If the document is available to customers, the link is visible from the Customer and Consumer Service Portals.
If a case is closed while the post case review document is in progress, agents can still update the Additional comments on the Case form with the post case review document link. Once a case is closed, the Post Case Review form displays a message that the associated case has been closed.
| Role | Action |
|---|---|
| Customer service agent |
|
| Customer service manager | Review, approve, and suggest changes to post case review documents. |
| Major issue manager |
|
| Customer | View post case review documents from the Customer and Consumer Service Portals. |
Post case reviews for major cases
Customer service managers and major issue managers can create and publish post case review documents for resolved major cases. These documents capture the case data specified in the configuration but do not include account-specific information. The customer service manager can also copy a post case review document to the associated child cases. The system adds the account-specific information when it generates the document for each child case.