Cases

Question 1

What is a Case?

Answer 1

Represents a single incident of service

Question 2

What do other organizations refer to Cases as?

Answer 2

Incident, Ticket, Service Request, etc.

Question 3

What other Record Types can be associated with Cases?

Answer 3

• Knowledge base articles
• Subjects
• Products
• Entitlements
• Activities

Question 4

How do we create Cases?

Answer 4

• Quick Create
• Case Forms
• Converting Activities to Cases

Question 5

What is a Reference Panel on a Case Form?

Answer 5

Shows relevant related data

Question 6

What is an Interaction Wall on a Case Form?

Answer 6

Time and record-based filtering capabilities

Question 7

What other types of Actions can you perform on a Case?

Answer 7

• Follow or Unfollow
• Run a report or do a Chart Pane
• Email
• Import data
• Export to Excel
• Advanced Find
• Run a Workflow
• Switch the Process
• Start a Dialogue
• Copy/Email Link
• Bulk delete

Question 8

What is the difference between a Case List and a Case View?

Answer 8

Views are simply lists of information. Lists are of accounts, contacts, etc. and are usually filtered in some way.

Question 9

What 2 types of Views are there?

Answer 9

System and Personal

Question 10

Can a View be deleted?

Answer 10

Yes, but it cannot be undone.

Question 11

What happens if you deactivate a View?

Answer 11

It is essentially hidden but can be used again.

Question 12

Give examples of ways cases can be handled.

Answer 12

• Resolving Cases
• Deleting or Canceling Cases
• Reactivating Cases
• Assigning a Case to Users
• Assigning a Case to Queues

Question 13

Does every case have to move through the entire resolution process?

Answer 13

Every case is designed to move through the entire resolution .

Question 14

Will an Open Activity stop a case from being resolved?

Answer 14

All Activities have to be completed before the case can be resolved.

Question 15

What is a Case Resolution Activity type?

Answer 15

Actions taken to resolve a case.