Cases are the fundamental record type in service management and represent a single incident of service. Different organizations may refer to cases using different terms, including incident, ticket, service request, and many others.
Automatic Case Creation
Automatically create cases based upon certain criteria.
Under settings / Service manager.
Can automatically create case from (Source Type):-
Social Monitoring
Can specify a specific queue to monitor for automatic creation of a case.
Specific Conditions for Case creation: -
- Case creation for email from unknown senders
- Create case if valid entitlement exist
- Create case for activities on a resolved case (additional time field from after case resolved)
(for example 15 minutes after case resolved)
Once case created may want to create automatic response to customer.
Automatic case creation records need to be activated. (status are draft and active).
Specific case details allow for new rules to be created.
Do this by evaluating email for example - if email description contains 'Microsoft'
Then can set the case to becreated properies.
Case Routing
Used to determine what happens to a case after it gets created.
Under settings / Service manager.
if condition satisfied then can route to queue and is added to queue
-- alternatively --
if condition satisfied then assign to user or team and is assigned to user or team.
Add conditions for example case with subject xxx gets routed to queue yyy.
To modify a routing rule need to deactivate it as it is read-only when active.
Routing rules need to be manually run. no automatic option like a workflow.
Parent Child Cases
Certain items that are inherited from a parent case to a child case when it's created.
You can also specify what happens when the parent case is closed. Such as resolving any open child cases or preventing parent case to be resolved , if child case is active.
When reactivating the parent case the child case is not reactivated.
Subject Tree
The subject tree hierarchy of the subjects or categories that provides a structured approach for grouping and managing information.
Cases , knowledge base articles are associated with a subject from the subject tree.
The subject may be used to determine routing or case assignment.
Subject tree used in cases, knowledge base, sales territory and product catalogue.
Knowledge Base
Templates: -
All Knowledge Base articles are based upon an article template.Enforce consistent presentation of important information
Default : -
- Procedure,
- questions and answers,
- solutions to a problem, and
- standard Knowledge Base or KB article
Articles: -
Organizations use a knowledge base to provide customer service representatives with the information they need to answer questions about a product or service.
Create, Edit, Publish, Search through Workplace, Service Area and Advanced Find and Search within the Case record.
Entitlements
Entitlements are agreements that could be used to specify the level and type of service customers are entitled to.
Entitlements can be defined for specific products: Contacts, channels or a combination of all three.
Leads
A lead represents potential, a potential sale, or a potential contact or an account within an organization who you might do business with.
A lead is a temporary record.
Sometimes known as a prospect. Used to determine the viability of a potential customer.
Qualified lead is transformed into an opportunity, contact and account.
A lead can also be disqualified.
An email can be converted to a lead (opportunity or case).
Opportunity
Is the next step after a lead.
When the prospect or the customer expresses qualified interest in buying the business products or services, they're considered an opportunity
Revenue field - User provided (manual entry) or System Calculated (from products). The amount field is Estimated Revenue.
Quote
A quote can only be changed in Draft status.
Quotes cannot be saved unless price list is specified.
Order
Invoice
A price list is required before an invoice can be cancelled.
Goals
Creation order => Goal Metric header (metric type and data type)
=> Rollup fields (Goal Metric Details - rollup field, source record type, status, date field)
{ example- actual, opportunity, won, actual closed date}
=> Goals
Goals have 4 components (required information):-
Goal Metric - How and What is being measured. is a numeric measure that defines the base of the value a field contained within a specific record type.
Default - Number of cases, Revenue and number of products.
Goal Target - A specific value of a goal metric that's entered into a specific time period.
Goal Owner - The user or team to which a goal is assigned
Time period - All goals are time based. Fiscal or custom
Goals contain calculated fields such as actual amount, in-progress.
Goals can be recalculated by pressing the recalculate button.
------------------ Goal Metrics ------------------------------------- Rollup Fields - found in Metrics. Are which record types that are being analysed.
For any one goal metric, we can have three different kinds of rollup fields: -
Actual
Progress
Custom field
The rollup field has 3 attributes to be filled in (below example of actual):-
Rollup Field - for an 'opportunity' the actual revenue is the 'actual revenue' field.
Source Record Type State - for an 'opportunity' - 'Won' (open, lost)
- can also select status (applicable).
Date Field - to use and measure for eg 'Opportunity' could be 'Actual Close Date'
------------------ Goal -------------------------------------
Rollup queries - are used to extend Goal Metrics. For example specific areas etc.
- allows us to find a more distinct subset of data that's going to really count towards a sales goal.
options - rollup from child goals or rollup from recordset.
Entitlements
Entitlements are agreements that could be used to specify the level and type of service customers are entitled to.
Entitlements can be defined for specific products: Contacts, channels or a combination of all three.
Leads
A lead represents potential, a potential sale, or a potential contact or an account within an organization who you might do business with.
A lead is a temporary record.
Sometimes known as a prospect. Used to determine the viability of a potential customer.
Qualified lead is transformed into an opportunity, contact and account.
A lead can also be disqualified.
An email can be converted to a lead (opportunity or case).
Opportunity
Is the next step after a lead.
When the prospect or the customer expresses qualified interest in buying the business products or services, they're considered an opportunity
Revenue field - User provided (manual entry) or System Calculated (from products). The amount field is Estimated Revenue.
Quote
A quote can only be changed in Draft status.
Quotes cannot be saved unless price list is specified.
Order
Invoice
A price list is required before an invoice can be cancelled.
Goals
Creation order => Goal Metric header (metric type and data type)
=> Rollup fields (Goal Metric Details - rollup field, source record type, status, date field)
{ example- actual, opportunity, won, actual closed date}
=> Goals
Goals have 4 components (required information):-
Goal Metric - How and What is being measured. is a numeric measure that defines the base of the value a field contained within a specific record type.
Default - Number of cases, Revenue and number of products.
Goal Target - A specific value of a goal metric that's entered into a specific time period.
Goal Owner - The user or team to which a goal is assigned
Time period - All goals are time based. Fiscal or custom
Goals contain calculated fields such as actual amount, in-progress.
Goals can be recalculated by pressing the recalculate button.
------------------ Goal Metrics ------------------------------------- Rollup Fields - found in Metrics. Are which record types that are being analysed.
For any one goal metric, we can have three different kinds of rollup fields: -
Actual
Progress
Custom field
The rollup field has 3 attributes to be filled in (below example of actual):-
Rollup Field - for an 'opportunity' the actual revenue is the 'actual revenue' field.
Source Record Type State - for an 'opportunity' - 'Won' (open, lost)
- can also select status (applicable).
Date Field - to use and measure for eg 'Opportunity' could be 'Actual Close Date'
------------------ Goal -------------------------------------
Rollup queries - are used to extend Goal Metrics. For example specific areas etc.
- allows us to find a more distinct subset of data that's going to really count towards a sales goal.
options - rollup from child goals or rollup from recordset.
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