Practice Lab – Resolving cases

Scenario

You are a customer service manager at City Power & Light who has been tasked with trying the new case resolution and reactivation functionality before rolling it out to your users. In this lab, you will resolve a case and reactive that case.

Exercise 1 – Resolve Cases

Task 1 – Resolve Case

1. Open the Customer Service Hub app.

2. Click on Home at the top of the left-hand side navigation.

3. Click on Cases in the Service section of the sitemap.

4. Enter your prefix ex. mollyc in the Filter by keyword field, click on the arrow icon.

5. Open the Defective Screen case you created.

6. Click on the Research stage of the Business Process Flow.

7. Click Next Stage.

8. The Business process Flow will advance to the Resolve stage. Click on the Resolve stage and click Finish.

9. Click on the Resolve Case button located in the command bar. Note: You may need to click the ellipsis (…) to see the button.

10. A dialog will alert you that there is an open activity associated with this case, and resolving the case will result in cancelling the activity.

11. Click Confirm.

12. Select Problem Solved for Resolution Type and enter Sent Replacement for Resolution.

13. Enter 30 minutes for Billable Time, enter Sent replacement screen for Remarks, and click Resolve.

Task 2 – Reactivate Resolved Case

1. Click Cases under the Service section.

2. Change the View from My active Cases to Resolved Cases.

3. Open the case you resolved in task 1.

4. Click on the Reactivate Case button located in the command bar. A dialog will be displayed with the message to confirm, Select Reactivate.

5. Change the Case Title to [your prefix ex. mollyc] + Defective Screen Not Received in the Details tab.

6. Click Save & Close.