Service Management
A collection of articles about case management & related issues
By Chris and 1 other2 authors40 articles
- Major Cases: rules, limits and messages
- Find Major Cases and track overdue RFOs
- Publish a Reason For Outage (RFO) for a Major Case
- Close a Major Case
- Complete the Structured Review for a Major Case
- Keep everyone updated during a Major Case
- Affected assets on a Major Case
- Link affected customers' cases to a Major Case
- Promote a case to a Major Case
- Major Cases: running one incident that affects many customers
- Logging time against cases
- Assigning Watchers to a case: How, When, and Best Practice
- How to Add a Checklist to a Case Category
- Adding web and file links as shortcuts
- Setting up automatic responses in Mail Triage
- How to create a case in the customer record
- Creating a customer case
- Managing customer emails with the Mail Triage add-on
- Understanding Jobs and Standard cases in relation to sales orders
- Working with Advanced SLA Profiles
- How to Enable Integrated Case Notes Activity Feed
- Multiple Case Contacts
- Sending a Google Review Link Based on Customer Feedback
- Custom Tables
- Linking Cases In The Layer
- Show or hide pinned customer record notes when viewing case notes
- Case Management Screen