A Customer Case:
- Relates to support for a product or services that has been delivered to an existing customer.
- Provides positive or negative feedback on a service that has been provided to the customer.
- Relates to issues with invoicing or financial matters relating to an existing customer
- Cancelling a product or service
Cases can be found in the Support Hub.
What is unique is that cases can be escalated as part of the process. Escalation typically occurs when a case cannot be resolved within standard timeframes, or the customer requests that the case be escalated.
Case Comments are also a unique feature of Cases. These comments are external (unlike notes) and can be written by staff and/or customers.
These provide an avenue to keep the customer updated and vice versa on the status of the case. Once the comment has been made an email can be sent to notify the other party that there has been an update.
Customer Vs Internal Cases
Cases can also be raised by staff for internal issues and these are called Internal Cases.
These records do not have customer comments and the option to link to a customer contact records, as the case will be raised by a staff member.
For internal cases, we instead recommend you contact the staff member directly or use Company Chat to @mention staff to engage others in the process if required.