CCS - Getting to Know - Cases
- Tim Sweeney
Analytics
Case Records are your source of truth for managing incoming, open, escalated and closed Cases. You can access Cases by searching in the App Launcher or the Contact Centre App Home by navigating to the Cases Tab. Follow along below as we walk through the different Tabs, Sections, Components and Actions that are contained in a Case Record.
The Case Path and Status Bar
The Status Bar indicates where the Case is along its journey. You can change the status of a case by clicking the desired stage and then clicking Mark as Current Status.
The Feed Tab
The Feed Tab highlights recent activity and quick access to Case Management areas such as:
Create a Work Order
Get Candidates
Emergency Dispatch
Cruelty Chart
Email
Post
New Task
Log A Call
The Related Tab
Key information is stored under the Related Tab on the Animal Record such as:
Animal Reports
Work Orders
Work Orders Nearby
Contact Roles
Case Team
Case Status Changes
Case History
The Details Tab
Key information is stored under the Details Tab on the Animal Record such as:
Case Information
Date, Origin, Owner, Priority, Location
Animal Details
Subject and Description of Case
Contacts and Details
Reported By Contact
POI Contact
Warnings related to POI
Staff risks
Violence History
Firearms
Illegal Activity
The Files Tab
The Files Tab contains Files and Documents related to the Case, Animal or POI of the Case.
Case Record Quick Actions
When viewing a Case Record, frequently accessed and important links are easily found in the Quick Actions pane and under the Feed Tab. These quick actions may relate to different tabs and components of the Case Record and save you time by not having to search for them.