Case management

The supervisor can amend and carry out tasks in bulk using this tab. Depending on the type of action taken, the supervisor can assign, resolve and close cases in batches.

SC - CM.PNG

There are 3 actions that the supervisor can perform. The following table includes a description and steps on how to perform the action:

Action	Description	Steps
Batch Assignment	To assign multiple cases at a time to a another agent	Select the cases and click Case Actions Select Batch Assignment in Action field. Fill the Action Description field and select an agent from Case Assignee drop-down. Click Save.
Close	To close a case/cases	Select the cases and click Case Actions Select Close in Action field. Fill the Action Description field. Click Save.
Resolve	To resolve a case/cases	Select the cases and click Case Actions Select Resolve in Action field. Select the Activity Value and fill the Action Description field. Click Save.

The following table describes the column titles:

Column titles	Description
Case ID	Displays the unique ID of the case
Case Status	Displays the customer status, if it is an active, potential or lapsed customer.
Customer ID	Displays the unique ID of the customer
Customer Segment	Displays which segment the customer falls under. There are 4 segments available: Gold, Silver, Platinum & Standard
Group Name	Displays the collaborator's group name
Assignee	Displays the agent's ID who is handling the case
Created Date	Displays the created date of the case
Summary	Displays a summary of the case in a few words

Case management

BMC Helix Customer Service Management 26.1

On this page