Creating cases

Agents and supervisors have the ability to create new cases in the Case Creation Console. When a customer contacts the frontline agent to either lodge a complaint or inquire about a service, the agent needs to create a case. While creating the case, you enter various details such as:

• Customer Information—Capture all basic details about the customer like name, contact details, segment, status, and so on. 
• Case Classification—Classify the case and enter case description and additional information. 
• Additional Details—Displays the group to which the case is assigned, the channel through which the case is created, the agent who created the case and the group to which the creator belongs to. The agent can also attach any evidence that can assist in the solving the case.  
• First Contact Resolution (FCR)—Resolve the case on the first contact itself using the knowledge base. 

When you create the case, it is the start of the case lifecycle. By creating a case, the agent can log and track the issue, the source of the issue and perform actions to resolve it. Throughout the case lifecycle, agents can change the case status to reflect the progress of the case. 

The following image shows the Case Creation Console:

To create a case

1. Log in to BMC Helix Customer Service Management. 

2. On the Home page, click Start Session to launch the console.

   Important

   If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

   To restart the session login and click Open Console.

3. Click New Case.

4. In the Case Creation Console, complete the following fields:

   Tab Name	Field	Action
   Customer Information (for existing customer)	Customer ID	Enter the Customer ID and click Fetch from CRM. The customer details will be automatically retrieved from the clients CRM or the CSM internal customer database. All fields are read-only except for the Preferred Contact Time, Contact Mode, Contact No., Language and Customer Sentiment fields which are read-write as seen in the following image: Click Next. The below tabs auto-populate on entering the Customer ID:  Tab Name Description Customer History Displays the customer history (if there is a history). Services and Products Displays a list of active and inactive services and products of the customer.
   Customer Information (for potential customer)	Customer ID	Enter the Customer ID and click Fetch from CRM.
   	Potential Customer	If no data is fetched and the form isn't auto-filled, select the tick to mark the client as a potential customer.
   	Customer Segment	Displays the customer segment.
   	Primary Contact No	Enter the customer's primary contact number.
   	First Name	Enter the customer's first name.
   	Last Name	Enter the customer's last name.
   	Customer Full Name	Displays the customer's full name.
   	Email	This is a read-only field and cannot be edited.
   	Preferred Contact No	Enter the customer's preferred contact number.
   	Preferred Language	Select the customer's preferred language.
   	Preferred Contact Time	Select the customer's preferred contact time.
   	Preferred Contact Mode	Select the customer's preferred contact mode.
   	Nationality	Enter the customer's nationality.
   	Customer Status	This is a read-only field and cannot be edited.
   	Customer Sentiment	Select the customer's sentiment and click Next.
   Case Classification	Case Nature	Select the relevant case nature as seen in the following image:
   	Case Template	If selected, it will automatically fill the Category, Type and Item. If not selected, fill the Category, Type and Item manually.
   	Category	Select the relevant category.
   	Type	Select the relevant type.
   	Item	Select the relevant item.  The Knowledge Base tab auto-populates with knowledge articles on filling the Category, Type and Item fields. Agents can refer to these articles to provide a solution in the first contact itself. Duplication: If a duplicate case is generated, the system will notify the case creator of the existence of a similar case already in the pool, based on the case classification set to detect duplicate cases. The agent will not be allowed to proceed with the creation of that case.
   	Summary	Select the relevant summary.
   	Description	Enter a short description about the case.
   	Severity	Displays the severity of the case once the Category, Type and Item fields are filled.
   	Case Priority	Displays the level of priority based on the priority matrix.
   	Additional Information	Displays relevant case-related questions. Answering to all the Questions may or may not be mandatory depending on the classifications and is configurable.  Answer all questions based on requirement and click Next.
   Additional Details	Assigned Main Group	Displays the name of the main group to which the case is assigned as seen in the following image: Cases are auto-routed to groups based on the skills they have. This is known as skill-based auto-routing.
   	Assigned Sub Group	Displays the name of the sub group to which the case is assigned.
   	Channel	Displays the channel through which the case is created.
   	Created By	Displays the name of the agent who created the case.
   	Creator Main Group	Displays the name of the main group which the creator belongs to.
   	Creator Sub Group	Displays the name of the sub group which the creator belongs to.
   	Attachments	Upload any relevant attachments and click Next.
   First Contact Resolution (FCR)	First Contact Resolution	Select the First Contact Resolution option. The fields for Resolution, Resolution Description, Resolution Method and Propose Solution will appear as seen in following image:
   	Knowledge Base	If the agent is provided with relevant solutions in this tab, select the most appropriate solution and click Apply. This will autofill the Resolution, Resolution Description and Resolution Method fields.
   	Resolution	Displays the resolution selected from the Knowledge Base.
   	Resolution Method	Displays the resolution method.
   	Resolution Description	Displays the resolution description selected from the Knowledge Base.
   	Propose Solution	If the agent wishes to edit the Resolution and Resolution Description fields, select the Propose Solution option. This will make the fields editable.
   	Resolution Script	Pertinent questions about the FCR will display in the Resolution Script as seen in the below image: Answering all of the questions may or may not be mandatory. Answer all questions based on requirement.

5. Click Submit.
   The case is successfully created and is visible in the Frontliner Console's Created Cases table.
   Auto-Close: Some cases are automatically closed after submission. For example: An Enquiry. If a customer only wanted to inquire about a service, the case is closed automatically since no further action is required.