Global Cases
A global case is automatically created once an issue crosses the threshold of cases created. Association is done at the agent's discretion. If necessary, the agent might choose not to associate a case, which is then listed as a potential associated case. Any potential associated case may at any point be linked to the global case by the supervisor.
The supervisor can perform different actions in order to modify the case. If required, the supervisor can also escalate the case to IT/NOC and once the issue is resolved in CSP, he can resolve the case in CSM. As a part of the resolution process, the supervisor can send an SMS to all associated cases informing them about the resolution.
The supervisor can also manually create a global case depending on the situation.
To view a global case:
- Log in to BMC Helix Customer Service Management.
- On the Home page, click Start Session to launch the Supervisor Console.
- On the Supervisor Console, click Global Cases
The following table describes the UI elements:
UI element | Description |
|---|---|
New Case | To open the Case Creation Console, click New Case. The New Case option enables the supervisor to create a new global case by gathering all necessary details such as Customer Information, Case Classification, Additional Details and First Contact Resolution |
Open Global Cases | The number of open global cases |
Solved Global Cases | The number of solved global cases |
Reopen Global Cases | The number of global cases reopened |
Escalated Global Cases To IT | The number of global cases escalated to IT/NOC |
Associated Cases | List of cases associated with the global case |
Potential Associated Cases | List of cases of the same nature as the global case but not associated with the global case |