Work with case records

After the representative creates a new case record or opens an existing one, the case record form is displayed. This form provides you with important information that is related to the case, such as the case title, customer, related service-level agreement (SLA) details, and other related data.

In Customer Service workspace, the case form contains two tabs:

• Summary - Provides key case details, such as the case title, priority, and case status.

• Details - Provides more detail-related information about the case, such as related SLA information, child cases, associated knowledge articles, and more.

In addition to the preceding tabs, the case form also includes the following sections:

• Timeline - Displays related case activities. Depending on an organization's service model, many organizations track the total time that representatives spend on activities that are associated with a case to determine how much time it takes to bill the customer.

  For example, if a representative placed three phone calls to a customer, each phone call lasting 15 minutes, they might bill a total of 45 minutes to the customer.

• Related - Displays information that might be related to the case.

From the command bar at the top of the record, you'll have the ability to implement common case-related actions. The more common actions that you can implement include:

• Save & Close - Saves the case record and closes the case form.

• Save & Route - Saves and closes the case record and applies configured routing rules to route cases to queues and users.

• New - Creates a new case record.

• Save - Saves the case record and leaves it open.

• Create Child Case - Creates a child case that is associated with this record.

• Resolve Case - Resolves the case.

• Cancel Case - Closes the case as canceled.

• Add to Queue - Add the case to a specific queue.

• Assign - Assigns the record to another user.