Processing Cases

This chapter provides an overview of processing cases and discusses how to:

• Search for solutions.

• View the Case Summary page.

• Add notes and attachments.

• Manage related cases

• Manage related actions.

• Manage interested parties.

• Record billing information.

• Manage attributes.

Understanding Processing a Case

In addition to covering problem identification and resolution, this chapter discusses other case management activities that you perform in the Case component on pages other than the Case page.

Note. Pages that are present in both PeopleSoft Support and PeopleSoft HelpDesk are illustrated only once. Screen shots that show customer and contact fields are from PeopleSoft Support. Screen shots that show employee fields are from PeopleSoft HelpDesk cases.

Searching for Solutions

PeopleSoft Customer Relationship Management (CRM) call center, ERMS, field service, and quality management applications enable you to track both the final solution—the one that resolved the caller's problem—and other solutions that were considered. By tracking all solution usage, you capture valuable information about the effectiveness of your solution set.

You can search for solutions by clicking the Find Solutions button at the bottom of any page in the Case component, or you can access the Solutions page.

See Finding and Attempting Solutions.

Viewing the Case Summary Page

The Case Summary page allows users to see all the case information nd case activity on a single page.

Modify the display template to control what information and sections you want visible on this page. The Case Summary page could consist of these sections:

• Problem

• Information

• Notes Summary

• Attempted Solutions

• Related Actions

• Related Cases

• Interested Parties

• Case History

• Billing Summary

See Configuring Display Templates for Components.

Page Used to View the Case Summary page

Viewing the Summary Page

Access the Summary page.

Adding Notes and Attachments

This section discusses how to add notes and attachments to a case.

Recording notes and attaching files to those notes is often essential to your work. Notes are the primary method that you will use to track your case research and communications. If you exchange files with the caller, you need to associate those files with the case.

PeopleSoft CRM provides a standard interface for working with notes and attachments across all the components that require this functionality.

See Understanding Notes and Attachments.

Note. Once a case is closed, you can only add a note by using the Notes page's Add a Note section—you cannot enter a note on the Main page in the Add Notes section.

Note. This page is delivered enabled. Notes can also be added on the Summary page.

Pages Used to Add Notes and Attachments

Adding Notes and Attachments

Access the Notes page.

See Also

Working with Notes and Attachments

Reviewing Case History

This section provides an overview of case history and explains how to:

• View the event history of a case.

• View interactions for a case.

• View the audit trail for a case.

Understanding Case History

The Case History page includes three subtabs: a Event History page, an Interactions page, and an Audit History page:

• Event history provides a summary of the major events in the life cycle of a case.

  See Configuring Case History Actions.

• Case interactions are the sum of the events that take place when a customer or worker contacts the organization.

• Case auditing complements event history processing by providing an automated mechanism for keeping a detailed change history without cluttering up the Event History page. Events to be logged are configurable.

Some overlap is acceptable in the data that these pages capture.

Event History Page

This page displays information about major events in the life of the case, including a description of the event and details of any field changes that are associated with the event. AAF determines the events that are logged. In addition, each item references the policy name of the AAF policy containing the case history action that logged the item. Policies are not active until you set them up.

See Configuring Case History Actions.

The following mechanisms insert data into the case history table:

Interactions Page

This page displays the events that occurred when a customer contacted the organization. An interaction is created every time a case is opened/accessed via CTI, from the 360-degree view, or in Self-Service. An interaction is also created when notifications, email, and correspondence are sent. Interactions are logged automatically, there is no way to turn them on and off. An interaction may contain multiple subinteractions.

Audit History Page

This page displays record-level changes to case data. Your organization chooses which fields in the record to audit and the types of changes to capture (adding, updating, displaying, or deleting). However, there is no conditional logic to evaluate the before and after values of the field; the system captures all audited actions regardless of the field value. Auditing is delivered disabled.

See Also

Setting Up Auditing for Cases and Inbound Email

Working with Active Analytics Framework

Working with Interactions

Pages Used to Review Case History

See Also

Setting Up Auditing for Cases and Inbound Email

Configuring Case History Actions

Viewing the Event History of a Case

Access the Case History page.

Interactions	Click to display the Interactions page.
Audit	Click to display the Event History page.
Date	The date that this action occurred.
Policy Name	The system populates this field with the description of the action from the Event Definition page.
Details	Describes the details of the action that was taken. For example, is a case gets escalated or the assignement of a case changes.
Visibility	The system displays either All or Internal to indicate who can view the details of the event.
Changed By	The name of the agent who initiated the event.

Viewing Interactions for a Case

Access the Case History page. Click the Interactions link.

Viewing the Audit Trail for a Case

Access the Case History page. Click the Audit link.

Your organization chooses which fields in the record to audit and the types of changes to capture (adding, changing , or deleting). However, there is no conditional logic to evaluate the before and after values of the field; the system captures all audited actions regardless of the field value.

Managing Related Cases

This section provides an overview of related cases and discusses how to:

• Review and initiate case relationships.

• Specify relationship details when relating a case to an existing case.

• Specify relationship details when creating a new case.

  Note. With the exception of PeopleSoft HelpDesk, this page is delivered hidden. If you want to relate cases to other cases, modify the display template to enable this page.

  Note. You can also modify the display template to enable the Related Cases grid on the Case Summary page.

Understanding Related Cases

Cases can be related to each other for numerous reasons. Your organization establishes valid case relationship types on the Case Relationship Type page. Each relationship is marked as hierarchical or equivalent (non-hierarchical). Each case in a relationship has a relationship label. If the relationship is hierarchical, the parent case and the child case have separate labels. If the relationship is equivalent, there is only one valid label.

The Case Relationships page displays a list of all cases that are related to the current case. Relationships are always reciprocal: If case A is related to case B, then the Related Cases page for both cases reflects the relationship. However, child cases of a common parent do not appear on each other's Related Cases —use the Related Case page of the parent case to see all case relationships at a glance.

Similarly, two cases that are equivalent to a third case do not appear on each other's Related Cases page. That is, the fact that case A is equivalent to both case B and case C does not establish a relationship between case B and case C. To see all equivalent cases in one place, you must make the equivalent cases into children of a common parent.

Your organization can use the AAF action of Case Relationship to cascade case statuses. You can write a policy to use this action to cascade statuses from a parent case to all of its child cases. For example, if your organization establishes a global relationship type for tracking problems where a single fix (such as rebooting a server) fixes a problem for multiple people, then it may make sense to automatically close all child cases when the parent case is closed. When the status cascades to children, any status-related workflow for the child case is triggered, including cascading statuses to the child case's children.

Note. The Case Relationship policy is delivered, inactive, in the Case Status Changed policy.

See Configuring Case Relationship Actions.

Methods for relating cases are:

• Relate the current case to another existing case.

  For example, you receive four calls reporting problems about your Web server before you recognize that this is a global problem. The four cases that you've already created need to be related to each other. When you relate the cases, you can choose one as the parent case and make the other three into children or you can make all four of the original cases into children of a new parent case.

• Create a new case and relate it to the current case.

  For example, you've established a global case for your Web server problem. Someone calls to report the problem. From the existing global case, you can create a new child case and copy the problem information into the new case.

Note. You can also modify the display template to enable the the user to relate a case to a new or an existing case on the Case Summary page.

The following diagram illustrates the methods for relating cases:

Methods for relating cases

Relating a Case to an Existing Case

To relate a case to an existing case:

1. On the Related Cases page, click the Relate an Existing Case button.

   TheSearch Cases page appears.

2. Use the Search Cases page to identify the case that you want to associate with the current case.

   Enter search criteria to help you find the case and click the Search button. The system returns a list of cases that match your criteria. To select a case, click that case in the results list. The Relate Existing Case - Relationship page appears.

   If your search criteria uniquely identify a case, the system bypasses the list of search results and displays the Relate Existing Case - Relationship page.

3. Use the Relate Existing Case - Relationship page to specify the relationship details.

   Specify a relationship type and choose relationship labels for each of the cases. Valid relationship types are defined by your organization and are based on the business unit of the case.

4. Click OK.

   The system establishes the relationship and saves the case. The new case relationship appears on the Related Cases page.

Creating and Relating a New Case

To create a new case related to the current case:

1. On the Related Cases page, click the Create and Relate a New Case button.

   The Create a New Case - Relationship page appears.

2. Use the Create a New Case - Relationship page to specify the relationship details.

   Specify a relationship type and choose relationship labels for each case. Your organization defines valid relationship types based on the business unit of the case.

3. Select the information to copy from the original case to the new case.

   You can copy the customer or employee information, problem information, resolution information.

4. Click OK.

   Customer or employee information is required for all cases. Therefore, if you chose not to copy caller information, the Create a New Case - Relations page appears so that you can identify the company/contact or consumer-employee/contact for whom you are creating and relating a case.

   Note. Contact information is optional if you are creating a case for a consumer.

   If you chose to copy the caller information, the system immediately creates the new case and returns you to the Related Cases page. The newly established case relationship appears in the Existing Related Cases grid. Select the case link in the Related Cases grid to transfer to the new case.

See Also

Setting Up Case Relationship Types and Labels

Pages Used to Manage Case Relationships

Reviewing and Initiating Case Relationships

Access the Related Cases page.

Note. If the case is secured, the message Secured appears instead of the case summary. This message comes from the message catalog so that you can easily modify the text.

The Existing Related Cases grid lists all existing case relationships.

Creating New Case Relationships

Specifying Relationship Details When Relating a Case to an Existing Case

Access the Relate Existing Case - Relationship page.

Relationship Type

Specify a relationship type. Relationship types can be either hierarchical (parent-child) or non-hierarchical. Values are defined by your organization and are based on the business unit of the case.

Case (current case number) and Case (related case number)

Select relationship labels for the current case and the case that you're relating to it. If the relationship is hierarchical, there is one valid label for the parent case and one valid label for the child case. Match the cases to the appropriate labels to establish the desired parent-child relationship. If the relationship is not hierarchical, there is only one valid label. Select that label for both cases. If you select invalid labels (for example, labels that belong to other relationship types), the system displays an error message when you click OK.

See Also

Setting Up Case Relationship Types and Labels

Specifying Relationship Details When Creating a New Case

Access the Create a New Case - Relationship page.

Relationship Details

Information to Copy to the New Case

The system always copies the business unit to the new case. You choose which other information to copy to the new case.

See Also

Managing Cases

Setting Up Case Relationship Types and Labels

Managing Related Actions

This section provides an overview of related actions and discusses how to:

• Review related actions and initiate new relationships.

• Initiate and relate scripts.

• Relate existing quality defects.

• Create new defects.

• Create and relating sales leads.

• Create and relate sales orders.

• Create and relate RMAs.

• Create and relate service orders.

Understanding Related Actions

In PeopleSoft CRM, you can:

• Manually create a related action on a case.

• Configure the system so that selecting a quick code suggests an action.

• Configure the system so that PeopleSoft's Active Analytics Framework suggests an action.

Related Actions for PeopleSoft Support Cases

This table illustrates which related actions you can associate with PeoplSoft Support cases:

Additional Link Definitions can be set up to launch PeopleSoft Enterprise RealTime Advisor, or a specific branch script, or a specific business project.

See Configuring Display Templates.

Related Actions for PeopleSoft HelpDesk Cases

This table illustrates related actions that you can associate with PeopleSoft HelpDesk cases:

In addition to the actions listed, you can set up the system to do any of the support actions, with the exception of customer-facing transactions.

Service Order and Material Return Comparison

When customers report problems with broken or defective parts or materials, you can do one of the following:

• If the customer is entitled to on-site service, create a service order so that your organization can send a field service technician to the customer's site to repair the part.

• If the customer is not entitled to on-site service, create a return material authorization (RMA) so that the customer can return the merchandise.

Pages Used to Relate a Case to Other PeopleSoft CRM Objects

Reviewing Related Actions and Initiating New Relationships

Access the Related Actions page.

Note. If the case is secured, the message Secured appears instead of the case summary. This message comes from the message catalog so that you can easily modify the text.

Related Actions Summary

This grid lists all existing relationships between the current case and other PeopleSoft CRM objects.

Relate New Action

Initiating and Relating Scripts

Access the Use Branch Script page.

Branch Script	Select the desired script from the list of predefined scripts available in the list.
Use Branch Script	Click to launch the script on the Execute Script page. Once you launch the script, the relationship between the case and the script is established.

See Also

Defining Scripts

Relating Existing Quality Defects

Access the Defect – Related Existing page. On this page, you can sort and filter to narrow down your list of defects, or you can search for other defects.

See Also

Defining Call Center Business Units

Working with Active Analytics Framework

Creating New Defects

Access the Defect – Create New page.

Creating and Relating Sales Leads

Access the Create Sales Lead page.

Note. Only PeopleSoft Support users can create sales leads; this functionality is not available in PeopleSoft HelpDesk applications.

See Also

Creating Sales Leads and Opportunities

Creating and Relating Sales Orders

Access the Create Order page.

Note. Only PeopleSoft Support users can create orders; this functionality is not available in PeopleSoft HelpDesk applications.

See Also

Managing Orders and Quotes

Creating and Relating RMAs

Access the Create RMA page.

Note. Only PeopleSoft Support users can create RMAs; this functionality is not available in PeopleSoft HelpDesk applications.

See Managing Material Returns.

See Also

Understanding Material Return Processing

Creating and Relating Service Orders

Access the Create Service Order page.

Note. Only PeopleSoft Support users can create service orders; this functionality is not available in PeopleSoft HelpDesk applications.

See Also

Creating and Managing Service Orders

Identifying Interested Parties

The main people associated with a case are those who have the problem (customer contacts, consumers and their contact, employees and their alternate contacts) and the agent to whom the case is assigned. Additionally, there may be many other people interested in the case and its progress, such as agents who are working on this case or a similar case, a customer's account manager and sales representative, and so on.

By adding people to the list of interested parties for the case, you facilitate communication with these people. When you send a notification from the case, the Send Notification page includes a check box that you can select to send the notification to the interested parties in addition to any other addressees.

Note. This page is delivered hidden. If you want to identify interested parties on the case, you will need to modify the template to enable the page. Also, use the display template to enable the Interested Parties section on the Case Summary page, or on the infomation section of the Main case page.

Page Used to Identify Interested Parties

Identifying Interested Parties

Access the Interested Parties page.

Name	To be an interested party, a person must have a person record in the PeopleSoft CRM database. For the system to send notifications to the person, the person must have a user ID (for worklist notifications) or an email address (for email notifications).
Reason Code	The reason that the person is included as an interested party. Your organization defines values based on the business unit of the case.
Date Added	The date and time that the person was added as an interested party.

Recording Billing Information

PeopleSoft allows the PeopleSoft Support and Support vertical applications to bill for their services. Cases with an agreement will be billed through contracts. Cases with a Warranty, or no Agreement are called On Demand and will be sent into the contract interface table, and then on to billing. The contracts system will take care of the Billing and Accounting rules.

The Billing page is delivered hidden. If you want to bill for cases, modify the template to enable the page and perform the setup for billing.

See Understanding PeopleSoft CRM Integration with PeopleSoft Transaction Billing Processor.

Note. This functionality is not available to Help Desk and HR Help Desk.

Note. You can control access to the billing page using regular role based security. Only the manager's role has access; agents do not have access.

Page Used to Record Billing Information

Recording Billing Information

Access the Billing page.

This page serves multiple purposes. It enables a user with a manager role to view billing information, purchase order numbers, and credit card authorization information for thecase that is performed at the customer site. It also enables users to view subtotals for fee by case or time, apply adjustments to transaction fees, recalculate totals, and view the billable amount in the customer currency.

Billing Information

the system populates this group box with information from the bill to customer on case.

Payment Information

Billing Details

A case can be billed by case (flat fee) or time, and it applies to either on demand case or agreement case. When a case is created with agreement, and pricing is enabled from installatoin option, the case is billed based on transaction fee defined in that agreement lne. It could either flat fee or time based. When a case is created without agreement, on demand case fee is applied. Based on BU setup (whether the on demand case is by time or by case), it retrieves pricing information from pricing setup for either case based or time based. When a case is billed by case, only a flat fee is applied. When a case is billed by time, it will be billed based on the total billable hours worked on that case, mulitplied by the hourly rate. Once the case is billed, no more billable hours can be entered.

Managers can use this section to adjust the fees by increasing or decreasing a fee by a percent or by an amount.

The system then calculates the sum of all lines, including those that have changed, and provides the recalculated amount in the Total Amount field.