Managing Basic Case Information

Customer

Displays the customer (company or consumer) who reported the case.

Contact

Displays the contact person for this case. If the customer is a company, this is a person acting on the company's behalf. If the customer is a consumer, this is someone acting on the consumer's behalf.

If a consumer does not have a contact, this field is blank on the Case page. However, the search results grid on the Case Search page shows the consumer name in both the customer and contact columns.

Contact Method and Edit

Click Edit to enter the preferred method for contacting the caller.

Reported By

Select the person who is reporting the problem.

Site

Displays the customer site that is associated with the case. Initially, the system uses the contact's site (for this customer) as the default value. If this site doesn't exist or isn't unique, the system uses the customer's site (if unique) as the default value. The site is validated against the SIN and the Installed Product fields for the case. If you select a SIN or a product, the system enters the site that is associated with that SIN or product. If you select a site for which the current SIN or product is invalid, the system clears the SIN or product information.

SIN (site identification number)

Displays the site identification number (SIN), which is generated for each valid site on an agreement line when the agreement line is created. The SIN identifies the agreement line, the site, and the customer, but not the contact. If you enter a SIN, you cannot also enter a PIN (personal identification number).

When you select a SIN, the system enters the associated site in the Site field. If the product is not valid for the SIN, the system clears the Product field.

PIN (personal identification number)

Enter a PIN to identify a customer, a representative, and an agreement.

Region

Displays the region that is associated with the default address.

Customer Reference

Enter the reference number provided by the customer, if available. This number is used for the customer's internal tracking purposes.

Employee

Displays the worker who is experiencing the problem.

Click the name of the person to go to the Worker page, where you can change or add address, phone, and email details for the contact.

See Adding and Modifying BO Search and Quick Create Definitions.

National ID

Displays the ID number by which a person is identified nationally. In the U.S., it is the social security number. This field appears in PeopleSoft HelpDesk for Human Resources cases only.

Alternate Contact

Select an alternate contact for a case; for example, an office manager who handles calls for other employees.

Contact Method and Edit

Click Edit to enter the preferred method for contacting the caller.

Reported By

Select the person who is reporting the problem.

In cases that are crated for Higher Education, any individual may be selected for the Reported By field.

In HelpDesk applications, existing agent-facing cases display the manager or employee who reported the problem and the employee name for whom the case was opened in the Employee field.

In the case of the HR for HelpDesk application, you can also select POIs to report cases on behalf of employees. For example, a wife can log a case to ask about her husband’s benefits plan coverage. If the search doesn’t return the desired reported by person, you can create a new worker or POI on the search page using the quick create functionality.

Department, Location, Address, and Employee Status

Displays information about the worker who is experiencing the problem.

Gender

Displays the person's gender, if known. This field appears in PeopleSoft HelpDesk for Human Resources cases only.

Contact Type

Select the address, email, or phone number that you want to use on the Case page.

To enter additional contact information that is not in the system, use the drop-down list box.

For example, suppose that you need to contact the caller at a hotel phone number. You can enter the phone number here and avoid adding the hotel phone number to the caller's permanent record.

Contact Details

Enter contact information for the contact.

Type

Displays the contact type for existing contact methods associated with this person. If adding a temporary new contact method, the field value defaults to For This Case Only.

Institution

The academic institution associated with constituent.

Career

The academic career of the constituent.

Lifecycle Status

The program status ( not including recruiting status) of the constituent. If the constituent is only a suspect or prospect, this field and the other fields below it will be blank.

Start Date

The start date for the specified combination of institution, career, program, and plan.

Program

The academic program associated with the constituent.

Plan

The plan within the specified program with which the constituent is associated.

Sub Plan

The sub plan within the specified program and plan with which the constituent is associated.

Global Case

Select this check box to identify the case as a Global Case.

Quick Code

Select a quick code. Depending on your business rules, the quick code you select automatically populates other fields or suggests an action. If the quick code is associated with a display template ID, selecting that quick code will cause the case component to be shown using the associated display template ID.

Case Type

Select the case type that best describes the part of your organization that is responsible for the problem. For example, a case can be a documentation issue, a service request, or a possible product defect.

Case Subtype

Select the case subtype that best describes the kind of case type selected.

Case Status

Select the overall status of the case. Use the different statuses to track the progression of the case. You define specific statuses for your organization.

Provider Group

Select the provider group to which you want to assign the case. For new cases, the default provider group (if any) depends on your business unit configuration.

When a Product Group is specified on a case, the system filters the values for product and installed product to only display the products and installed products contained within the specified product group.

See Understanding Call Center Business Unitsand Understanding Display Templates.

Click the Suggest a Provider Group button to generate a list of suggested provider groups on the Provider Group Summary page. Select one of the suggested provider groups.

Assigned To

Select an agent who belongs to the selected provider group. For new cases, the default assignee depends on your business unit configuration.

You cannot select an agent without first selecting a provider group. The only time that a case is assigned to an agent and not a provider group is when the default assignee is the agent who created the case.

See Understanding Assignment Searches.

Click the Suggest an Agent button to generate a ranked list of qualified, available agents on the Candidate List page, where you can select one of the suggested agents.

You must select a provider group before you can generate a candidate list.

Product Group

Select the product group that requires support.

This field is enabled when you first install your PeopleSoft Support application. It is applicable for all the verticals except HelpDesk for Human Resources and Government.

Product

Select the product that requires support.

When you select an installed product, the system enters the associated site in the Site field, and, if the current SIN is not valid for the product, clears the SIN field.

To define a new installed product for this customer, click the Transfer button to access the Installed Products component.

Description

Enter a complete description of the problem that the caller is reporting. If you do not enter a description, the system copies the value of the Summary field into this field.

Problem Type

Select an aspect of the product for which a call center agent might be qualified to resolve the problem. This field is related to the Product field. You must first select a product before the system displays problem type values that you can select.

If the Product field is blank, no values are available. If you use the system's auto-assignment feature, the assignment engine employs the competencies associated with the problem type to help identify the agents who are most qualified to solve the problem.

Serial Number

Enter the serial number of the product that requires support or servicing. If you have selected a product, the system enters the serial number for that product. If you have not selected a product, selecting a serial number enters both the product and the serial number.

If you enter a serial number directly into the Serial Number field when you first access the Case page for PeopleSoft Support and HelpDesk, the system automatically populates the Customer, Contact, Site, and Product fields on the Case page.

Asset Tag

Click to display the Search Installed Assets page, where you can look for installed assets by employee, department, and location.

To display this field on the Case page, access the Display Template page to select the check box for the Asset Tag field.

Installed

If the product that you select is registered to the employee, consumer, or customer on the Installed Products page, it displays here (PeopleSoft Support and HelpDesk only).

Select Agreement or Warranty

Click to search for warranties and agreement lines that might cover the case. This link is available only for open cases that are not already associated with existing agreements or warranties.

Warranties are associated with installed products and are, therefore, found only in the PeopleSoft Support application and only if you've specified an installed product with a valid warranty.

If the entitlement search returns more than one match, the system displays the results on the Entitlement Match page. From there, you can select a warranty or agreement line, view warranty or agreement line details, and associate a warranty or agreement line with the case.

The system returns agreement lines as search results in entitlement searches for either a product or an installed product. The search attempts to locate either a product or an installed product on the agreement line that matches the product or installed product on the case.

A warranty is returned in an entitlement search only if an installed product is supplied. If the entitlement search finds only one valid warranty or agreement line, the system bypasses the Entitlement Match page and displays the warranty or agreement line that was found on the case.

Once you have selected an agreement line or warranty and saved the case, the system replaces this link with a link to access entitlement details of the selected agreement line or warranty, and a link to clear the current selection on the Case page. In addition, values of these fields are no longer available for edits:

• (PeopleSoft Support) Customer, Contact, Business Unit, PIN, SIN, Site, Product Group, Product, Problem Type, and Serial Number.

• (PeopleSoft IT HelpDesk) Employee, Business Unit, Product Group, Product, and Asset Tag.

• (PeopleSoft HR HelpDesk) Employee and Business Unit.

• (PeopleSoft Higher Education) Customer, Product Group, Product, and Business Unit.

Credit Authorization

This link initiates a search of the customer's billing records for a flag indicating whether to accept the customer's payment by credit card.

Priority

Select the priority that classifies the case according to its effect on the caller's ability to continue operations. A problem that stops mission-critical activities has a higher priority than a problem that has a workaround or that inconveniences someone.

Urgency

Select the urgency of the case. As delivered, this field is visible on HelpDesk (but not Support) cases, though this may be changed by your system administrator.

Severity

Select the severity of the case according to its reproducibility.

View Product Hierarchy

Click the View Product Hierarchy button to view the installed product records that meet the caller and product criteria already entered on the Case page. The system displays the parent, child, and sibling relationships for the selected installed product records on the Installed Product Viewable Hierarchy page.

In PeopleSoft Support cases, the search is based on the customer, site, product, and serial number that have been entered.

In PeopleSoft HelpDesk cases, the search is based on the worker, department, product, and asset tag that have been entered.

View Mode

Use this field to manually change the display template that controls the appearance of the information that appears on the page.

When you change a display template (using AAF or manually) the system re-renders the entire page, including the toolbar, related actions, and various group boxes that appear on the pages within the Case component.

The View Mode field displays all the display templates for the component, display template family, and selected business unit. The system obtains the list of display templates from the Call Center Definition - Display Templates page. When an agent changes the business unit on the Case page, the system repopulates the display template values that appear in the drop-down list box for the View Mode field.

Business Unit

Displays the business unit that is associated with the case. Business units also control prompting for many other fields in the case. The system displays values that are valid for the business unit only. When you change the business unit, the values in this field are those for which the appropriate vertical (PeopleSoft Support or HelpDesk) is established. The system confirms that these conditions are met before the case is transferred to the business unit that you select:

• The case has no related actions or related cases.

• The current and new business units reference the same setup data (that is, they use the same setID) for these record groups: FS_18 (items), RB_01 (customers), RF_07 (agreements and warranties), and RC_02 through RC_09 (case attributes and AAF).

Visibility

Select the visibility of the case. The options are Internal, External,and Internal, exclude Case Contact.

Select the Internal, exclude Case Contact option to prevent self-service users from viewing the case through the self-service application.

Resolved by First Contact

Select to indicate that the agent resolved the case on the first contact with the customer or employee.

Source

Select the communication channel used by the person who originally reported the problem. For example, a person can report a case by telephone, email, or a self-service web page. A case can also be created as a result of a personal data record change in the HCM system.

Impact

Select from the drop-down list box a value that describes the effect that the problem has on the business processes of the organization.

Asset Tag

Select the asset tag of the installed product that requires support in PeopleSoft HelpDesk. If you entered a product, values are limited to asset tags for the specified product. If you have not entered a product, selecting an asset tag enters both the product and the asset tag.

Installed

Displays Yes or No in PeopleSoft Support and HelpDesk if the product that you select is registered to the employee, consumer, or customer on the Installed Products page.

Summary

Enter a summary of the problem that the caller is reporting. This field is required. If you do not enter a value, the system uses the first 80 characters of the Description field as the summary. This shortcut helps you avoid retyping the same text into two fields.

Category, Specialty Type, and Details

Select category, specialty type, and details for the case. These are hierarchical fields. The category value that you enter limits the specialty type values, and the specialty type value that you enter limits the details values.

See Understanding the Configurable Toolbar.

See Combine Category/Type/Detail Page.

Secured Case

Select to indicate to the system that the case should only be viewed by individuals associated with the provider group on the case.

When you mark a case as secured, you must enter a provider group before you can save the case. Once you secure the case, it is associated with the provider group.

Only agents belonging to the provider group can access the case. If the agent who created the case is not a member of the provider group, that agent will not have access to the secured case.

Anonymous Caller

Select if the caller wants to remain anonymous. No personal information is recorded, and no personal information is required to save the case.

If the caller wants to register, clear the Anonymous check box and search for existing customers or use the Quick Create function to create a new customer.

See Creating Business Objects by Using the Quick Create Component.

Site without Customer

Select to enable cases to be created for specific sites without a customer. This check box is displayed after the Customer Information is selected. If you plan to use this option, first set up an anonymous customer, since the system assigns the anonymous customer when this option is selected.

Remote Case/Issue ID

The unique keys of the case in the third-party system from which the case was passed to PeopleSoft Call Center applications. This option is used to map the case created in CRM to its counterpart stored in a third-party system.

Purchased From

Enter the name of the vendor from whom the customer acquired the product or service that is referenced in the case.

Target Close Date

Enter the desired date of resolution for the problem.

Error Code and Error Message

Error codes are relevant for business units that support products that can display error messages, products such as software or electronics. If you enable error code processing, users can access a list of frequently used solutions based on the error code or error message entered for the case. Enter any error code and error message that the caller reports.

To fill in the message associated with the error code, click the Validate button. If the error code has not been used before, the system displays the Error Validation page. You can then use this page to search for or create new error codes and messages.

By entering error information, you enable the Frequently Used Solutions page to list frequently used solutions according to the error. The system does not restrict you from prompting against known errors.

Response Met

Displays the date and time that the problem was fixed or the service was restored.

Restore Met

Displays the date and time the agent or service person restored service or fixed the problem with the product.

Entitled Response

Displays the date and time that the customer or employee is entitled to a response after they call in a problem.

Actual Response

Displays the date and time that the agent or service person actually responded to the caller's problem.

Entitled Restore

Displays the date and time that the caller is entitled to have their problem or service restored.

Red Restore and Yellow Restore

Displays the date and time that the problem or service will turn red or yellow if it is not restored. These fields are used in conjunction with agreements.

To use these fields, you must enter a percent in the Percent of SLA for Red and Percent of SLA for Yellow fields on the Business Unit-Options page.

Actual Restore

Displays the date and time that the service or problem was actually fixed or restored.

Survey Score

Displays the score generated by the survey that was sent to the customer. This field does not appear on the page unless you enable it using the Display Template - Page Definition page. You must also sign in as a user that has permission to view this field; otherwise it does not appear on the page.

The Survey Score field uses the RC_VIEW_SURVEY _SCORE functional option code, the RC_VIEW_SURVEY _SCORE _GROUP functional option group code, and the Case Survey Score application security profile to enforce security. The PeopleSoft system delivers the functional option code for the Survey Score field on the Display Template - Page Definition page. It also delivers the Case Survey Score membership list, which is where you can control what roles or users are permitted to view the Survey Score once it is enabled on the Display Template - Page Definition page. For this membership list, the PeopleSoft system delivers the Call Center Manager and Help Desk Manager roles.

See Understanding PeopleSoft CRM Security.

Escalation Date Time and Escalation Count

These fields display the date and time an escalation was initiated and the number of times the case was escalated. These fields are hidden when you first install your call center applications.

Go

Click this button after selecting a link in a category to access the corresponding component (specified as a link).

When you click Go, the system:

• Opens a new browser window with the target page (optional).

• Enters the link's long description in the Related Actions section.