Working Through and Closing Cases
1. When the case is delegated to you, you'll receive an email notification
2. From the Case Detail Page, review what the Sales Rep has provided. Add Comments as necessary
3. After reviewing the scenario, communicate with the Sales Rep and work towards a Solution
A few options to consider when working towards a solution for your sales reps.
- Ask for screenshots or explanations around what they were trying to do
- Schedule a meeting with the Sales Rep to see their process
- Review & provide documentation links where applicable
If at any point throughout answering this ticket you feel additional documentation would be beneficial, create a Ticket for your System Administrator. Documentation is created resulting from a Form Request related to Development or from a Ticket.
4. Once the Sales Rep has confirmed the provided resolution, Close The Case.
5. If you're unable to find a solution for the Sales Rep, it's time to create a Ticket.
If the Sales Rep has identified an Issue / Bug, the following troubleshooting steps must take place before a Ticket can be submitted
- Obtained the Record URL in question (if applicable)
- Have confirmed the issue and are able to explain what's happening
- Gathered all relevant screenshots including error message, in-page behavior, etc.
- Have determined whether there's a viable workaround
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