How to View Cases and Customize the Homepage in Customer Service Central Cisco and/or its affiliates. All rights reserved. 1

Transcription

1 How to View Cases and Customize the Homepage in Customer Service Central 1

2 This module will show you how to view cases and customize the homepage in Customer Service Central. Please note that in My Cisco, there are 17 supported languages, however, Customer Service Central supports a subset of these languages. The languages supported are Chinese Simplified, English Worldwide, French (Français) France, Japanese, Korean, Portuguese (Português) Brazil, and Spanish (Español Europeo) Europe. Note that if a language other than the seven that are supported is selected on My Cisco, it will default to English on Customer Service Central, except for Spanish (Español) Latin America, which will default to Spanish (Español Europeo) Europe. 2

3 Topic 1: How to View Cases 3

4 How to View Cases My Cases Tab The My Cases tab is the landing page, or homepage, of Customer Service Central. The table in this page lists all the cases you have created. In this table, you can see information about each case. 4

5 How to View Cases My Cases Tab The first column, Case ID#, shows the ID number of the case. The Subject column displays a portion of the case subject in the first line, followed by a portion of the case description in the second line. 5

6 How to View Cases My Cases Tab The Status column shows the current status of the case. The Status options are Case Submitted, Received by Agent, Working, Needs Requestor Input, Case Updated, Case Closure Requested, Closed or Draft. 6

7 How to View Cases My Cases Tab [Default View] Flag indicates the user s selection of flag color for the case. The Modified column shows the date the case was created or last modified. S.O. # indicates Cisco s sales order number mentioned in the case. P.O. # indicates the purchase order number mentioned in the case. Quote # can be linked to a case. Service Contract # can also be linked to a case. Note: that S.O. #, P.O. #, Quote #, and Service Contract # may be blank if they are not applicable to the case. In the next section you will learn about how to configure your display to remove/add columns 7

8 How to View Cases My Cases Tab You can change the order cases appear by clicking on the sort arrows on any of the column headers. Sort order can be toggled by the direction of the highlighted arrow indicator. Upward facing arrow signifies ascending order, while downward facing arrow signifies descending order. Once a sort is applied it changes to a solid triangle (either up for ascending or down for descending). 8

9 How to View Cases My Cases Tab Customer Service Central provides various icons to identify the current case Status. The icon depicts draft cases. These cases have not been submitted to Cisco. The icon depicts cases which have been submitted or updated. The icon depicts cases which are in progress with Cisco Customer Service or awaiting further updates by agents. The icon depicts cases which require additional information from you to proceed. A quick response from you for the cases marked with this icon will help the agent to resolve the case as quickly as possible. The icon depicts cases which have been closed. 9

10 How to View Cases My Cases Tab Up to 10 cases will appear in the My Cases tab by default. If you have more than 10 cases, you can browse through all the cases using the navigation arrows in the lower right hand side. To navigate directly to a page, click on the page number. To view more cases at once, click on the dropdown menu and select to view 10, 25, or 50 cases. Note: once user has selected a # of Cases displayed preference that this will be shown every time they log into the portal. 10

11 How to View Cases My Cases Tab To view the details of a case, click on the Case ID of the case. This will open the Case Details page of the selected case where you will be able to view and manage your case. 11

12 How to View Cases Case Details Page In the Case Details page, you can manage your case and view all the information available for your case. Click the Edit/Update link to add attachments, comments, or additional addresses of people that need to be copied on case communications. Click the Request to Close link to request closure of cases that have been resolved or that you no longer need open. 12

13 How to View Cases Case Details Page Click the Copy This Case link to create a new case based on the information in the current case. Note that attachments and case comments will not copy over. Click the Print link to print the current page. 13

14 How to View Cases Case Details Page Click the Escalate option to request that your case be escalated with customer service. Note: Escalate button requires 24 hours time lapse since a case was opened in order for escalate button to appear. 14

15 How to View Cases Case Details Page At the top of the Case Details page, you will see the Case Number. You can also see the Subject of the case, the current Status of the case, and the date on which the case was Submitted towards the top of the screen. 15

16 How to View Cases Case Details Page You will then see the case attributes, including Sales Order Number, Cisco s Purchase Order Number, Quote Number, Deal ID Number, and Service Contract Number. Note that the fields may be blank if no information was entered by you or the agent. You will find the name, address, and phone number of the case submitter. In addition, you can see the name of the agent, or Customer Service Representative, to whom the case is assigned. 16

17 How to View Cases Case Details Page The Copy To displays the addresses you entered of people who will be copied on case communications. The Attachments field shows the file name(s) and extension of case attachments. Please note that once an attachment is added, you cannot view it on Customer Service Central. The Description field will show the description of the case you entered when creating the case. 17

18 How to View Cases Case Details Page Case comments and communication are viewable in the Case Details page. The most recent comment or will appear first and will display the first 10 lines. If the message is longer than 10 lines, click on the Show More link to view the full message. Each comment includes the creation date, the name of the person who added the comment, and their corresponding account name. Comments highlighted with a gray box are comments entered in Customer Service Central either by you or your Cisco representative. Comments with a black box are those entered by customer service agents. Your Comments Comments by agents 18

19 How to View Cases Case Details Page communication regarding a case will appear as Comments in the Case Details page. Note that s will be viewable as text only. For example, images and attachments would not display in this Comments section. sent by you or your Cisco representative will be highlighted with a gray box and will include the creation date and be labeled as Inbound Communication. sent by agents will be highlighted with a black box and will include the creation date, the name of the person who added the comment, and their corresponding account name. sent by you sent by agents 19

20 This completes the demonstration of the process of viewing cases in Customer Service Central. To summarize: You can view cases by going to the My Cases landing page where you can see all the cases you have created. You can sort your cases by any column in the case table by clicking the arrows next to the column name. Clicking on the Case ID of a case will take you to the Case Details page where you can manage your case and view all the information available for your case. 20

21 Topic 2: How to Customize the Homepage 21

22 How to Customize the Homepage Column Display You can configure which case information columns are displayed in the case table To do so, click on the column display configuration icon at the end of the column header.. 22

23 How to Customize the Homepage Column Display To add column names to the homepage view, click on the column name in the Available Columns box and then click the right arrow to move it to the Selected Columns box. The options for column display include: Created (date), Deal ID#, Case ID#, Subject, Status, Flag, Modified (date), SO #, PO #, Quote # and Service Contract #. To remove column names from the homepage view, click the column name in the Selected Columns box and then click the left arrow to move it to the Available Columns box. Note: Case ID#, Subject, and Status are always visible on the homepage and cannot be removed. To move all listed column names at once, click the appropriate double arrow. Click Save.. 23

24 How to Customize the Homepage Column Reordering You can reorder case information columns from the case table. There are two methods you can use. The first is from the column configuration display page: Click the desired header name in the Selected Columns box. Multiple column names can be selected by holding down the Control key while selecting each name. To move the column name(s) one position at a time, click the up or down arrow. To move the column name(s) directly to the top of the list or directly to the bottom of the list, click the appropriate up/down buttons. Click Save. Note: the Case ID # column is locked and cannot be moved.. 24

25 How to Customize the Homepage Column Reordering Another method to reorder the case information columns is from the case table: Click the desired header name and drag and drop it to the desired location on the case table. Note: the Case ID # column is locked and cannot be moved.. 25

26 How to Customize the Homepage Column Resizing You can resize case table columns on the homepage. Place your mouse between the column header names to reveal the resizing icon displayed here Click the resizing icon and drag it left or right to increase or decrease the column size. You can also double click the resizing icon to automatically resize the column so that all table information in that column is visible without wrapping. Note: the double click must be done on the bar between the column header names, otherwise it will change the column sort. Note: the Subject column will double in size when double clicked, but may still require wrapping to see all information. Note: if you resize columns in a way that exceeds the available onscreen space, a horizontal scroll bar (called out below) will appear at the bottom of the case table. Horizontal Scroll Bar Click on & hold click while moving mouse to the right. to see additional columns 26

27 How to Customize the Homepage Flag Customization You can add a flag to any case to categorize it in your view. Click the case flag icon in the case table or the case details toolbar. Click the desired flag to display that flag in the case table and case details page. Click Clear to remove the existing flag color and return to the default clear flag. If desired, you can click Customize to give the flag(s) a custom label. Note: Customized flag names have a maximum of 20 characters Click Reset to return all labels to their default names. Click Save. Note: A case in "Closed" status cannot be flagged, and when flagged cases are closed their flags are reset to "Clear" Case List View Case Detail View Customize Flags View 2012 Cisco and/or its affiliates. All rights reserved. 27

28 This completes the demonstration of the process of customizing the homepage in Customer Service Central. To summarize: The column display can be configured in the case table as well as the case details page. You can reorder column display configuration by clicking the column configuration display icon or by dragging and dropping columns from the case table. You can flag cases in your view by clicking the flag icon for a case, either on the case table or the case details page. You can also rename the flag labels by clicking on Customize in the flag menu. 28

29 Thank you for viewing this How To module for Customer Service Central. We hope you found this module helpful. Please go back to the Operations Exchange page for more How To modules within Customer Service Central. 29