Tier bus hrs Tier bus hrs Tier 3 - Management. Community Partnerships Community

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1 CASE MANAGEMENT CASE MANAGEMENT OVERVIEW Case Management provides the foundation for building that best in class customer experience: It provides the structure and drives our customer response time movement-wide. It allows us to generate solutions locally that we can leverage nationally. It allows us to track customer trends and understand satisfiers and dissatisfaction. It is our tool to redefine how we care for our customers by increasing our responsiveness in the most efficient and effective way, improving not only the experience for our volunteers, parents, and potential customers, but for staff as well. Duties and Responsibilities Customer Care Specialists serve as the first point of contact for inquiries via phone, , or in person. They are responsible for providing the highest level of customer service to all members/customers, both external and internal. Duties of Customer Care Specialists include: Support functions of a multi-channel contact center. Provide high-quality customer service. Answer inquiries by clarifying desired information, researching, locating, and delivering findings. Maintain contact center database by entering information accurately and quickly. Additional duties and responsibilities include: Tier 1 Customer Care Specialists have primary accountability for completing and closing a Case on first contact by a customer/volunteer/parent or general inquiry by the public. Tier 2 Subject Matter Experts (SMEs) are also accountable for providing specific skill, knowledge, and expertise in their areas, and are the staff that will receive escalated and transferred Cases when a searchable solution isn t applicable. All staff with full licenses can create Cases and could be tapped for subject matter expertise depending on the inquiry or issue. Tier bus hrs Tier bus hrs Tier 3 - Management Customer Care Community Partnerships Community Development Specialist Major Gifts Manager Council Services Management - Executive Assistant COO Registration Outdoor Program - Camp & Travel Specialist Product Program - Product Sales Executive Recruitment - Inside Recruitment Specialist or Outside Recruitment Specialist Service Unit Support - Adult Development Specialist Shop - Retail Sales Clerk Troop Support - Troop Mentor (specific age level) or Community Program Specialist Director of Girl Programming and Membership Services Product Sales Manager Director of Recruitment Director of Girl Programming and Membership Services Retail Sales Manager Troop Support Manager Director of Girl Programming and Membership Services CASE MANAGEMENT: CASES 325

2 CASES CASES OVERVIEW A Case is a log of problems or questions that a customer has brought up to someone in the Council. For example, it could be a question about how Silver Awards work. Creating a Case allows us to track the sorts of questions and problems that are coming in, as well as track inquiries that are coming in from specific customers, regardless of the staff member to whom the inquiry is sent. By having a running record of the Case, any equipped staff member can have an informed encounter with the customer, providing an improved customer experience. A Case should be created whenever a customer asks a question, reports a problem, or provides feedback, with a few exceptions. Do not create a Case if the customer is requesting information about Service Center and Shop hours or locations, or for solicitation calls. Very simple common questions do not require a Case. Do not create a Case when you are initiating the communication with the customer. When you re communicating with the customer, log the call or in Salesforce. If a customer calls or s with multiple questions/comments, create one Case and list all of their questions. Use the Case Comments section to note what issues you were able to resolve, and then transfer the Case if necessary. The Case will only be closed when all of the issues have been resolved. A Case can be created in the following ways: Manually when a new Case is opened manually in Salesforce by the Customer Care team or others. to Case when an is received through your Council s Customer Care and Registration s addresses, a Case is automatically created. Web to Case when a contact fills out the Contact Us form on our website, a Case is automatically created. Tasks Performed Tasks performed include: Creating a New Case o In person (walk in or phone) o Creating a Case web or initiated Updating a Case Escalating a Case Transferring a Case Closing a Case Queue Management Summary of Recommendations First Contact Resolution: Check this box when a Case is resolved on first contact. This field is used to track how Cases are being resolved. This data is tracked on a dashboard and can be customized based on Councilspecific benchmarks and goals for First Contact Resolution; for example, 90% goal to close Cases at first touch. Case Source: The default is none. Choices are Phone, , Web, In-Person, and Social Media. Note that when you use or Web, an automatic is sent to inform the person that a Case has been created, and CASE MANAGEMENT: CASES 326

3 when it is closed. When you manually create a Case and assign the Case source as , a Case Created and Case Closed is not sent. This is used when a customer sends an to you directly and you create the Case manually. Case Type: The default is None, but you should use a Case Type From (or Other if none applies). Type is used to categorize the Case so the issues that come on can be tracked. Case Reason: Can be selected from the dropdown menu. Select a Subtype if one applies. Case Subject: The title of the Case should be similar to the subject line of an . Case Reason: Select from the dropdown menu New problem, Existing problem, Customer inquiry, and Other. Case Description: A description of the issue raised by the customer, not your notes on what you told the customer. Your notes go in the closing comments. When a Case is created by -to-Case or Web-to-Case, the content of the or comments made by the customer are in this field. As you manually create a Case from your own personal you will copy and paste the initial contents to this field. Tiers: The default is Tier 1. This is a mandatory field. Tier 1 is used when the Case is closed on the first point of contact if you create a Case and are able to close the Case by applying an existing, approved solution. Tier 2 is used for Cases that are handled by a Subject Matter Expert (SME) in another department. When a Case is escalated from Tier 1 Customer Care to another department for support the tier should be manually moved. Tier 3 is used for Cases that have been transferred to supervisors or the management queue. -to-Case: When a person s the general in-box and registration, a Case will automatically be created with information in the , and assigned to the Customer Care or Registration queue. These Cases need to be manually attached to the correct Contact Record in the system. The contact name and are assigned to the Case and give you the ability to search the database for the matching household. Web-to-Case: When a person fills out the Contact Us form on the website, a Case will automatically be created with the information given on the form. Like -to-Case, it will be assigned to the Customer Care queue, and the Contact will be assigned manually. Customer Communication Some of the fields are for internal use only; for example, Internal Comments and Internal Closing Notes. Internal Notes are visible to all users, but not to the public. Use caution and tact when writing internal comments and closing notes, stating only facts and not personal opinion. In Person/Walk-in Cases If on a live call, the best business practice is to complete the minimum fields and then listen to the customer. Some but not all of the mandatory fields are highlighted in red, including Status and Tier. Enter the notes you need as you work with the customer, and then complete the rest of the fields during the wrap-up time after the call has ended. The following describes the function of the fields: Note: When you use or Web, an automatic is sent to inform the person that a Case has been created, and when it is closed. CASE MANAGEMENT: CASES 327

4 FIELD Case Type Case Subtype Case Subject Case Reason Case Description Tiers Duplicate Case Parent Case Case Assignment Rules -to-Case Web-to-Case DESCRIPTION The default is None, but you should use a Case Type From (or Other if none applies). Type is used to categorize the Case so the issues that come on can be tracked. Can be selected from the dropdown menu. Select a Subtype if one applies. The title of the Case should be similar to the subject line of an . Select from the dropdown menu New problem, Existing problem, Customer inquiry, and Other. A description of the issue raised by the customer; notes on what you told the customer go in the closing comments. The default is Tier 1. This is a mandatory field. Tier 1 is used when the Case is closed on the first point of contact if you create a Case and are able to close the Case by applying an existing, approved solution. Tier 2 is used for Cases that are handled by a Subject Matter Expert (SME) in another department. Tier 3 is used for Cases that have been transferred to supervisors or the Management queue. Not used often. An example would be if a volunteer calls multiple times to different people and various Cases are created. If the Case is open, it is best to use comments to indicate that the person has called again with the same issue. Topics and issues must be identical to use Duplicate Case. For conflict resolution. An example would be if someone calls to complain about the troop leader. The Council has to then call each girl in that troop to investigate and get more information. One Parent Case, but multiple Cases underneath for each call same issue but different customers. If you check this optional box, the system will automatically assign the Case to the GSUSA queue based on Case Type and Case Subtype, and the Council does not have access to change it back. It is a nationally defined assignment rule and not a required field. It can be used by a staff member who does not know where to assign a queue. Refer to case queue chart above. When a person s the general in-box, a Case will automatically be created with information in the , and it is assigned to the Customer Care or Registration queue. These Cases need to be manually attached to the correct Contact Record in the system. When a person fills out the Contact Us form on the website, a Case will automatically be created with the information given on the form. Like -to-Case, it will be assigned to the Customer Care queue, and the contact will be assigned manually. CASE MANAGEMENT: CASES 328

5 CREATE A NEW CASE There are multiple ways to create a new Case manually. The best practice is to first check the household account to ensure that a Case is not already open; for example, you have the dad on the phone, but the mom has already called or ed to start the Case. If no Case then navigate to the contact and click the New Case button. This will open the Case with the account and contact. If you don t find the contact because the Contact Record doesn t exist, you will need to create a contact and account record for that customer. Note: You can use hover links to more quickly access the related lists for that record. When you hover over the category, the list will pop up, and you may have the ability to create a record from there. Step-by-Step Instructions Complete the following steps to create a new Case. 1. From the Contact Record, click New Case. This is the preferred method as it ensures you are attaching the Case to the correct contact and saves time in searching. You can create a new Case from: The hover links, or Related list on the Contact Record. 2. From the Case tab, click New in the Recent Cases section. Note that you may also create a new Case from the Create New option in the sidebar. You will be directed to the New Case page. Using this option will require you to search for the contact and account associated with the Case. 3. Validate that the Contact Information is accurate. The Contact Name and Account Name fields will already be filled if you created the Case from the Contact Record. If not, use the search function to locate the customer. CASE MANAGEMENT: CASES 329

6 4. Validate that the Business Hours field is set to your Council Code. If not, change the Business Hours field to your Council Code. If GSUSA is left in the Business Hours field, the system will not inform you; however, your Cases will be escalated based on GSUSA business hours. 5. Complete each field in the Case Detail section per the Field Description table starting on page 3. CASE MANAGEMENT: CASES 330

7 Note: Closing Method and Closing Notes fields appear when closing a Case manually. Use this and document notes when closing on first contact or first resolution. Important: Do not check Active Assignment Rules. Doing so will result in our inability to access the Case locally. 6. Click Save and Close. If you receive an error message while saving the Case, ensure that you have written a description and complete other required fields (not all are highlighted in red). Once a Case is created, a Case Number is assigned. CASE MANAGEMENT: CASES 331

8 UPDATE A CASE Objectives of the Business Process The objective of updating a new Case is to ensure Case information is current and reflects activity to solve the customer s question/inquiry. You update a Case to change it from New or if you have more content for the Case. Summary of Recommendations Cases are updated when content and information are added to the Case while a response to the customer s inquiry is in process, or when changing the status of the Case from New. Step-by-Step Instructions Complete the following steps to update a Case. 1. Go to the Case record for the Case you want to update. If you are not in the Case, go to the Case tab; the view window will allow you to choose My Open Cases or My Cases (all Cases you have managed), or all open Cases, or department Queues. Or through the contact record. Anytime you are changing the status or updating the Case, you need to pull that up manually. Anytime you update a Case, it should match Case comments or activity history. 2. On the Case detail page, click Edit. 3. Change the Status. CASE MANAGEMENT: CASES 332

9 4. Click New in the Case Comments. CASE MANAGEMENT: CASES 333

10 ESCALATE A CASE MANUALLY Objective of Escalating a Case Manually The objective of the Escalating a Case Manually process is to provide a timely response and structure to ensure customer satisfaction and business efficiencies. Summary of Recommendations Cases are escalated through both the automated escalation rules and the manual process. Examples of Case escalation causes include: Automated escalation rules for Cases that are not resolved within automated timeframes. Manual escalation for Cases that have potentially sensitive issues or concerns. Insufficient staffing or an oversight of the Case queues and Management queue. Escalation rules include: If a Customer Care person takes ownership of a Case, and in the course of working it realizes it is not resolvable at Tier 1, they should escalate it by changing ownership and transferring the Case to a Tier 2. Tier 1 Cases will be automatically escalated to the Management queue 8.5 business hours after the creation of the Case if they have not been closed. Tier 2 Cases will be automatically escalated to the Management queue 25.5 business hours after the creation of the Case if they have not been closed. More detail is available in the Management Queue & Oversight section. Based on crisis communication and risk management of some cases, refer to Crisis Communication Plan guidelines. CASE MANAGEMENT: CASES 334

11 Step-by-Step Instructions Complete the following steps to escalate a Case manually. 1. Go to the Case and click Edit. 2. In the Case Detail section, edit the Tier by clicking the arrow. If it s being escalated due to the severity of the Case, you can also edit the Severity Level, which is directly below the Tier, by clicking the arrow and selecting one of three options: Low Business Impact (default) Medium Business Impact Critical Business Impact CASE MANAGEMENT: CASES 335

12 3. If needed, you can also select Priority. The three options for that are: Individual Impact (default) Multiple Girl Scout Communities Impacted Council Wide Impact 4. After you have made a selection, click Save. CASE MANAGEMENT: CASES 336

13 Critical Cases must be escalated directly to the COO along with an immediate phone call to the COO. Also, refer to Crisis Communication guidelines for specific protocol. Critical Cases are defined as anything illegal of nature, jeopardizing the safety of anyone at a Girl Scout-related activity, unfavorable media targeted at Girl Scouts, etc. CASE MANAGEMENT: CASES 337

14 TRANSFER CASE OWNERSHIP Summary of Recommendations When you are unable to handle a Case, it is recommended that the Case be transferred to the appropriate Case queue or individual Subject Matter Expert. Large Councils may want to use queues, and smaller Councils may find it more efficient to transfer to individuals. Tier bus hrs Tier bus hrs Tier 3 - Management Customer Care Community Partnerships Community Development Specialist Major Gifts Manager Council Services Management - Executive Assistant COO Registration Outdoor Program - Camp & Travel Specialist Product Program - Product Sales Executive Recruitment - Inside Recruitment Specialist or Outside Recruitment Specialist Service Unit Support - Adult Development Specialist Shop - Retail Sales Clerk Troop Support - Troop Mentor (specific age level) or Community Program Specialist Director of Girl Programming and Membership Services Product Sales Manager Director of Recruitment Director of Girl Programming and Membership Services Retail Sales Manager Troop Support Manager Director of Girl Programming and Membership Services Step-by-Step Instructions Complete the following steps to reassign or transfer Case ownership. 1. Go to the Case record for the Case you want to transfer. 2. In the Case Detail section, find the Case Owner. 3. Click Change (next to the Case Owner). The Change Case Owner screen will open. CASE MANAGEMENT: CASES 338

15 4. Choose either User or Queue from the dropdown menu, depending on whether you want to transfer the Case to an individual (User) or a group/department (Queue). 5. Click the search icon to bring up the lookup window. A list of your recently viewed users or queues will show up, and you can enter in search terms to find one if it doesn t come up. 6. If you are transferring a Case to the Management queue then you need to change the Tier to Tier 3 OR If you are transferring to an individual then check Send Notification when transferring a Case to an individual and not a queue. CASE MANAGEMENT: CASES 339

16 If Tier 1 (Customer Care) cannot resolve the case immediately, it will be escalated to Tier 2 (Subject Matter Experts (SME). Tier 2 must resolve the case within 25.5 business hours or escalate to management if they cannot resolve the case without management assistance. CASE MANAGEMENT: CASES 340

17 CLOSE A CASE Objectives of the Business Process The objectives of the Close a Case business process are to ensure consistency in closing Cases, customer responsiveness, and accurate reporting of Cases, especially First Resolution and overall tracking and solutions management. Summary of Recommendations Closed notes are for internal Council use; however, they should always be worded in external facing language. Refer to Chapter: Activities; Section: Log A Call Notes, regarding note parameters. Brief, but concise, is best. Cases should be closed in the same format they were opened unless the customer requests otherwise (phone/in person, web, ). Step-by-Step Instructions Complete the following steps to close a Case. 1. Click Close Case from the Case page. 2. Edit Case will come up. Complete at least the two required fields: Status dropdown and Case Reason dropdown. CASE MANAGEMENT: CASES 341

18 The Case Reason will default to why the Case was opened, but can be changed. Closing Method is not required but highly recommended for reporting and documentation. Customer notes are externally facing. Attach a Solution to a Case If the Case is closed via , the customer notes will be included in the Case closure . If you are closing a Case that is assigned to a queue, transfer it to yourself first, and then close it or it will not be recorded as your closed Case. Attach a Solution to a Case 3. Click on Save. For Cases that came in by or through the website (Case origin web or ), the contact will receive an auto informing them that the Case has been closed. CASE MANAGEMENT: CASES 342

19 You will be redirected to the Case page. Note: If this is a duplicate Case then you need to record the duplicate Case number in the field before closing or it will not track and connect the Cases properly. QUEUE MANAGEMENT Objectives of the Business Process Case queues enable the overall coordination of assigning Cases and managing the intake of customer questions received though in-person, phone, web, social media, and inquiries. Summary of Recommendations Case queues are managed by the respective departments. It is the responsibility of each department to manage the Cases in the queue and assign staff to do so. The person managing the Case queue should assign Cases, i.e., transfer as necessary to members of the department. As outlined above, that can be done by changing the ownership of a Case from the Case record itself, or from the Case queue list view by checking the box next to the Case(s) and then clicking the Change Ownership button. Note that members of a queue can also check the box next to the Case(s) in the queue list view, and click the Accept button to transfer the Case to them. Transferring a Case CASE MANAGEMENT: CASES 343

20 Tier bus hrs Tier bus hrs Tier 3 - Management Customer Care Community Partnerships Community Development Specialist Major Gifts Manager Council Services Management - Executive Assistant COO Registration Outdoor Program - Camp & Travel Specialist Product Program - Product Sales Executive Recruitment - Inside Recruitment Specialist or Outside Recruitment Specialist Service Unit Support - Adult Development Specialist Shop - Retail Sales Clerk Troop Support - Troop Mentor (specific age level) or Community Program Specialist Director of Girl Programming and Membership Services Product Sales Manager Director of Recruitment Director of Girl Programming and Membership Services Retail Sales Manager Troop Support Manager Director of Girl Programming and Membership Services Queues & Escalation Rules Standard escalation rules apply: Cases in the Management queue are there because they have gone beyond the one-day or three-day escalation limit for Tier 1 and Tier 2, or have been manually escalated due to the nature of the Case. In general, the most common reasons for Cases escalating are: o Inadequate management of the queues. o Understaffing for the load. o Customer has not responded. Queues need to be managed, and staff members need to know when to escalate a problem to Tier 2. Cases that take more time than the one-day and three-day limits need to have management attention, and the goal should be to close them as quickly as possible while providing great customer service and resolving the problem. If Tier 1 (Customer Care) cannot resolve the case immediately, they will escalate to Tier 2 (Subject Matter Experts (SME). Tier 2 must resolve the case within 25.5 business hours or escalate to management if they cannot resolve the case without management assistance. It is best practice for the Director of Customer Care and the Customer Care Specialist to directly manage the Council s Management queue. Escalated Cases will be reviewed for quality assurance and activity history, including Case comments, s, and call logs. The Customer Care team will contact the Case owner if additional support is needed, if the activity history is unclear, and if the Case has not been closed. If the Case has been responded to, and if we are waiting for a customer response, the Case can be transferred back to the owner. Please note that by transferring the Case back to the owner, the Case will not be escalated to Management again. Escalating a Case You can manually escalate a Case by transferring it either to your supervisor (or the supervisor of another department), or to the Your Council s Management queue. Instructions for this are in the Transferring a Case section above. Escalation Rules Escalation rules include: CASE MANAGEMENT: CASES 344

21 If a Customer Care person takes ownership of a Case, and in the course of working it realizes it is not resolvable at Tier 1, they should escalate it by changing ownership to the appropriate Tier 2 queue and changing its Tier from Tier 1 to Tier 2. If they want to continue to be informed about its progress, they should follow it before they change ownership. Tier 1 Cases will be automatically escalated to the Management queue 8.5 business hours after the creation of the Case if they have not been closed. Tier 2 Cases will be automatically escalated to the Management queue 25.5 business hours after the creation of the Case if they have not been closed. Cases in the Management queue should be closed within 7 business days. If a Case remains open after 7 business days with a Waiting on Customer status, the Case owner will be requested to contact the member one additional time by phone. If no response is received within 24 hours, the Case owner should close the Case and indicate in closing notes No Response from Customer. If a Case remains open after 7 business days with a Researching status, the Case will be moved back to the Case owner currently researching the Case. This will allow staff members additional time to finish the research prior to closing the Case. If a reply is received in direct response to the automated closed message, the Case owner may reopen the Case. If the member contacts the Council after the Case has been closed and not in direct response to an automated closed message, a new Case should be created. Closed Cases should always be owned by an individual, not a queue. If you re closing a Case that s in a queue, transfer it to yourself first, and then close it. Step-by-Step Instructions Complete the following steps for queue management. 1. From the Cases tab select the appropriate queue by double-clicking on the queue name. CASE MANAGEMENT: CASES 345

22 2. In the queue you have three options: Open the Case by clicking on the Case number and reassigning, following the Changing Case Ownership hyperlink. Selecting edit will take you to the Case page where you can change ownership by following the Changing Case Ownership hyperlink. By clicking the checkbox on one or more Cases you can reassign multiple Cases to another queue or individual at one time. By clicking on the checkbox you are directed to the Change Case Ownership screen as shown in Changing Case Owner rules. This will change ownership for multiple Cases at once. CASE MANAGEMENT: CASES 346

23 SECTION: SOLUTIONS SOLUTIONS SOLUTIONS OVERVIEW Based on industry standards, solutions for 80% of our customer and volunteer inquiries are easy to resolve. Searching and maintaining a healthy Solutions database in Salesforce provides for efficient and effective customer service. By utilizing and updating the Solutions database on an ongoing basis, we can start to gain insight into where and how we can improve that experience for our customers and continually enhance that experience. It is the 20% that will need the possible attention and time of a Tier 2 Subject Matter Expert or possible immediate escalation to the Management queue. It is important that everyone be grounded in the basic framework and working knowledge of how solutions are managed. The following section outlines the basic parameters for working with and creating solutions. In Salesforce, all solutions are visible all staff members can see solutions for all Councils. This provides an opportunity for learning and collaboration. It is important that staff understand this and follow the business process suggestions below to ensure use of Council-specific solutions. Objectives of the Business Process Solutions exist to provide staff with accurate, searchable, up-to-date information to share with parents, volunteers, members, and other customers. Typically, a solution in the system will include facts, scripts, and instructions to use during customer interactions. Solutions may also include links to the web. Tasks Performed Specific tasks include: Creating a Solution Attaching a Solution to a Case Naming Convention Rules Expiration Dates Solution Approval Process Summary of Recommendations Naming Convention for Solution Titles Solution titles are created to enhance search accuracy and ease of use in the system. Solution titles should follow these guidelines: The solution title should start with your three-digit Council code. Keep the title as succinct as possible, while including keywords that say as much as possible about the solution. Use two to three descriptive words at the beginning of the title (Example: Position code update or Annual Meeting). Use one or two words that refer to the system or department needed to address the customer issue (example: Personify, or Fund Development). IMPORTANT Solution Naming Conventions: If you are using another Council s approved solution and it is a new solution proposed for your Council Code, follow the same approval process as creating a new solution. Make sure to note origin of solution by Council Code when applicable. CASE MANAGEMENT: SOLUTIONS 347

24 SECTION: SOLUTIONS An example of a complete title using the naming convention would be: Position code update Personify. Expiration Date for Solutions All solutions require an expiration date: If the solution is time-sensitive and the information it includes will not be relevant as of a specific date, include that date as the expiration date. If the solution is not time-sensitive, set the expiration date for one year from the date you are drafting the solution. This will ensure yearly review of the solution for relevance and accuracy. Submitting a Solution for Approval All staff are expected to create/edit solutions for cases. After editing/creating solutions, staff must submit to supervisor for approval. Supervisors must approve within 8.5 business hours. Once approved, staff must enter cases/solutions in Volunteer Systems within 8.5 business hours. If the level of access for staff does not permit entry/edit privileges, staff must submit cases/solutions to customer care for entry. CREATE A SOLUTION Objectives of the Business Process Solutions exist to provide staff with accurate, searchable, up-to-date information to share with parents, volunteers, members, and other customers. Typically, a solution in the system will include facts, scripts, and instructions to use during customer interactions. Solutions may also include links to the web. Solutions can and should be created as new questions and trends arise from the customer base. Summary of Recommendations All staff are expected to create/edit solutions for cases. Staff must create solutions using 12 pt. Calibri font and must use spell-check. Use clear, concise bullet points, when possible. After editing/creating solutions, staff must submit to supervisor for approval. Supervisors must approve within 8.5 business hours. Once approved, staff must enter cases/solutions in Volunteer Systems within 8.5 business hours. If the level of access for staff does not permit entry/edit privileges, staff must submit cases/solutions to customer care for entry. If there is a Council activity and solutions are being created for the activity, include a variety of responses to inquiries in one solution rather than creating individual solutions for different potential inquiries. Step-by-Step Instructions Complete the following steps to create a solution. 1. On the Solutions tab, click New under Recent Solutions (you may have to scroll down a bit to find the New button). CASE MANAGEMENT: SOLUTIONS 348

25 SECTION: SOLUTIONS 2. On the New Solutions page, in Approver field, select User from the dropdown. 3. Click on the Search icon to find the manager/director of the department who owns the business process. If more than one department is the decision maker, managers/directors will consult with each other for approval. CASE MANAGEMENT: SOLUTIONS 349

26 SECTION: SOLUTIONS 4. Enter Solution Title. 5. Complete the Body of the solution (this includes what the solution actually is). Please see the section Naming Conventions for Solution Titles for reference. CASE MANAGEMENT: SOLUTIONS 350

27 SECTION: SOLUTIONS 6. When you re done, click Save. Note that creating the solution does not submit it for approval. You will still need to submit the new solution for approval following Council guidelines. The solution will be visible to other users even in a draft not approved stage. CASE MANAGEMENT: SOLUTIONS 351

28 SECTION: SOLUTIONS ATTACH A SOLUTION TO A CASE Objectives of the Business Process Solutions exist to provide staff with accurate, searchable, up-to-date information to share with parents, volunteers, members, and other customers. Typically, a solution in the system will include facts, scripts, and instructions to use during customer interactions. Solutions may also include links to web and internal processes for responding to a customer inquiry. You can attach multiple solutions to one Case as appropriate based on the questions. Solutions inform the organizational leadership of customer inquiries to help inform decisions and updates. Summary of Recommendations From the Solutions home page, you can search for solutions using keywords, for example, ebiz profile or bronze award. The Search Results shows how many solutions in each category match the search terms. You can search for solutions in specific categories, or among all solutions. Solution Categories include the following: Alumnae Merchandise Service Centers Camp/Outdoor Programs Service Area Support Fund Development Recruitment Marketing/Public Relations Other IMPORTANT Solution Naming Convention: If you are using another Council s approved solution and it is a new solution proposed for your Council Code, follow the same approval process as creating a new solution. Make sure to note origin of solution by Council Code when applicable. Step-by-Step Instructions Complete the following steps to attach a solution to a Case. 1. Search for the solution. In the Solutions section, select your Council Code, then search in any of three ways: From the Case, click View Suggested Solutions to see a list of solutions that the system suggests (using keywords from the Case). CASE MANAGEMENT: SOLUTIONS 352

29 SECTION: SOLUTIONS 2. From the Solutions tab or the Case, enter keywords to search in All Solutions or select another solution category in the dropdown. Then click on Find Solution. Note that the search function will look in the title and body of a solution. 3. From the Solutions tab, simply click on Find Solution to browse all of the solutions that are available. CASE MANAGEMENT: SOLUTIONS 353

30 SECTION: SOLUTIONS 4. When you find a solution that works for your Case, there are two ways to attach it: Click on Select next to the Case in the search results. (Only do this if you re entirely sure that it s the correct solution.) 5. After you ve clicked on a solution title to look at the details, click the Select button up toward the top of the page. CASE MANAGEMENT: SOLUTIONS 354

31 SECTION: SOLUTIONS CASE MANAGEMENT: SOLUTIONS 355

32 SECTION: SOLUTIONS CLOSE A CASE AFTER ATTACHING A SOLUTION Attaching a solution to the Case does not send anything to the customer. The Case owner should use the details in the solution to copy and paste into an as appropriate, complete the instructions included in the solution to resolve the inquiry, or relay the information via phone. If the solution is given verbally, a document of the conversation should include the general information provided in the log a call activity portion of the Case. CASE MANAGEMENT: SOLUTIONS 356