Lab

Configure Case Process 12

620-25m

LAB OBJECTIVES
NGM wants to make some improvements to its customer service. This includes the following:

• Greater visibility for customers into their case SLAs.

• Enabling agents to deal with case cancellations.

• Providing agents with essential and up to date case or account information quickly and
easily.

Lab Dependency: This lab is dependent on the completion of labs 01.01, 03.02, 03.04, and 04.01.

Outcomes:

• Configure a State Flow

• Configure an SLA Definition
• Create a Special Handling Note

A. Configure State Flows

NGM wants the ability to cancel cases created by mistake or cancel cases per a customer’s
request. A case can only be canceled if the state is one of New or Open.

1. As System Administrator, select the Customer Service scope from the Application
Scope Picker if it is not already set.

Tip: We select the Customer Service scope as the process records we must configure, such as
state flows, support the CSM Application functionality.

2. Navigate to State Flows > State Flows.

3. In the State Flows list, click New.

4. Complete the State Flow form as follows:

o Table: Case [sn_customerservice_case]

o Starting state: -- None -- (default value)
o Ending state: Cancelled
o Name: Cancel Case
o Roles: sn_customerservice_agent, sn_customerservice.consumer_agent
o Work notes: Case has been canceled by the agent

5. Scroll down and complete the Manual section as follows:

o Manual condition string: !current.isNewRecord()

o Manual condition: State | is one of | New, Open

6. In Field Controls section, click the lock icon next to the Mandatory fields field.
7. Click the reference icon of the Mandatory fields field.

8. Type additional comments in the Column label column header search box in the
pop-up window and hit Enter.

9. Select the Additional comments dictionary entry record and notice it has been
added to the Mandatory fields.

10. Repeat steps 7 - 9 for the fields Resolution code and Close notes.

11. Click Submit.

B. Configure an SLA Definition
An SLA has been defined, indicating that critical cases for the NGM Calico Box product must be
resolved within 4 hours.

The start time of the SLA must be equal to the creation date and time of the case, even if the
case had a non-critical priority during the earlier stages of its lifecycle. Pausing the SLA only
applies when awaiting information from the customer or the case is resolved. Stopping the SLA
occurs when the case is closed.

Before defining the new SLA, the out-of-the-box one for critical priority cases must be updated
to reflect any product except the NGM Calico Box.

1. Select the Global scope from the Application Scope Picker.

Tip: We select the Global scope as it is the predefined scope of the out-of-the-box Priority 1 SLA
definition that must be modified so it will not interfere with the new NGM Calico Box SLA.

2. Service Level Management > SLA > SLA Definitions

3. Search for and open the Case - Priority 1 resolution (8 hour) SLA Definition record.

4. Update the Start condition tab as follows:

o Start Condition:

Priority | is | 1 - Critical AND

Product | is not | Now Global Media Calico Box v1.71 AND
Product | is not | Now Global Media Calico Box v2.83

5. Click Update.

6. Select the Customer Service scope from the Application Scope Picker.

Tip: The Customer Service scope is used as the remaining process records, such as Case SLAs,
support the CSM Application functionality.
7. In the SLA Definitions list, click New.

8. Complete the SLA Definition form as follows, overwriting the existing values:

o Name: NGM Calico Boxes P1 Resolution (4 hours)

o Target: Resolution
o Table: Case [sn_customerservice_case]
o Duration: 4 hours
o Schedule: 24 x 7
o Timezone source: The SLA definition’s time zone

9. Notice a message appears on top of the form, showing an SLA breach example using
the current configuration.

10. Scroll down and complete the Start condition section as follows:

o Start Condition:

Priority | is | 1 - Critical AND

Product | is | Now Global Media Calico Box v1.71 OR
Product | is | Now Global Media Calico Box v2.83

o Retroactive start: True <checked>

o Retroactive pause: True <checked> (default value)
o Set start to: Created
o When to cancel: Cancel conditions are met (default value)
o Cancel Condition: State | is | Cancelled
 11. Complete the Pause condition section as follows:

o Pause condition: State | is one of | Awaiting Info, Resolved

o When to resume: Pause conditions are not met

12. Complete the Stop condition section as follows:

o Stop condition: State | is | Closed

13. Click Submit.

C. Create a Special Handling Note

IT Operations noticed a cyberattack on Calico’s streaming services and must implement some
changes to prevent and resolve the attack on time. They notify Joan Curtis, the customer
service manager, who immediately warns the agents. This way, they won’t encounter surprises
during a conversation with the customer or while handling their case.

1. Impersonate Joan Curtis.

2. Special Handling Notes > Special Handling Notes

3. In the Special Handling Notes list, click New.

4. Complete the Special Handling Notes form as follows:

o Short Description: NGM Calico Boxes

o Message: IT communicated Calico’s streaming services are undergoing
necessary changes during business hours today and could lead to slower
response times
 o Type: 2 - Conditional
o Display as pop-up alert: True <checked>
o Priority: 1 - Critical
o Effective immediately: True <checked> (default value)
o Expires on: Select this week’s Friday as the date and 11:59:59 PM as the time
(23:59:59 if you are using the 24-hour format)
o Table name: Case
o Conditions:
Product | is | Now Global Media Calico Box v1.71 OR
Product | is | Now Global Media Calico Box v2.83

Tip: The Status will change to 2 - Inactive as soon as the Expires on date is reached.

5. Click Save.

6. End impersonation.
LAB VERIFICATION
Customer service agent John Jason, a member of the B2B Customer Service Support team,
receives a phone call from Jenna Barnes, a contact of Shark Hotels. An issue occurred with
Shark Hotels’ Calico Box, and John decides to create a case.

1. Impersonate John Jason.

2. Customer Service > Cases > Create New

3. Select Product.

4. Complete the Case form as follows:

o Channel: Phone
o Account: Shark Hotels
o Contact: Jenna Barnes
o Product: Now Global Media Calico Box v1.71
o Asset: ZE-562-941 - Now Global Media Calico Box v1.71
o Priority: 2 - High
o Assignment group: B2B Customer Service Support
o Short description: Starting the streaming device or switching channels takes
an unacceptable amount of time

5. Click Save.

As the case form reloads, John is notified with the most recent information about the NGM
Calico Boxes. He reads and acknowledges the note and informs Jenna, who is still on the call.

6. The special handling note NGM Calico Boxes appears. Click Dismiss to acknowledge
you have read it.

7. Click Assign to me.

 8. You are returned to the case list, and a message appears, confirming the case is
assigned to John. Click the case link.

Tip: The case number in your instance may differ from the screenshot.

9. Scroll down on the case form and notice the Special Handling Notes List.

John is not convinced Jenna’s issue is related to the changes being executed by IT. After getting
more information from Jenna and performing a diagnosis, he is sure it is a separate issue.

10. Scroll down to the Notes section.

11. Include Edwin Forman and Jodi Seals in the Work notes list.

12. If the Work notes section is not active, check the Work notes checkbox.

13. Type the following in the Work notes field: Given my findings, the root cause of the
issue does not seem to be related to the changes being executed by IT. Can you
please have a look at this?

14. Click Post, located next to the Work notes checkbox.

Tip: Work notes remain invisible to the customer, and anyone in the work notes list will be
informed via email.
 15. Verify that the activities are updated with the work notes.

Edwin informs John that he can take ownership of the case but will need some time to resolve
the issue. John informs Jenna that his colleague is looking into it and will keep Jenna up to date
on the status of the case. Jenna accepts, and the phone call is stopped.

16. Scroll up the case form and change the Assigned to to Edwin Forman.

17. Click Update.

18. Impersonate Edwin Forman.

19. Click on the case number on the home screen:

Tip: The case number in your instance may differ from the screenshot.

20. Alternatively, navigate to Customer Service > Cases > My Cases and open the case
record created earlier for Jenna Barnes.

21. Dismiss the Special Handling Notes dialog window that appears.

22. Change the Priority to 1 - Critical.

23. Save.

24. Scroll down to the SLAs related list and verify the following:

• The Case - Priority 2 resolution (24 hour) SLA, created when the case had an
original priority of 2 - High, is cancelled.

• The NGM Calico Boxes - P1 Resolution (4 hours) SLA is launched due to the
change of the case priority to 1 - Critical.
 • The Retroactive Start worked as the Actual elapsed time is the same for both
SLAs, meaning the new SLA started to calculate from the original SLA’s creation
date.

Edwin receives a phone call from Jenna Barnes asking him to cancel the case. Another
employee of Shark Hotels was reconfiguring the hotel’s router connected to the streaming
device, causing the issue to appear.

25. Scroll up the case form and complete the Resolution Information section as follows:

o Resolution code: Solved by Customer

o Cause: The customer identified that the issue was caused by an internal and
ongoing configuration of the hotel’s router.
o Resolution notes: As agreed with the customer, this case is canceled. The issue
was caused by an internal Shark Hotels activity at their premises but is resolved
in the meantime.
o Add resolution notes to comments: True <checked>
26. Click Cancel Case.

Tip: If the Add resolution notes to comments were not used, an error message would appear
on top of the form, informing the mandatory Additional comments field is not filled in. This
would be triggered by the Cancel State Flow you created earlier.

27. Customer Service > Cases > All

28. Search for and open the Jenna Barnes’ case Edwin canceled.

29. Notice the changes recorded in the case timeline.

30. Scroll down to the Notes section and notice the Additional comments and Work
notes were updated in the background. The work notes were updated by the Cancel
State Flow record you created earlier.

31. Switch to the Resolution Information section.

32. Notice that the Closed by user and Closed datetime fields were automatically filled
in.
33. Scroll down to the related lists on the case form.

34. Notice that all SLAs are now canceled.

35. Notice the email history. If you do not see three emails, click the Emails filter in the
list to refresh it.

36. End impersonation.

Congratulations! You have completed the Configure Case Process Lab!