How to view and manage a case
Learn how to view a case, assign case reasons, fill in custom case fields, escalate a case, and delete a case.
How to view a case
Click the menu icon on the top left corner of your page. Select Case Management.
Scroll to the bottom of the Case Management page where you can see a table of all cases.
Find the case you want to view.
- You can use the search box to find a particular case.
- You can also use the column headers narrow the search parameters
Click the gear icon on the right of the case.
Click Go to Case.
This opens a pop-up window which contains the case details.
To view the feedback from the case’s survey, click on Feedback Overview on the left of the pop-up window.
How to change the status of a case
View the case using the steps described above to open the case pop-up window. Click on the gear icon -> Go to Case.
Click the Status dropdown box, and change the status as required.
How to assign a reason to a case
What are Case Reasons?
Case Reasons are the failure point of the survey process i.e. what went wrong for the customer to give such feedback.
For example, if a case was triggered after a customer gave a low score due to an unhelpful call centre agent, the Case Reason might be ‘People’. If a case was triggered after a customer was left on hold for a prolonged period, the Case Reason might be ‘Hold time’.
View the case using the steps described above to open the case pop-up window.
Click the Reason dropdown box, and select the reason as required.
Click Save Reason.
How to answer Questions
When a Case Reason is selected, Questions appear below. They are pre-configured and are used to give more information about the case, based on the Case Reason selected.
Click the Save Answers button to save changes.
How to manually escalate a case
View the case using the steps described above to open the case pop-up window.
Click the Escalate this Case button on the right of the pop-up.
Adding notes to a case
You can add notes to a case in the Notes section of the case pop-up window. 
Adding notes to a case does not notify the case's Supervisor or Escalate Manager.
How to delete a case
Find the case you want to delete in the table of cases.
- You can use the search box to find a particular case.
- You can also use the column headers narrow the search parameters
Click the gear icon on the right of the case.
Click Delete Case.
