8.2.3
General
General · 21 fields · 21 with a value
- Altnamealtname
- Case Processing & Resolution
- Baserecordtypebaserecordtype
- customrecord_ns_imp_req_module
- Customformcustomform
- Module Form
- Isinactiveisinactive
- No
- Lastmodifiedlastmodified
- 8/2/2018 11:38 am
- Linenumberlinenumber
- 188
- Module descriptioncustrecord_ns_imp_module_description
- Once the case is assigned: <br><ul><li>The Support Rep can respond to the customer by typing in a message and emailing the response and close the case </li><li>The Support Rep can escalate the case to someone else for more information on the issue </li><li>If the customer responds, the case is re-opened and assigned to the original support rep. The case can be escalated, or the Support Rep can respond and close the case again.</li></ul><br>Customers can continue to respond with further questions and continue to work with the same Support Rep. Each time the customer responds, the case is re-opened, and the Support Rep has all of the previous communication on the case record.<br>If a case is created by a Support Rep when a customer calls in, the Support Rep can simply document the customer question and the answer given to the customer. The case can then be closed by the end of the phone call.
- Module processcustrecord_ns_imp_module_process
- 8 Call to Resolution
- Namename
- 8.2.3
- Ownerowner
- Mihir Bhatnagar
- Owneridownerid
- 7
- Parent modulecustrecord_ns_imp_parent_module
- 8.2 Manage Cases
- Recordidrecordid
- 194
- Rectyperectype
- Module
- Rectype 242 1695 maxnkeyrectype_242_1695_maxnkey
- 258
- Scriptidscriptid
- value_54340_t1247005_858
- Submitnext tsubmitnext_t
- customrecordentry
- Submitnext ysubmitnext_y
- 242
- Templatestoredtemplatestored
- No
- Typetype
- custrecordentry
- Versionversion
- 5
System & IDs
System & IDs · 12 fields · 8 with a value · 4 empty
- Customform refidcustomform_refid
- 102
- Entryformquerystringentryformquerystring
- rectype=242&e=T&id=194
- Idid
- 194
- InternalIdInternalId
- 194
- Module process refidcustrecord_ns_imp_module_process_refid
- 8
- Owner refidowner_refid
- 7
- Parent module refidcustrecord_ns_imp_parent_module_refid
- 191
- Rectype refidrectype_refid
- 242
No value 4
- Customwhencecustomwhence
- —
- Externalidexternalid
- —
- Nsbrowserenvnsbrowserenv
- —
- Selectedtabselectedtab
- —
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