Service Center Detail View
The Service Center Detail View consists of the following elements:
■ A Toolbar, which allows you to create new cases and templates, edit the status of the specified case, and analyze the specified case (see Using the Service Center Toolbar (Detail View))
■ A Case Details window, which includes fields and drop-down menus that allow you to view and manage details for the specified case (see About the Case Details Window (Detail View))
■ A Case Manager, a customizable workspace where you can schedule and manage activities, notes, tasks, and resources for the specified case (see Using the Case Manager (Detail View))
To switch to the List view, use the chevron button in the top-right portion of the window when the Detail view is activated in the Case Center List View
Using the Service Center Toolbar (Detail View)
The Service Center Detail View toolbar provides the following elements, which allow you to view and manage details for an individual case:
The Service Center workspace tool bar consists of these buttons:
■ New Case /New Template. To open a new case, select New Case from the New Template/New Template drop-down menu.
■ Print. Creates a print preview of the current Case on the Case Details tab (see About the Case Details Window (Detail View)).
■ Refresh. Updates the page information.
■ Delete. Deletes the currently selected Case.
■ Reassign. Click this button to open the Reassign Case dialog box where you can assign a case to a new service representative, or reassign an existing case to a new service representative (see Reassigning a Case).
■ Escalate. Click this button to open the Escalate Case dialog box where you can escalate the specified case priority (see Escalating a Case).
■ Resolve. Click this button to open the Resolve Case dialog box where you can mark a case as Resolved and enter resolution notes for that case (see Resolving a Case).
■ Abandon. Click on this button to mark a specific case Abandoned and enter resolution notes for that case.
■ Templates. Select from drop-down menu:
○ Save as Template. Open the Manage Case Templates dialog with the previous saved template (see Creating a New Template).
○ Manage Templates. Open the Manage Case Templates dialog with predefined values not populated (see Managing Templates).
■ Analyze. Click this button to open the Case Management Analysis dialog box where you can filter performance data by user. You can also export this information to a Microsoft Excel spreadsheet or Microsoft Word (see Creating a Performance Report for a Case).
■ Customize. Click this button to customize the Case Manager settings (see Case Manager Preferences).
