Navigating the solution
Agents work within the Case Management application; a single interface for agents to complete all their tasks related to customer service.
Getting to Case Management
- Log into your ServiceJourney solution
- On the top right, navigate to → ServiceJourney
- On the left, navigate to → Case Management
Case Management menu items
The left menu panel will generally look like in the screenshot below. Administrators can add/remove menu items as needed.
Menu item | Description |
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Home (Dashboards) | All dashboards that an agent has access to. These can be configured for the entire organization or agents can create their own. |
Case Inbox | An inbox for Agents to see all Cases assigned to them or work baskets that they are part of. |
Task Inbox | An inbox for Agents to see all Tasks assigned to them or work baskets that they are part of. |
CRM Search | List of all the actual records in Operational CRM. Ability to search by Name, Entity Type, Party Type, Email, Phone, and Address |
Email Search | List of all the actual Email cases. Ability to search by Email ID, Mail Category, Summary, Milestone, Priority, Owner, and Created Date |
Complaint Cases | List of all the actual Complaint cases. Ability to search by CaseId, Milestone, Priority, SLA Goal, SLA Deadline, Summary, Created Date, Created By, Modified Date, Modified By, Case Owner, Resolved By, Closed By, Source, Dispute Channel, and Account Number |
Request Cases | List of all the actual Request cases. Ability to search by CaseId, Milestone, Priority, SLA Goal, SLA Deadline, Summary, Created Date, Created By, Modified Date, and Modified By |
Enquiry Cases | List of all the actual Enquiry cases. Ability to search by CaseId, Milestone, Priority, SLA Goal, SLA Deadline, Summary, Created Date, Created By, Modified Date, and Modified By |
My Setup → My Dashboards | List of all the available dashboards for the logged-in user. Ability to sort the order, clone, add, and modify a dashboard. |
My Setup → My Profile | Profile page of the logged-in user. Ability to access and search the Cases assigned to the user, Documents, check the Units member of, Permissions, and Session History. |
Admin Tools | A set of pages for administrators and managers to get detailed reports on customer service cases, emails, and other components of the help desk solution.
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Admin Settings | A set of pages for administrators to configure how emails and cases are processed. |