Create cases for a business location in the Business Location Service Portal
As a staff member with the location agent role, create and manage cases for your business locations.
Before you begin
Role required: admin, sn_customerservice.svc_location_agent, and sn_customerservice.svc_location_manager
About this task
Staff members with the location agent role can do the following:
- View information for the customers at their location.
- Create cases for an account, consumer, business location, and themselves.
- Register staff members at an external business location.
- Track and update cases created at their location.
Procedure
Navigate to Home > Business Location Support > Support > Create a Customer Case.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Who are you creating this case for? | The record producer used for to create a case for the contributor user. When the contributor user selects an option, depending on the roles assigned to the logged-in user, additional fields related to that customer type are displayed.- Account: The logged-in user with the account contributor role. - Consumer: The logged-in user with the consumer contributor role. - Business Location: The logged-in user with the service organization contributor role. - Myself: The logged-in user with the self-contributor role. |
| Reported By | Auto-populated with the logged-in user. |
| Requesting Business Location | Name of the service organization requesting assistance. |
| Requesting support from Business Location | Name of the service organization from which the Requesting Business Location is asking assistance. |
| Account | Name of the account. |
| Contact | Contact for the account. |
| Consumer | Name of the consumer. Note: This field is active only when the B2B2C plugin is installed. |
| Household | Household that the consumer belongs to. |
| Product | Sold product associated with the case. |
| Install Base | Install base item associated with the case. |
| Priority | The assigned priority:- 1 — Critical - 2 — High - 3 — Moderate - 4 — Low \(default\) |
| Channel | Method by which the customer initiated contact and opened the case.- Web \(default\) - Phone - Email - Chat - Social - Community - Alert - Virtual Agent - In Person |
| Subject | Subject line specifying the case. |
| Description | Brief description of the customer question, issue, or problem. |
- Select Submit.
What to do next
Similarly, you can report cases on behalf of a business location, against sold products deployed at a business location, or installed base items deployed at a business location.
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