Introduction to Cases
Understanding Cubu cases.
Last updated
Understanding Cubu cases.
Last updated
A "case" is a record that encapsulates a customer's issue, storing key details like a unique identifier, customer information, issue description, status, and priority.
It also includes timestamps, communication logs, and resolution details.
Cases streamline customer support processes, ensuring efficient issue resolution and maintaining a comprehensive history of interactions for effective relationship management.
Important facts about cases:
A case is opened by an agent (using the Agent Console), by a customer (using the Portal or Kiosk), or by another program (using the S2S API).
To initiate the case lifecycle, you must use a service that provides all the necessary information to create a new case.
A case is closed after an agent resolves it, and no further work is required.
A case always belongs to an inbox, determined by the Service. However, it may move between inboxes during its lifetime.
A case belongs to a , which is determined by the Service and Service Type selected when the case is created. The service category and service type cannot change during the case's lifecycle.
A case can be in one of the following states:
Planned
When booking an appointment, a case is created to represent the appointment. The case status is Planned until the customer checks in.
Waiting
Indicates the case is waiting in queue and is ready to be served by an agent.
Pending
The case is waiting for something before it can be called. It keeps its place in the queue but may be skipped if agents move on to the next case without the required action.
Active
An agent is serving the case. While active, the agent can update the case fields, add tags, link a customer, etc.
Resolved
This status indicates that a customer service representative has handled the case. You can use this status to implement custom business logic through Automations. You can decide whether to close the case or move it to another inbox for further processing. If there are no automations set up, the case's status will be automatically changed to Closed.
Closed
The status of this case is that no more work is required. This is a terminal status, which means the case has been completed and no further action is necessary.
Cancelled
The case has been cancelled. This is a terminal status.
During its lifetime, the case status can change multiple times until it is closed or canceled.
To capture and organize information in a case, such as issue details and resolution type, enhance the case record by incorporating relevant fields. This involves creating case records with specific fields added to the corresponding Service Category. When initiating a new case through a service, the fields associated with the service category are automatically included.
Cubu offers diverse field types to accommodate various data formats (e.g., text, number, email). Additionally, you can specify a contact phone number and email address, facilitating SMS and email communication with the customer related to the case.
For users leveraging the Customers Table feature in Cubu, it's possible to establish a link between a customer record and the corresponding case. Furthermore, cases can be categorized or labeled through tagging.
