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Progressing a case

The tech support specialist assigned to a case can access the case and the follow-up call from their My CRM area. They may have even received an on-screen notification or email regarding the case.

To make the follow-up call and progress the case:

1. Click the My CRM | Cases tab. A list of all cases assigned to the current user is displayed.
2. Click the case Status icon. The Summary page of the case is displayed.
3. Select the Investigating workflow bullet. The Progress Case page is displayed.
4. Add a tracking note, and click Save. The Case Summary page is displayed.

All changes can be viewed from the Case Tracking tab. The tech support specialist can now complete the task set by his colleague to call the customer back. He can confirm the current status and continue working on a resolution.

The Duration column in the Case Tracking tab shows how long the case has spent at each stage in the resolution process. The Duration takes into account the business calendar linked to the SLA. These are defined by the System Administrator.

See Also:

Manually progressing cases

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