Identify the customer
Start with the contact or client associated with the request. Link the case to that record so colleagues can identify the company and person involved.
Assign the work
Choose the appropriate queue, owner, category and tags. Review unassigned cases regularly so a new request does not remain without a responsible person.
Review response and resolution deadlines
First-response and resolution deadlines measure different parts of the support process. Check at-risk or breached cases and record the action needed. Use internal notes for the investigation and review the full case before changing its status.
Resolve and learn
Record the resolution and use the CSAT link where appropriate to request feedback. Review response time, unresolved work and customer feedback together. This release provides internal Cases; a customer-facing Help Center and portal remain future work.