Raising and Working Cases

Owned by Former user (Deleted)
10-Jul-19

Cases will automatically be created when a customer calls, emails or uses live chat (when their account is recognised) however there may be scenarios where a case needs to be created manually

  1. On a customer account down the right hand side you will see 'Cases' - this will show any open cases a customer has 
  2. Click on the arrow next to 'Cases' and click 'New'
  3. If you are a Customer Service agent, it will default to the Customer Service form, if you are a Wine Advisor, then it will default to the Wine Advisor form, if you have access to both, it will show you this screen - 
  4. Customer Service & Delivery Cases – this is how it will look, CS cases must always have a due date

  5. Wine Advisor Cases - this is how Wine Advisor Cases will look - WA Cases do not require a due date

  6. Fill out the details of the case with all the information you require and click 'Save' - the case will automatically be assigned to you. 
  7. If you need to assign the case to a different queue then select 'Transfer to Queue' 
  8. This will bring up a form to fill in to direct it to a queue - 
  9. Select the queue and enter some comments and click 'Save' - the team working that queue will see it on the due date specified. 
  10. To close a case, select 'Close Case' from the 'Feed' menu - enter some information and enter a closure reason if needed then click 'Save' 
  11. To move a Case forward to a new date or add comments - click 'New Case Comment'
  12. Enter some comments and change the date if needed and click 'Save'