Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Cases/ Getting Started/ Handling Your First Case
Updated on 2024-10-12 GMT+08:00
View PDF
Share

Handling Your First Case

After you quickly complete case configuration and create your first case on the online customer service side, you can handle the case.

  1. Sign in to the AICC as a case handler.

    You need to change the password upon the first sign-in. Set a new password as prompted and sign in again.

  2. Choose Case 2.0 > Case Workbench.
  3. Click the Todo tab and click a case. The case details page is displayed.
  4. You can perform the following operations on a claimed case:

    • : Follow an important or urgent case.
    • : Send an email or SMS notification to urge the case owner to handle a case that is about to expire. The prerequisite is that case reminder notification has been configured. For details, see Configuring Case Reminder Notification.
    • : Upgrade the case level. After the upgrade, an upgrade flag is added to the case title.
    • : Suspend a case that does not need to be handled temporarily.
    • : Transfer the case to change the case owner.
    • : Cancel the case.
    • : Close the case.
    • : Restart the case.
    • Comment: Add comments when you handle the case.
    • Add Attachment: Add supplementary information for the case, for example, fault screenshots provided by the customer. The total size of attachments cannot exceed 5 MB, and the number of attachments cannot exceed 5. JPG, PNG, PDF, JPEG, GIF, DOC, and DOCX attachments are supported.
    • Create on the Case Task tab page: Create a task and trace the handling when the case needs to be handled based on department collaboration.
      Figure 1 Create task page

      Multiple tasks can be created for a case.

    • Associated Case tab page: View associated cases after merging cases. For details about how to merge cases, see Merging Cases.
    • Internal Record tab page: Only the case owner and tenant administrator have the permission to perform operations on this tab page. An internal record can contain a maximum of 20,000 characters. If an image needs to be added, click Add Attachment to upload it.
      Figure 2 Internal Record tab page

Parent topic: Getting Started