Case Management Coursedocshare04.docshare.tips/files/27309/273099529.pdf · 2017. 3. 6. · Epicor...

Epicor ERPCase Management Course10.0.700.2

Disclaimer

This document is for informational purposes only and is subject to change without notice. This document and itscontents, including the viewpoints, dates and functional content expressed herein are believed to be accurate as of itsdate of publication. However, Epicor Software Corporation makes no guarantee, representations or warranties withregard to the enclosed information and specifically disclaims any applicable implied warranties, such as fitness for aparticular purpose, merchantability, satisfactory quality or reasonable skill and care. As each user of Epicor software islikely to be unique in their requirements in the use of such software and their business processes, users of this documentare always advised to discuss the content of this document with their Epicor account manager. All information containedherein is subject to change without notice and changes to this document since printing and other important informationabout the software product are made or published in release notes, and you are urged to obtain the current releasenotes for the software product. We welcome user comments and reserve the right to revise this publication and/ormake improvements or changes to the products or programs described in this publication at any time, without notice.The usage of any Epicor software shall be pursuant to an Epicor end user license agreement and the performance ofany consulting services by Epicor personnel shall be pursuant to Epicor's standard services terms and conditions. Usageof the solution(s) described in this document with other Epicor software or third party products may require the purchaseof licenses for such other products. Where any software is expressed to be compliant with local laws or requirementsin this document, such compliance is not a warranty and is based solely on Epicor's current understanding of such lawsand requirements. All laws and requirements are subject to varying interpretations as well as to change and accordinglyEpicor cannot guarantee that the software will be compliant and up to date with such changes. All statements ofplatform and product compatibility in this document shall be considered individually in relation to the products referredto in the relevant statement, i.e., where any Epicor software is stated to be compatible with one product and alsostated to be compatible with another product, it should not be interpreted that such Epicor software is compatiblewith both of the products running at the same time on the same platform or environment. Additionally platform orproduct compatibility may require the application of Epicor or third-party updates, patches and/or service packs andEpicor has no responsibility for compatibility issues which may be caused by updates, patches and/or service packsreleased by third parties after the date of publication of this document. Epicor® is a registered trademark and/ortrademark of Epicor Software Corporation in the United States, certain other countries and/or the EU. All othertrademarks mentioned are the property of their respective owners. Copyright © Epicor Software Corporation 2014.All rights reserved. No part of this publication may be reproduced in any form without the prior written consent ofEpicor Software Corporation.

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Contents

Case Management Course.....................................................................................................5Before You Begin....................................................................................................................6

Audience.........................................................................................................................................................6

Prerequisites....................................................................................................................................................6

Environment Setup..........................................................................................................................................7

Overview.................................................................................................................................8Application Setup.................................................................................................................11

Company Configuration................................................................................................................................11

User Account Security Maintenance...............................................................................................................12

Workshop - Create a User.......................................................................................................................12

Add and Define a New User............................................................................................................12

Define User Security........................................................................................................................13

Authorize User Access to a Company and Sites................................................................................13

Maintenance Programs..................................................................................................................................14

Role Code Maintenance..........................................................................................................................14

Fields of Interest for Case Management...........................................................................................15

Work Force Maintenance........................................................................................................................15

Work Force......................................................................................................................................16

Fields of Interest for Case Management....................................................................................16

Authorized Users.............................................................................................................................16

Workshop - Create a Work Force ID.................................................................................................16

Setup a Work Force ID..............................................................................................................16

Define Commission Parameters................................................................................................17

Define Authorized Users...........................................................................................................18

Workflow Group....................................................................................................................................18

Workshop - Create a Workflow Group............................................................................................19

Workflow Stage Maintenance.................................................................................................................20

Workshop - Create a Workflow Stage..............................................................................................20

Task Type Maintenance..........................................................................................................................21

Workshop - Create a Task Type.......................................................................................................21

Additional Task Programs................................................................................................................22

Task Maintenance....................................................................................................................22

Task Set Maintenance..............................................................................................................22

Task Status Maintenance..........................................................................................................23

Workshop - Create Tasks..........................................................................................................23

Workshop - Create a Task Set and Milestones..........................................................................25

Reason Code Maintenance.....................................................................................................................27

Workshop - Create a Reason Code..................................................................................................27

Topic Maintenance.................................................................................................................................28

Workshop - Create Case Management Topics..................................................................................28

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ContentsCase Management Course

Create New Topics...................................................................................................................28

Link Each Topic to the Parent Topic..........................................................................................29

Daily Case Management Processing....................................................................................30Inquiries.........................................................................................................................................................30

Create a Case................................................................................................................................................31

Workshop - Create a Case......................................................................................................................31

Change User Login..........................................................................................................................31

Create a New Case..........................................................................................................................32

Assign a Workflow Group to the Case.............................................................................................32

Enter Case Details............................................................................................................................32

Workshop - Link Records to a Case.........................................................................................................33

Generate and Link an RMA to the Case...........................................................................................33

Generate and Link a Sales Order to the Case...................................................................................33

Generate a Job for the Case and Link it to the Order.......................................................................34

Call Log Records............................................................................................................................................35

Workshop - Create a Call Log Entry........................................................................................................35

Complete Tasks.............................................................................................................................................36

Workshop - Complete the Case Tasks.....................................................................................................36

Assign Topics.................................................................................................................................................37

Workshop - Assign Topics to the Case....................................................................................................37

Resolve and Publish the Case.........................................................................................................................37

Workshop - Resolve and Publish the Case...............................................................................................38

Resolve the Case.............................................................................................................................38

Search for the Published Item..........................................................................................................38

Workshop - Locate and Review the Published Entry.................................................................................39

Conclusion.............................................................................................................................40

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Case Management CourseContents

Case Management Course

This course is an overview of the Case Management module, which provides a customer-focused solution neededfor personalized, high-quality service. This comprehensive one-stop solution enables your service team to managecurrent case load and respond quickly to customers for industry leading customer satisfaction.

By using this module, employees are able to manage the whole Case Management process as well as automatemany administrative tasks.

This course begins with a review of the Case Management system configuration and maintenance program setup.The emphasis of this course is directed toward the module's main features.

Hands-on workshops provide students with the opportunity to experience the power of Case Management.

Upon successful completion of this course, you will be able to:

• Configure Case Management module options.

• Use Case Management maintenance programs.

• Create and resolve a Case Management case.

• Update tasks associated with a Case Management case.

• Assign topics to a Case Management case.

• Use Task List and Knowledge Base Inquiry to search and view data related to Case Management cases.

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Case Management CourseCase Management Course

Before You Begin

Read this topic for information you should know in order to successfully complete this course.

Audience

Specific audiences will benefit from this course.

• Sales Manager

• Order Entry Staff

• Customer Service Representative

• Sales Engineer/Pre-Sales

• Account Manager

• Sales Representative

Prerequisites

To complete the workshops in this course, the necessary modules must be licensed and operating in your trainingenvironment. For more information on the modules available, contact your Epicor Customer Account Managerat [email protected]. It is also important you understand the prerequisite knowledge contained in othervaluable courses.

• Navigation Course - This course introduces navigational aspects of the Epicor application's user interface.Designed for a hands-on environment, general navigation principles and techniques available in two userinterface modes - Classic Menu and Modern Shell Menu. Workshops focus on each of these modes andguide you through each navigational principle introduced.

• System Flow Course - This course introduces a basic quote to cash scenario that includes the process fromthe initial customer quote to final cash receipts and payment of supplier invoices. This course emphasizes theseries of processes that make up the quote to cash process by using a simple scenario to highlight varioustransactions. Your organization may have more complex processing routines than those described in thiscourse.

• Recommended Industry Knowledge - Students should be familiar with other sales and service relatedprocesses, such as Quote Entry, Order Entry, Return Material Authorizations (RMA), and Field Service.

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Case Management CourseBefore You Begin

Environment Setup

The environment setup steps and potential workshop constraints must be reviewed in order to successfullycomplete the workshops in this course.

Your Epicor training environment, in which the Epicor demonstration database is found, enables you to experienceEpicor functionality in action but does not affect data in your live, production environment.

The following steps must be taken to successfully complete the workshops in this course.

1. Verify the following or ask your system administrator to verify for you:

• Your Epicor training icon (or web address if you are using Epicor Web Access) points to yourEpicor training environment with the Epicor demonstration database installed. Do not completethe course workshops in your live, production environment.

Note It is recommended that multiple Epicor demonstration databases are installed. ContactSupport or Systems Consulting for billable assistance.

• The Epicor demonstration database is at the same service pack and patch as the Epicorapplication. Epicor's education team updates the Epicor demonstration database for each service packand patch. If your system administrator upgrades your Epicor application to a new service pack or patch,he or she must also download the corresponding Epicor demonstration database from EPICweb > Support> Epicor > Downloads and install it. If this is not performed, unexpected results can occur when completingthe course workshops.

• Your system administrator restored (refreshed) the Epicor demonstration database prior tostarting this course. The Epicor demonstration database comes standard with parts, customers, salesorders, and so on, already defined. If the Epicor demonstration database is shared with multiple users(that is, the database is located on a server and users access the same data, much like your live, productionenvironment) and is not periodically refreshed, unexpected results can occur. For example, if a courseworkshop requires you to ship a sales order that came standard in the Epicor demonstration database,but a different user already completed this workshop and the Epicor demonstration database was notrestored (refreshed), then you will not be able to ship the sales order. Epicor's education team has writtenthe course workshops to minimize situations like this from occurring, but Epicor cannot prevent usersfrom manipulating the data in your installation of the Epicor demonstration database.

2. Log in to the training environment using the credentials manager/manager. If you are logged into yourtraining environment as a different user, from the Options menu, select Change User.

3. From the Main menu, select the company Epicor Education (EPIC06).

4. From the Main menu, select the Main Site.

Important If your Customer Relationship Management (CRM) license is installed and functional, the EpicorApplication displays an alternate Main Menu than the one shown without CRM.

With the CRM license, the Sales Management module is referred to as Customer Relationship Management.Additionally, the functionalities that correspond to the Customer Relationship Management folder arefound under the Sales and Marketing Management folder.

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Before You BeginCase Management Course

Overview

There are several steps involved with creating and completing service calls in Case Management. In addition,these steps can be accomplished in different ways, so many options are available to track information for a servicecall based on specific implementation requirements.

The Case Management module provides flexibility for Customer Service Representatives with regards to creatingand tracking different types of calls for their organization. This section of the course reviews these steps and theCase Management process flow.

This module includes Case Entry equipped with time saving links to customer focused activities (for example,new quotes, orders, service calls, or returned material authorization (RMA) requests).

In addition, a search-driven knowledge base and case driven workflow are available for standardizing caseresolution. You now have easy access to dispatch field activities and enable field service representatives accessto online knowledge bases, existing customer field service calls, warranty information, and service contracts.

Case Management is fully integrated with all customer facing functions such as Contact Management, CustomerManagement, Order Processing, Field Service, and Invoice Processing.

Key Features

• Integration with other applications and modules - Easily generate a quote, sales order, field service order,repair order, job, and RMA from a case, bringing the detail of the case into the new document.

• Case Management - Use maintenance programs to easily access open case load by status, and to assignoutstanding cases.

• Contact Management - Manage and record all customer interactions. Link contacts to related cases for easyreview.

• Case Context - Use case-specific details (part number, order number, service call reference) to facilitatesubsequent inquiries, as well as the ability to generate new transactions.

• Topics - Topics are used to help define and categorize the service calls. Topics can be tied to related sub-topicsup to ten levels deep, to allow for very precise documentation and reporting of cases entered.

• Workflow - The Case Management workflow enables you to manage processes with a user-defined workflowthat is case or issue-specific, ensuring standardization of the process.

• Alerts - Set up user-defined alerts to notify managers or specialized service employees about activities regardingservice cases.

• Online Knowledge Base - Tap into enterprise-wide knowledge documents for fast customer case resolutionand analysis.

• Communication - Manage and document communication between customer service or field service and thecustomer for complete visibility of customer case and resolution.

• Traceability - Link documents and communication events, such as e-mails, to cases and calls.

Case Management Process Flow

Once a case has been entered, Case Management allows for the creation of ancillary quotes, sales orders, orRMAs. Similarly, the case can be linked to a variety of files including quotes, orders, jobs, field service calls, RMAs,and other external documentation or website.

After the case is appropriately linked to existing transactional records and relevant documents, at least one topicis typically associated with the case to identify the subject matter of the present issue. Since the number ofsub-topics within a topic is not limited, classification can be general or specific to a certain part, problem withfunctionality, or customer service issue.

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Case Management CourseOverview

Because cases are assigned a task list, select customer service representatives proceed through the pre-establishedworkflow until a case is resolved. At that time, a resolution is entered and the case can be closed. The resolutioncan then be published to the Knowledge Base to allow subsequent access of the information by other customerservice staff tasked with similar cases.

The following graphic demonstrates the basic transactional flow of the Case Management module.

Business Scenario

Dalton Manufacturing designs and builds satellite dishes for consumer customers of a nationwide satellite provider.When their customers contact Dalton Manufacturing for service, they expect quick response and resolution ofservice issues. To do properly handle these maintenance activities, Dalton has an extensive service departmentthat is responsible for the equipment installation, post-installation maintenance and repair. Prior to the installationof the Epicor application, they have been relying on a combination of manual paperwork and a spreadsheetprogram in an attempt to track these tasks and activities, with highly variable results.

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OverviewCase Management Course

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Case Management CourseOverview

Application Setup

This section reviews the company configuration and maintenance program factors that affect Case Management.

Company Configuration

For most companies, configuration is completed at the time of software implementation, however, most modulesin the Epicor application require additional maintenance program definition. This section reviews importantconfigurations and programs specific to the Case Management module.

Company Configuration

Navigate to the Modules > All Modules sheet to display the sheets that contain options used by most modulesin the application. For example, on the General sheet, specify the default costing method and warehouse forthe company. You can also specify the master chart of accounts for the company.

Menu Path: System Setup > Company/Site Maintenance > Company Maintenance

Important This program is not available in the Epicor Web Access.

Case Management Module

Navigate to the Modules > Sales > Case Management sheet. There are two important settings in the CompanyConfiguration that are specific to implementing the Case Management module:

• Task Set - The default task set used in Case Entry. This field is not required.

• Auto Complete Tasks - When selected, this check box enables the application to automatically mark tasksas complete when a milestone task is marked complete.

Note In order to use the Auto Complete Tasks feature, a task set must first have related tasks establishedfor a specific milestone.

There are situations where this ability is not desired. For example, if you want to leave some related tasksopen after a milestone is marked complete. When the Auto Complete Tasks check box is clear, all tasksmust be manually closed.

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Application SetupCase Management Course

User Account Security Maintenance

Use User Account Security Maintenance to enter basic information, security access, and application privilegesfor users. Anyone who accesses the Epicor application must be set up in this program.

Users must have a defined user ID, name, and password. In this program, you can also define addresses, phonenumbers, and other company information.

Users are commonly created by the Epicor application implementation team. The System Administrator grantssecurity permissions based on the user's role in the company.

Menu Path

Navigate to this program from the Main Menu:

• ICE External > Security > User Security

• System Setup > Security Maintenance > User Account Security Maintenance


Workshop - Create a User

In this workshop, add a new user to the Epicor application to learn the process of setting up a new user.

The objectives of this workshop are to:

• Add and define a new user.

• Setup the security options for the user.

• Setup specific authorization rights to a specific company and site.

Note Setting up a user ID is not a typical task for a salesperson or a sales manager; however, workingwith your own user ID throughout this course helps to better demonstrate the importance of role and workforce assignments.

Add and Define a New User

Navigate to User Maintenance.

Menu Path: System Setup > Security Maintenance > User Account Security Maintenance


1. From the New menu, select New User.

2. In the User ID field, enter XXX (where XXX are your initials).

3. In the Name field, enter your full name.

4. In the Address field, enter your street address.

5. In the City field, enter Sydney.

6. In the Country field, enter Australia.

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Case Management CourseApplication Setup

7. Click Save.

Define User Security

1. Navigate to the Options sheet to view the security maintenance options.

2. Select the Security Manager check box.

Note Normally, a sales person is not set up to have security manager rights; however, manager rightsare required for the purposes of this course.

3. Navigate to the Group sheet.

4. In the Access Groups pane, in the Available column, select Sales.

5. Click the right arrow button to move Sales to the Authorized column.

6. Click Save.

Authorize User Access to a Company and Sites

1. From the New menu, select New Company.

The Company > Detail sheet displays.

2. In the Company field, select Epicor Education.

3. Click the double right arrow button to move all sites from the Available Sites column to the AuthorizedSites column.

4. Navigate to the Detail sheet and clear the Account Disabled check box.

The Account Disabled indicator turns off and the check box title is now Disable Account.

5. Click Save and exit User Account Maintenance.

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Maintenance Programs

This section discusses common maintenance programs specific to Case Management.

In most cases, not all of the fields within the following master files are discussed in this course. For a full descriptionof all available fields, refer to the Application Help.

The following chart demonstrates the maintenance programs commonly required for efficient processing of casesin Case Management.

Role Code Maintenance

Use Role Code Maintenance to set up role codes. Assign role codes to customer service representatives or salesrepresentatives.

Role codes are useful when tracking the type of abilities each representative can have.

Menu Path


• Financial Management > Accounts Receivable > Setup > Role Code

• Production Management > Engineering > Setup > Role Code

• Sales Management > Customer Relationship Management > Setup > Role Code

• Sales Management > Order Management > Setup > Role Code

• Sales Management > Quote Management > Setup > Role Code

• Service Management > Expense Management > Setup > Role Code

• Service Management > Project Management > Setup > Role Code

• Service Management > Time Management > Setup > Role Code

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For CRM users, the Main Menu appears as:

• Customer Relationship Management > Sales and Marketing Management > Setup > Role Code

• Customer Relationship Management > Order Management > Setup > Role Code

• Customer Relationship Management > Quote Management > Setup > Role Code

Fields of Interest for Case Management

• Commissionable - Select this check box to indicate this role receives commissions. Commissions can beaccrued for non-sales type roles. Commissionable roles assigned to quotes are automatically added to thesales order.

• Description - A description of the role code. This description appears on a Work Force member record (forexample, Sales Manager, Vice President, Customer Service).

• Inactive - Select this check box to make a role code inactive. Inactive role codes cannot be assigned tosalespersons.

• Role - A unique ID for the role code.

For a description of all fields, refer to the Application Help.

Work Force Maintenance

Use Work Force Maintenance to establish work force records.

A work force is a group of people involved in the case management or sales management process. You canassociate customers and sales orders with specific work force people. The work force people you enter for eachsales order receive a commission based on the values you enter in Work Force Maintenance.

Tip If the Customer Relationship Management module is installed, you must enter at least one salespersonto later assign to a sales territory.

Menu Path


• Executive Analysis > Business Activity Management > Setup > Work Force

• Financial Management > Accounts Receivable > Setup > Work Force

• Production Management > Engineering > Setup > Work Force

• Sales Management > Case Management > Setup > Work Force

• Sales Management > Customer Relationship Management > Setup > Work Force

• Sales Management > Order Management > Setup > Work Force

• Sales Management > Quote Management > Setup > Work Force

• Service Management > Expense Management > Setup > Work Force

• Service Management > Time Management > Setup > Work Force


• Customer Relationship Management > Case Management > Setup > Work Force

• Customer Relationship Management > Sales and Marketing Management > Setup > Work Force

• Customer Relationship Management > Order Management > Setup > Work Force

• Customer Relationship Management > Quote Management > Setup > Work Force

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Work Force

Use the Work Force > Detail sheet to create and edit the primary information for a work force record.

Work force records define the name, role, title, manager, address, and commissions information for the personassociated with the work force identifier. Each record advises if the work force person can view all sales territories,view the company pipeline, or view both.

Fields of Interest for Case Management

• Send Alert - There is a communication tool available within Epicor ERP called Global Alerts. Select this checkbox to tell the application that this salesperson can receive alerts directly when displayed as the work forcevalue.

• Work Force ID - The code that uniquely identifies the work force person. Use a meaningful ID (up to eightcharacters), such as initials or the first portion of the name. On certain reports or windows where space islimited, you may only see the ID instead of the full description.

Authorized Users

Use the Authorized Users > Detail sheet to establish authorized users for a work force record.

An authorized user for a work force is given permission to view, add, and maintain sales-related records. Managerscan be added as authorized users to approve phases of the workflow process. A co-worker can be authorizedto manage the workflow of other employees while they are on vacation. If more than one person is designatedas an authorized user, one can be chosen as the default authorized user.

Workshop - Create a Work Force ID

Work force IDs must be assigned to the members of the Dalton Manufacturing Customer Service department.The objective of this workshop is to add yourself as a unique work force member. Parts of the Case Managementprocess involve the use of a work force ID. Use your new work force ID in future workshops to help illustrate theprocess.

Setup a Work Force ID

Navigate to Work Force Maintenance.

Menu Path: Sales Management > Case Management > Setup > Work Force

Tip The CRM menu path is: Customer Relationship Management > Case Management > Setup > WorkForce

1. From the New menu, select New Work Force.

2. In the Work Force ID field, enter XXX (where XXX are your initials).

3. In the Name field, enter your full name.

4. In the Role field, select Sales Person.

5. In the Reports To field, select James Bailey.

6. In the Title field, enter Senior Sales Rep.

7. Select the Send Alert check box.

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Define Commission Parameters

1. In the Percent field, enter 5.

2. In the Commissions pane, select the Payment radio button.

This indicates you earn commissions for a sales order only after it is paid.

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Define Authorized Users

1. Navigate to the Authorized Users > Detail sheet.

2. From the New menu, select New Authorized User.

3. In the Authorized User field, select your name.

The Default check box automatically defaults as selected.

4. Click Save.

5. Repeat steps 2 through 4 to add James Bailey as another authorized user.

James Bailey is not automatically selected as the default authorized user.

6. Exit Work Force Maintenance.

Workflow Group

Use Workflow Group Maintenance to set up workflow groups. Assign and use workflow groups in CaseManagement to establish a series of tasks necessary to perform which are relative to the record being enteredor updated in Case Entry.

A workflow group is a team or collection of representatives that perform similar functions. There may be manygroups within a company that handle different types of calls and perform activities in other service applications.Within Case Management, workflow groups may consist of customer service, technical support, or call analysts.

A workflow group defines the type of workflow, a default task set to use for the workflow, and the group ofmembers associated with the workflow. The following lists examples of workflow groups:

• Quality Assurance

• Warranty Repair

• Collections Department

Note Workflow groups are also used and assigned in the Engineering Workbench. For more informationon this workbench, refer to the Application Help.

Menu Path


• Executive Analysis > Business Activity Management > Setup > Workflow Group

• Production Management > Engineering > Setup > Workflow Group

• Sales Management > Case Management > Setup > Workflow Group

• Service Management > Expense Management > Setup > Workflow Group

• Service Management > Time Management > Setup > Workflow Group


• Customer Relationship Management > Case Management > Setup > Workflow Group

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Workshop - Create a Workflow Group

Dalton Manufacturing has a three person Customer Service department, and needs to create group memberrecords for these employees and add them to a workflow group in the Epicor application.

In this workshop, create a Case Management workflow group called Customer Service, and add several membersto this group. The workflow group in this workshop consists of three people, each with different roles in theorganization. The number of members in a group may vary with each company, depending on the structure ofits service organization.

Navigate to Workflow Group Maintenance.

Menu Path: Sales Management > Case Management > Setup > Workflow Group

Tip The CRM menu path is: Customer Relationship Management > Case Management > Setup > WorkflowGroup

1. In the Workflow Type field, select Case Management.

2. From the New menu, select New Workflow Group.

3. In the Workflow Group field, enter XXXCSV (where XXX are your initials).

4. In the Description field, enter XXX Customer Service (where XXX are your initials).

5. Leave the Default Task Set field blank.

We do not select a task set in this workshop since we have not created it yet. Normally, you would select atask set for each workflow group.

6. Click Save.

7. From the New menu, select New Group Member.

The Group Member > Detail sheet displays.

8. In the Member field, select your name.

9. In the Role field, verify Sales Person displays.

10. Click Save.

11. Repeat steps 7 through 10 to add Kenny Johnson (Engineering Process) and Nancy Johnson (AccountsReceivable Dept.).

12. Exit Workflow Group Maintenance.

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Workflow Stage Maintenance

Use Workflow Stage Maintenance to establish workflow stages used to identify the current stage of a taskset milestone.

Workflow stages define the status of a case at a given time for a particular workflow type. When task sets aredefined, each milestone task is assigned a current stage, Workflow Stage. You can use that stage as criteria forsearching the case database, as well as for reporting purposes.

Note A case can have one of two stages associated with it: In Process or Complete. After you establishworkflow stages, define tasks and task sets.

Menu Path


• Executive Analysis > Business Activity Management > Setup > Workflow Stage

• Production Management > Engineering > Setup > Workflow Stage

• Sales Management > Case Management > Setup > Workflow Stage


• Customer Relationship Management > Case Management > Setup > Workflow Stage

Workshop - Create a Workflow Stage

Dalton Manufacturing wishes to closely monitor the status of cases in particular workflow stages. In this workshop,create workflow stages that can be used to define the status of cases for workflow types.

Navigate to Workflow Stage Maintenance.

Menu Path: Sales Management > Case Management > Setup > Workflow Stage

Tip The CRM menu path is: Customer Relationship Management > Case Management > Setup > WorkflowStage


The Clear Confirmation window displays.

2. To the Clear Confirmation message, click Yes.

3. Click New.

4. In the Stage field, enter XXOP (where XX are your initials).

5. In the Description field, enter XX-Open (where XX are your initials) and click Save.

6. Click New.

7. In the Stage ID field, enter XXCL (where XX are your initials).

8. In the Description field, enter XX-Closed (where XX are your initials).

9. Click Save.

10. Exit Workflow Stage Maintenance.

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Task Type Maintenance

Use Task Type Maintenance to enter information about Task Types. This program classifies tasks by the typeof function that each serves. Task types are also used to sort tasks in Task List.

Task types are used in Production Management, Expense Management, Time Management, and CustomerRelationship Management (CRM). For example, in the CRM module Task Types can refer to the department orgroup responsible for a particular task (for example, Customer Service or Inspection). Task types can be set upto describe the kind of activity that takes place within a task itself (for example, enter time, a call, or a meeting.

Menu Path


• Production Management > Engineering > Setup > Task Type

• Sales Management > Customer Relationship Management > Setup > Task Type

• Service Management > Expense Management > Setup > Task Type

• Service Management > Time Management > Setup > Task Type


• Customer Relationship Management > Sales and Marketing Management > Setup > Task Type

Workshop - Create a Task Type

Dalton Manufacturing wants to do comprehensive tracking of tasks performed by their Customer Service team.In this workshop, create a new task type to which you will later assign a task. This task type represents the kindof activity that takes place in the tasks you assign it.

Navigate to Task Type Maintenance.

Menu Path: Sales Management > Customer Relationship Management > Setup > Task Type

Tip The CRM menu path is: Customer Relationship Management > Sales and Marketing Management >Setup > Task Type

1. Click New.

2. In the Code field, enter XXXINT (where XXX are your initials).

3. In the Description field, enter XXX-Internal Task (where XXX are your initials).

4. Click Save.

5. Exit Task Type Maintenance.

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Additional Task Programs

Tasks define procedures or steps that must be completed to resolve a case. The following section focuses ontasks and the maintenance programs used to define tasks in the Case Management module.

Task Maintenance

Use Task Maintenance to set up tasks you can use in Case Management and Customer RelationshipManagement (CRM) modules.

This program establishes default information for tasks to be pulled into leads, opportunities, and quotes. TaskMaintenance can also be used to institute a procedure to follow in regards to current and potential customers.

Menu Path


• Executive Analysis > Business Activity Management > Setup > Task

• Production Management > Engineering > Setup > Task

• Sales Management > Case Management > Setup > Task

• Sales Management > Customer Relationship Management > Setup > Task

• Service Management > Expense Management > Setup > Task

• Service Management > Time Management > Setup > Task


• Customer Relationship Management > Case Management > Setup > Task

• Customer Relationship Management > Sales and Marketing Management > Setup > Task

Task Set Maintenance

Use Task Set Maintenance to create task sets for the work force staff to follow. This program allows you toestablish a uniform procedure of following through on tasks.

Defining the Customer Relationship Management (CRM) workflow is a key part of winning business for yourcompany. Multiple work flow task sets can be set up to match a current opportunity with a proven business flow.Task sets can either guide or control the process within your sales environment. Tasks can be as simple as a ToDo list of guidelines or as complex as a rigid series of mandatory tasks that require electronic signatures at keymilestones. You decide how this workflow tool can be best leveraged for your sales process.

A task set defines a series of tasks that are followed through for completion. Task Set Maintenance organizestasks in sequential order by allowing the designation of certain task milestones and current workflow stage (orstatus).

Task Set Maintenance also allows definition of the number of days it takes to complete the task. These days arecalculated into scheduled completion dates which display in Case Entry and Task List.

Example Create a series of tasks to document the steps needed to resolve a material return request froma customer. The first task is Document Problem and Issue RMA and has the In Process stage associated toit. The next task is Receive and Inspect Material and also has a stage of In Process. The final task is ContactCustomer and it has the Complete stage associated to it.

The following lists other examples of Case Management task sets:

• Complaints

• Billing Issues

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• Miscellaneous Shipments

Menu Path


• Executive Analysis > Business Activity Management > Setup > Task Set

• Production Management > Engineering > Setup > Task Set

• Sales Management > Case Management > Setup > Task Set

• Sales Management > Customer Relationship Management > Setup > Task Set

• Service Management > Expense Management > Setup > Task Set

• Service Management > Time Management > Setup > Task Set


• Customer Relationship Management > Case Management > Setup > Task Set

• Customer Relationship Management > Sales and Marketing Management > Setup > Task Set

Task Status Maintenance

Use Task Status Maintenance to set up task statuses for Customer Relationship Management (CRM).

Task statuses are valuable when you want to establish a procedure to measure completeness of tasks for customersand potential customers.

Task Status Maintenance allows users to define statuses that can be attached to tasks on a case. Once you createindividual tasks and task sets, assign them cases in Case Entry.

The following lists examples of task statuses:

• On Hold

• Pending Approval

• Waiting for Fax

• Left Message

These statuses relate to the status of an individual task on a case, not the status of the case itself. Task statusesare not required.

Menu Path


• Sales Management > Customer Relationship Management > Setup > Task Status


• Customer Relationship Management > Sales and Marketing Management > Setup > Task Status

Workshop - Create Tasks

Dalton Manufacturing wants to do comprehensive tracking of tasks performed by their Customer Service team,including handling of defective material returns from their customers. In this workshop, create three tasks todefine a simple procedure for handling customer calls to return defective material. Assign one task to the tasktype record created in the Workshop - Create a Task Type.

Navigate to Task Maintenance.

Menu Path: Sales Management > Case Management > Setup > Task

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Tip The CRM menu path is: Customer Relationship Management > Case Management > Setup > Task

Note For the purpose of this course, and in order to complete the tasks assigned, the following tasks areassigned the Sales Person role code.

1. Click New.

2. Enter the following information:

DataField

XXX-10 (where XXX are your initials)Task ID

XXX-Enter a New Case (where XXX are your initials)Description

50Priority

CallTask Type

Sales PersonRole Code

SelectMandatory check box

3. Click Save.

4. Click New.


DataField


XXX-Issue the RMA (where XXX are your initials)Description

50Priority

XXX-Internal Task (where XXX are your initials)Task Type


6. Click Save.

7. Click New.


DataField


XXX-Follow up with Customer (where XXX are your initials)Description

50Priority

CallTask Type


SelectSend Alert Complete check box

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9. Click Save and exit Task Maintenance.

Workshop - Create a Task Set and Milestones

Dalton Manufacturing wants to define a task set for handling of defective material returns from their customers.In this workshop, create a task set and milestones that demonstrate the defective material return procedure.

Create a Task Set

Navigate to Task Set Maintenance.

Menu Path: Sales Management > Case Management > Setup > Task Set

Tip The CRM menu path is: Customer Relationship Management > Case Management > Setup > TaskSet

1. From the New menu, select New Task Set.

2. In the Set ID field, enter XXX-CR (where XXX are your initials).

3. In the Description field, enter XXX-Customer Returns (where XXX are your initials).


5. Click Save.

Create Milestones

1. From the New menu, select New Milestone.


DataField

10Seq

XXX-Enter a New Case (where XXX are your initials)Task

XXX-Open (where XXX are your initials)Current Stage

SelectFirst Milestone check box

The Required Role field defaults as Sales Person.

3. Click Save.



DataField

20Sequence

XXX-Issue the RMA (where XXX are your initials)Task

XXX-Open (where XXX are your initials)Current Stage

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DataField

3Days to Complete


6. Click Save.



DataField

30Sequence

XXX-Follow up with Customer (where XXX are your initials)Task

XXX-Closed (where XXX are your initials)Current Stage

1Days to Complete


9. Click Save.

Link the Milestones to the Task Set

The milestones must be linked to the task set so that each milestone (task) identifies the next milestone (nexttask) that defaults when each task is complete.

1. In the tree view of the task set, select Task Set > XXX-Customer Returns > Milestones > XXX-Enter aNew Case (where XXX are your initials).

2. From the New menu, select New Next Milestone.

The Milestones > Next Milestones > Detail sheet displays.

3. In the Next Milestone field, select XXX-Issue the RMA (where XXX are your initials).

4. Select the Default check box.

5. Click Save.

6. In the tree view of the task set, select Task Set > XXX-Customer Returns > Milestones > XXX-Issue theRMA (where XXX are your initials).

The Milestones > Detail sheet displays.

7. From the New menu, select New Next Milestone.

The Milestones > Next Milestones > Detail sheet displays.

8. In the Next Milestone field, select XXX-Follow up with Customer (where XXX are your initials).

9. Click Save.

10. Exit Task Set Maintenance.

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Reason Code Maintenance

Use Reason Code Maintenance to assign standard explanations for Customer Relationship Management (CRM)events, labor scrap and rework, inventory adjustments, and Return Material Authorization (RMA) entries.

To use reason codes, select the appropriate options in the Company Configuration. Next, set up the codes inthis program, and finally, select the reason codes in one of the following programs:

• Count Discrepancy Reason Code Entry

• Labor Entry

• Inventory Adjustment Entry

• RMA Processing

• RMA Dispositions

• Opportunity/Quote Entry

• Quantity Adjustment

When a reason code is used in the Case Management module, select the Reason Type of Case Management.The Adjustment Account field is used when General Ledger (GL) accounts are impacted by specific transactionsin the application. Because Case Management has no financial ties to the GL, no account is required. The checkboxes you select in this program indicate which types of transactions can use this specific reason code.

Menu Path


• Financial Management > Deferred Revenue Accounting > Setup > Reason Code

• Material Management > Inventory Management > Setup > Reason Code

• Production Management > Job Management > Setup > Reason Code

• Production Management > Quality Assurance > Setup > Reason Code

• Sales Management > Customer Relationship Management > Setup > Reason Code

• Service Management > Field Service > Setup > Reason Code


• Customer Relationship Management > Sales and Marketing Management > Setup > Reason Code

Workshop - Create a Reason Code

In this workshop, create a reason code for Case Management.

Navigate to Reason Code Maintenance.

Menu Path: Sales Management > Customer Relationship Management > Setup > Reason Code

Tip The CRM menu path is: Customer Relationship Management > Sales and Marketing Management >Setup > Reason Code

1. In the Reason Type field, select Case Management.

2. From the New menu, select New Reason Code.

3. In the Reason Code field, enter XXXCT and XXX-Completed Task (where XXX are your initials).

The reason code identifier cannot exceed five characters.

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Note Accept all other defaults.

4. Click Save and exit Reason Code Maintenance.

Topic Maintenance

Use Topic Maintenance to define topics for customer cases in Case Entry, Maintenance Request Entry, and JobEntry. Topics establish the scope of contact with a customer for future analysis. For example, if transportationissues repeatedly arise with a customer, you can enter Transportation as a topic.

Topic Maintenance supports ten levels of sub-topics for each topic. As a result, you can further subdivide thescope of contact with a customer. For example, Transportation could have Automobile and Airplane as a sub-topic,and Automobile could have Delivery and Vehicle Debris as sub-topics.

Although topics are not required, they help provide historical information for evaluation purposes as well asassisting the service representatives in troubleshooting the case. Based on business requirements, you can decideto only use one or two topics on service calls.

Menu Path


• Sales Management > Case Management > Setup > Topic

• Service Management > Maintenance Management > Setup > Topic


• Customer Relationship Management > Case Management > Setup > Topic

Workshop - Create Case Management Topics

To support comprehensive tracking of Customer Service department activities, Dalton Manufacturing wishes todefine topics for customer cases entered into Case Entry, Maintenance Request Entry, and Job Entry. Topicsestablish the scope of contact with a customer for future analysis. In this workshop, create topics to use in CaseEntry.

Create New Topics

Navigate to Topic Maintenance.

Menu Path: Sales Management > Case Management > Setup > Topic

Tip The CRM menu path is: Customer Relationship Management > Case Management > Setup > Topic

1. From the New menu, select New Case Topic.

2. In the Topic ID field, enter XXX-SAT (where XXX are your initials).

3. In the Description field, enter XXX-Satellite Dish (where XXX are your initials).

4. Select the Top Level check box.

5. Select the Case check box.

6. Click Save.

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7. Repeat steps 1 through 4 to create more topics, entering the following information.

Top LevelDescriptionTopic ID

ClearXXX-Broken ConverterXXX-S10

ClearXXX-Support Arm BrokenXXX-S20

ClearXXX-Mounting Foot WrongXXX-S30

ClearXXX-Bent MastXXX-S40

ClearXXX-Missing HardwareXXX-S50

ClearXXX-No SignalXXX-S60

Link Each Topic to the Parent Topic

1. In the tree view, select the XXX-Broken Converter topic (where XXX are your initials).

2. Navigate to the Parent Topics > Detail sheet.

3. From the New menu, select New Case Topic Parent.

4. In the Parent Topic field, select XXX-Satellite Dish (where XXX are your initials).

5. Click Save.

6. Repeat steps 1 through 5 as a guide for each of the remaining sub-topics created in the previous task (CreateNew Topics).

The remaining sub-topics include:

• XXX-Support Arm Broken

• XXX-Mounting Foot Wrong

• XXX-Bent Mast

• XXX-Missing Hardware

• XXX-No Signal

XXX-Satellite Dish (where XXX are your initials) is now the parent topic to all six sub-topics.

7. Exit Topic Maintenance.

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Daily Case Management Processing

This section of the course reviews the case processing that occur throughout a day. This section describes whathappens when a service call is received from a customer. This process includes recording the customer's name,contact information, and other pertinent information regarding the call, recording the workflow group and taskset, and assigning an owner to the case.

Create a Case

Use case specific details, for example, part number, order number, service call reference, or warranty reference,to inquire on and link directly to related information, optionally generating new transactions.

Call Logs

Use Call Log to enter Customer Relationship Management calls. Use this program to review and edit contact list,the primary contact information, and the information associated with the CRM call.

Resolve a Case

The resolution can optionally be pushed to the Knowledge Base. Use Knowledge Base Inquiry to search for casesentered into the Knowledge Base. This program is useful when locating information about an existing case.

Inquiries

There are two inquiry programs that complement the Case Management module. These programs provide criticalinformation to the people responsible for entering and resolving cases.

Task List

Use Task List to manage tasks you are assigned. This program, along with Opportunity/Quote Entry, is usedfor updating the status of tasks as the tasks are completed.

Task List provides a tree view of tasks that are assigned to each workforce member. This program groups opentasks by service representatives into due date buckets (including what is overdue, due today, this week, nextweek), and provides easy access and maintenance to update the status of the tasks.

Search for or enter a workforce member ID and expand the tree structure to display the open tasks for thatperson. As each task is selected in the tree, the task detail displays and can be updated. As open tasks arecompleted, they will automatically be removed from the task list display.

Menu Path: Sales Management > Case Management > General Operations > Task List

Tip The CRM menu path is: Customer Relationship Management > Case Management > General Operations> Task List

Knowledge Base Inquiry

Use Knowledge Base Search to search for cases that have been entered into the Knowledge Base. This programis useful to find information about a case that has been entered.

Entries in the Knowledge Base can be searched by keywords, text and topics allowing for easy access to theinformation in this database.

The Knowledge Base provides an online tool for service reps to search for documented issues, providing easieranalysis of customer issues and quicker resolution time.

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Case Management CourseDaily Case Management Processing

Menu Path: Sales Management > Case Management > General Operations > Knowledge Base Inquiry

Tip The CRM menu path is: Customer Relationship Management > Case Management > General Operations> Knowledge Base Inquiry

Create a Case

This section describes creating a case after a customer call is received. The primary program used to create a caseis Case Entry.

Once you initiate a case, it may need to generate additional records to assist in the resolution of the service call.When you generate a new record in Case Entry, whether it is a sales order, a field service call, a job, or a ReturnedMaterial Authorization (RMA), it automatically links to the case and displays on the corresponding Links sheet.

Once you create a link, the related records can easily be accessed by double-clicking the record ID on the Linkssheet.

Example For a defective material claim, it may be necessary to generate an RMA and perhaps a new salesorder to replace the damaged goods. Not only are you able to quickly create a record, but can easily accessand update the record from the linked case.

Each record you generate in Case Entry has an associated case number identified on the header of therecord. When an RMA is created, the case number is updated on the RMA header and the RMA numberis listed on the case.

Workshop - Create a Case

A Customer Service Rep at Dalton Manufacturing receives a call from the customer, Addison, INC. The callerstates that the Satellite Dish they received has no reception. The satellite dish carries a serial number whichAddison is able to provide. They would like a replacement satellite dish or a correction made as soon as possible.

Important If you are completing this workshop in a networked environment, note that in a real-worldscenario multiple case entries with the same details would not be entered for the same serializedpart/order/shipment. In truth, if the same serialized part is returned more than once (for example, therepaired part needs additional repairs), the details of the second case entry would differ. If multiple peopleare completing this workshop on the same database, for the purpose of this course, everyone can use thesame example details that are outlined in this workshop.

Change User Login

To complete the rest of the course workshops, you must login to the Epicor application with the user ID youcreated in the Workshop - Create a User.

1. From the Options menu, select Change User.

2. In the User name field, enter XXX (where XXX are your initials).

3. Leave the Password field blank and click OK.

You are prompted to optionally enter a new password for your user ID.

4. To the Password Expired message, click No.

You are now logged in with your user ID.

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Daily Case Management ProcessingCase Management Course

5. In the Main menu, select Main Site.

Create a New Case

Navigate to Case Entry.

Menu Path: Sales Management > Case Management > General Operations > Case Entry

Tip The CRM menu path is: Customer Relationship Management > Case Management > General Operations> Case Entry

1. From the New menu, select New Case Management.

2. Verify the Case sheet displays.

3. In the second part of the Case Number field, enter XXX-Satellite Dish - No Reception (where XXX areyour initials).

4. In the Owner field, verify your name displays.

Assign a Workflow Group to the Case

1. In the Task Set field, select XXX-Customer Returns (where XXX are your initials).

2. In the Workflow Group field, search for and select XXXCSV (where XXX are your initials).

3. In the Full Description field, enter the following information:

Customer received a satellite dish (DSS-1000). The part carries the serial number, DSS-1000000001.Most likely the dish needs a new converter. The customer is returning the dish to be repaired orreplaced.

4. Click Save and record the case number _____________.

The case number is assigned and displays when the record is saved.

Enter Case Details

The part the customer is returning is serial tracked. When you enter the serial number in the Serial Number field,other related data populates the other fields.

1. Navigate to the Case > Contacts sheet.

2. In the Sold To Customer field, enter Addison and press Tab.

The Confirmation window displays.

3. To the question Do you want defaults?, click Yes.

4. Navigate to the Case > Related To sheet.

5. In the Part field, enter DSS-1000 and press Tab.


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7. In the Serial Number field, enter DSS-1000000001 and press Tab.



The related sales order, packing slip/line, and quantity fields automatically populate.

9. Click Save.

10. Remain in Case Entry for the next workshop.

Workshop - Link Records to a Case

In this workshop, link the case created in the Workshop - Create a Case to an associated RMA and a salesorder. The RMA is necessary to authorize return of the part. A new sales order is necessary to replace the returnedpart.

Generate and Link an RMA to the Case

1. From the Actions menu, select Create RMA > Create RMA (Header and Line).

The Create New RMA window displays.

2. In the Create New RMA window, in the Reason field, select Damaged in Shipment.

3. Click OK.

Return Material Authorization (RMA) automatically displays. An RMA is created with line details thatreference the order number and the quantity selected on the case detail.

4. Review the RMA detail.

5. Exit Return Material Authorization and return to Case Entry.

The Links > RMAs sheet lists the RMA number assigned to this customer for the service call entered.

If necessary, you can return to Return Material Authorization by double-clicking the RMA number thatdisplays on the Links > RMAs sheet.

Generate and Link a Sales Order to the Case

1. From the Actions menu, select Create Order > Create Order (Header and Line).

Sales Order Entry automatically displays. A sales order is created with the correct line quantity.

2. In the Need By field, enter the date two weeks from today.

3. In the Ship By field, enter the date two days before the Need By date.

4. Click Save.

An information window displays and advises you that you have changed the values of some fields.

5. To the question, Do you want to refresh the lines and releases with the changes?, click Yes.

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6. Review the sales order and record the sales order number ________________.

7. Exit Sales Order Entry and return to Case Entry.

The Links > Orders sheet now lists the sales order number assigned to this customer for the service callentered.

If necessary, you can return to Sales Order Entry by double-clicking the sales order number that displays onthe Links > Orders sheet.

Generate a Job for the Case and Link it to the Order

You need a job to build the replacement part because the DSS-1000 Satellite Dish is a make-to-order (non-stock)part.

1. From the Actions menu, select Create Job.

Job Entry automatically displays.

2. In the Req By field, select the same date as the sales order Ship Date.

3. From the New menu, select New Demand Link > Make To Order.

At the bottom of the Job sheet, the Make to Order > Detail sheet displays.

4. In the Order/Line/Rel field, search for and select the sales order number created in the Workshop -Generate and Link a Sales Order to the Case.

5. In the Production Qty field, verify 1 defaults.

6. In the Job sheet, select the Released check box.

Both the Released and Engineered indicators display.

7. From the Actions menu, select Schedule > Job Scheduling.

The Schedule Job XXXX (where XXXX is your job number) window displays.

8. Accept the default scheduling information and click Ok.

9. Click Save.

10. Record the job number for the next workshop ______________.

11. Exit Job Entry and remain in Case Entry for the next workshop.

The Links > Jobs sheet now lists the Job number assigned to this customer for the service call entered.

If necessary, you can return to Job Entry by double-clicking the Job number that displays on the Links >Jobs sheet.

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Call Log Records

Use the Call Log to record and update information about customer calls.

Access and update the Call Log from the Actions menu in Case Entry. For Case Management, the Call Logcontains both a short description and a long description field for documentation as well as a call type. Once yousave a call log, it automatically stamps the entry with your user ID, the creation date and time, and the salesperson.The Call Log is an optional feature.

Note Establish user-defined call types for organizing call log entries in Call Type Maintenance.

Workshop - Create a Call Log Entry

Whenever Dalton Manufacturing handles a customer return of defective equipment, they wish to collect as muchinformation as possible in each situation. In this workshop, create a Call Log entry and record information thatconcerns the case.

1. From the Actions menu, select Call Log.

The Call Log window displays.

2. From the New menu, select New Call.

3. In the Description field, enter XXX-Satellite Dish - No Reception (where XXX are your initials).

4. In the Text field, enter the following:

Customer received a satellite dish (DSS-1000). The part carries the serial number, DSS-1000000001.Most likely the dish needs a new converter. The customer is returning the dish to be repaired orreplaced.

5. In the Call Type field, select Call - Customer Complaint.

6. In the Owner field, verify your name displays.

7. On the Detail > Contacts sheet, in the Customer field, verify ADDISON displays.

8. Click Save and exit the Call Log window.

9. From the Actions menu, select Call Log.

The Call Log window displays with the details of your last call log entry.

10. Review the entry.

11. Close the Call Log window and remain in Case Entry for the next workshop.

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Complete Tasks

This section focuses on completing tasks that relate to a case and updating the status of the tasks.

Associated with each case is a pre-defined task list that provides consistency in the procedures and steps takenfor different types of service calls. In addition, you can assign tasks to other employees within the organizationwhen necessary.

It is possible to add new tasks to a task list on-the-fly, and assign them to specific customer service representativesfor completion. Using the Actions > Tasks > New Task option, representatives can manually add new tasks(that are already defined in Task Maintenance) to the task list.

For example, if it is necessary to issue a credit to a customer for returned material, add a new task to issue thatcredit. This task can then be assigned to the Accounts Receivable group or the Credit Manager.

Workshop - Complete the Case Tasks

To move forward with the case you are working on, certain tasks must be updated and marked as complete.

1. Navigate to the Task > Task Maintenance sheet.

Details from the first task populate the fields.

2. Select the Complete check box.

3. In the Reason field, select the reason code XXX-Completed Task (where XXX are your initials).

4. In the % Complete field, enter 100.

5. Click the Update button.

6. Navigate to the Task > Task Tree sheet.

The first task is now marked as complete.

7. Select the next task.

8. Repeat steps 1 through 7 as a guide to complete the remaining two tasks.

9. Click Save.

10. Remain in Case Entry for the next workshop.

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Assign Topics

This section discusses the process of assigning topics to a case.

Once you define topics in Topic Maintenance, you can assign them to cases for analysis and reporting. Topicsare available at each topic level based on the hierarchy defined on the topics.

Workshop - Assign Topics to the Case

In order to define and categorize the service call that was taken, assign Case Management topics to the case youare working on.

1. Navigate to the Topics sheet.

2. In the Topic 1 field, select XXX-Satellite Dish (where XXX are your initials).

3. In the Topic 2 field, select XXX-No Signal (where XXX are your initials).

4. Click Save and remain in Case Entry for the next workshop.

Resolve and Publish the Case

This section discusses the actions required to resolve a case.

Once you resolve the issue reported on a case, it is helpful to document the resolution and optionally publish itto the Knowledge Base. Customer service representatives (CSRs) can determine if the resolution of a case canpotentially provide beneficial information to other CSRs who may encounter a similar issue in the future.

The resolution can optionally be marked as a Knowledge Database Entry, which adds the documentation toa pool of information that can be searched by keywords, text, or topics. Knowledge Base Inquiry is used tolocate and review previously stored Knowledge Base records.

The following describes the two fields (areas) where you can store resolution information on a case:

• Resolution Text - This field allows CSRs to document all facts that relate to how the case was resolved.Information entered in this field is considered an internal memo.

• Published Text - This field allows CSRs to filter the resolution information that can be relayed to customers.Information entered in this field is considered an internal and external memo.

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Workshop - Resolve and Publish the Case

Once customer cases have been resolved, Dalton Manufacturing wishes to post each resolution to their KnowledgeBase to make them available for further use in service case resolution.

In this workshop, after assuring that a new satellite dish is or will be sent out to the customer, you will enter aresolution to your case and publish it to the Knowledge Base.

Resolve the Case

1. Navigate to the Resolution sheet.

2. In the Resolution Text field, enter the following information:

Customer was originally shipped a defective dish, which resulted in no reception. An RMA wasissued and the customer will return the dish (DSS-1000) which will be replaced.

3. Select the Knowledge Database Entry check box.

4. Select the Published Item check box.

5. In the Published Summary field, enter XXX-Defective Dish - No Reception (where XXX are your initials).

6. Click the Copy Resolution button.

The entry you made in the Resolution Text field now also populates the Published Text field.

7. Click Save.

Search for the Published Item

1. Navigate to the Selection > Criterion sheet.

2. In the Text Keywords field, enter Satellite.

3. Navigate to the Selection > Criterion People sheet.

4. In the Customer field, enter Addison and press Tab.

5. Navigate to the Selection > Criterion sheet.

6. Click the Search button.

The Selection > List sheet displays.

7. Verify the case numbers connected to Addison that reference satellites display in the list view.

8. Exit Case Entry.

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Workshop - Locate and Review the Published Entry

In this workshop, use the Knowledge Base Inquiry to locate and review the Knowledge Base entry created andpublished in the Workshop - Resolve and Publish the Case.

Navigate to Knowledge Base Inquiry.

Menu Path: Sales Management > Case Management > General Operations > Knowledge Base Inquiry

Tip The CRM menu path is: Customer Relationship Management > Case Management > General Operations> Knowledge Base Inquiry

1. In the Text Keywords field, enter Satellite Reception.

2. Select the following check boxes:

Search Issue Text

Search Published Text

Search Resolution Text

3. Click the Search button.

The List sheet displays.

4. In the Case List grid, verify the case number created in the Workshop - Create a Case displays and programreturns information about the case.

5. Exit Knowledge Base Inquiry.

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Conclusion

Congratulations! You have completed the Case Management course.

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Case Management CourseConclusion

Additional information is available at the Education andDocumentation areas of the EPICweb Customer Portal. To access

this site, you need a Site ID and an EPICweb account. To create anaccount, go to http://support.epicor.com.

http://support.epicor.com

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