Clicking on Create Case from the Home or My Cases pages in Dovetail Mobile Agent allows the agent to create a case.
Out of the box case creation involves answering only four questions:
Which customer is the case concerning?
What is the case title?
What is the case severity?
What are the case details?
Finding a customer
The first step in creating a case is to find the customer. Dovetail Mobile Agent uses search technology to make it easy to find the customer being helped.
Enter customer information into the Find Customer search box. You can search by name, phone number or the site which they are working.
You will be presented with a list of customers matching your search criteria.
Click on the desired customer.
Refine your search if the desired customer is not found.
Enter case details
Next you will be asked to enter case details such as title, severity and a case description.
Enter case details.
Click on Create
Working the case
After case creation you will be taken to the case summary page from which you will be able to work the case.
