Related Cases
Related cases is a feature to help manage the activities and cases of a customer over an extended period of time. In some situations, a customer may send in a request that is handled and resolved by an advisor, but then has a similar issue later.
For example, a customer purchases a smartphone and is getting a display error when trying to access an app. The customer contacts support and support directs them to use an update for the app. The problem is fixed and the case is closed. Months later, a firmware update for the phone causes the same issue to occur again and the customer sends in a new request instead of re-opening the case. Since the issue is the same, the advisor can take the new case and mark it as related to the original to help keep track of the errors the customer is having and help any future advisors who might have to handle the customer's issues.
The way in which a case is considered related to another can vary depending how your system is set up.
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A case can be automatically considered related to another case as it passes through a workflow.
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An advisor can manually add cases to the list of related cases.
Adding Related Cases
To add a related case to a case:
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With an activity selected in the Inbox, go to the Case
pane. -
In the Case Details tab, in the Related Cases section, click the Add
button. The Add Related Cases window appears. -
Provide search criteria to locate the desired case.
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Click the Start Search button.
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In the Results, select the desired case or cases.
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Click the Add Related Cases button.
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The Case pane refreshes. In the Related Cases section, you can see the following information about the related cases:
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Case ID
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Subject
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Severity
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Status
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Removing Related Cases
To remove a related case from a case:
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With an activity selected in the Inbox, go to the Case
pane. -
In the Case Details tab, click the Delete button next to the case you wish to remove from the Related Cases list.
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