Work with Care Cases

Locate the case you want to work on. You can review one of the default Care views (see Use Standard Care Settings), review a custom view (see Create Case Views in Care), or search for the case (see Search within Care).

Layout of a Care case

The Care layout is designed to help you get a clear overview and then drill down easily to the details of individual escalations.

• The left column displays the current view with individual cases.

• When you click a case in the view, it displays in the middle column where you can review the conversation history.

• The right column displays the details of the specific user-case combination.

The case property panel in the right column has the following tabs:

• Case
  On this tab, you can assign the case to a specific Care user, review/update the case priority and sentiment, and fill in the case fields.
  You can create your own case fields and place them in a certain order on the Case tab (see Create Case Fields in Care).

• Customer
  On this tab, you can review and update the details about the customer.

• History
  This tab shows the history of the customer on the platform from which the case was initiated. You can review conversations and individual cases involving this customer.

• Salesforce
  This tab allows you to review Salesforce information related to the customer and the case (see Integrate Care with Salesforce).

How to work with a Care case

The following are basic operations that you can perform on a Care case:

• Assign the case to a Care user (see Assign a Care Case to a Care Agent).

• If the case is missing the profile, assign the profile on whose behalf you want to communicate with the customer in the case (see Assign a Profile to a Care Case).

• Respond to the case: post a reply or send a direct message, add an internal note, like or delete individual messages within the case conversation, and so on (see Respond to a Care Case).

• Update individual properties of the case:

  • Change the sentiment (see Change the Sentiment of a Care Case)

  • Change the priority (see Change the Priority of a Care Case)

  • Update case fields (see Update Case Fields in a Care Case).

• Change the status of the case (see Change the Status of a Care Case).

• Delete the case (see Delete a Care Case).

Typically, unless a Care supervisor assigns cases to Care agents, you start with assigning a case to yourself and then responding to the customer.

History of the exchanges within a Care case

Care has an unlimited data retention period. Unless you delete a case, it stays in the tool forever along with the exchanges with the customer.

Only the last 500 messages in any direct conversation are visible.