Case Management: The Engine of Your Support System

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2 Case Management: The Engine of Your Support System Hi and thanks for using Desk.com! Now that you ve had a little more time to use Desk.com, we want to help make sure you re getting the most out of it. In this guide, we ll walk you through the case management system and all the awesome features that can help take your support to the next level. Table of Contents 1. Getting to Know Case Management 2. Case Filters: View Your Work -- Your Way 3. Labels: Keep Your Cases Organized 4. Macros: Speed Through Cases With Smart Shortcuts 5. Custom Fields: Add Information Unique to Your Business 6. Business Rules: Automate Your Support 7. Notifications for Cases: Real-Time Alerts for True Speed If you re unclear about anything in this quick guide, be sure to check out support.desk.com to learn more. You can also get in touch with the team at support@desk.com. We are here to help you with whatever questions you may have. Alex Hisaka is a Content Marketer at Desk.com Follow her on Twitter

3 Getting to know Case Management Desk.com s Case Management is the engine of your support system. This is where you ll set up how you respond to the customer, manage your cases and track complete customer history. In this guide, we ll walk you through some key configurations that should be set up to help your team work even more efficiently in Desk.com. As you get more familiar with Desk.com, there are many customizations you can define on your own to optimize and personalize your use of Desk.com. To get to the Case Management tab 1. Go to (yoursite is the name of the Desk.com site you created). 2. Enter the and password you used to sign up for Desk.com. 3: Once logged in, you ll be automatically taken to the Agent Desktop. 4. You can get to the Admin Panel by clicking on the down arrow next to the word Agent at the top left of the screen. From the drop-down, choose Admin. 5. Click on Case Management. On the left hand side you ll see a list of case management features. We ll go over some key features that can help take your support to the next level. Let s start with case filters.

4 Case filters: view your work your way You ve probably seen the folders on the left-hand side of your Agent Desktop. These are filters. Filters are like folders and they re a great way for organizing your cases. You can see cases assigned just to you. You can see cases that haven t been resolved. You can even see all the VIP customers that haven t gotten a response in the past two hours. You can create as many filters as you like and make them available to individual agents or a group of agents. Desk.com comes with several default filters: oomy Unresolved Cases are cases that are assigned to you that are new, open or pending oounassigned Cases are unassigned cases with a status of new, open, or pending oomy Group s Unresolved Cases are cases that are assigned to your group that are new, open or pending ooall Unresolved Cases are cases that are new, open, or pending oorecently Updated Cases are cases assigned to you or your group that are new, open or pending updated in the last 24 hours

5 TO WOW, you must: You can add additional filters to organize your service give you more insight and flexibility with your cases. Adding a new filter is easy. In this example, we ll create a filter in Desk.com to display cases with a particular word in the title password. 1. Go to the Desk.com Admin click on Case Management 4 Filters 4 Add Filter. 2. You ll see a dialog like the one below once you add your filter. Enter the word password into the Keyword text field to match those cases having a subject line that includes password. 3. Click Enable. You ve created a filter to display cases with the keyword password. Next we ll walk you through Labels.

6 Labels: Keep your cases organized How to you mark a message that s both urgent and from a VIP customer? In Desk.com you can use labels to help you organize your cases into categories and you can add more than one label to a case. However you decide to mark the customer message more info, call back or awesome labels make it easy to track a case or a group of cases. Desk.com comes with seven default labels: ooabandoned Chats ooescalated ooexample oomore Info oonegative Feedback oofeedback oosample Macros Here s an example of how you can add a new label for an Issue. 1. To add a new label, simply click on the Add Label button. 2. Name the label and click Add. Make sure that the label is turned On so it shows in Desk.com. This means that if a customer writes with an Issue, you can apply this label to that particular case. Now that you ve created a label, here s how you apply it to a case. 3. Go to the Agent Dashboard and open one of your existing cases. 4. On the left hand side of the case is where the case information is displayed. 5. Under Labels click on the dropdown menu and select Issue. Congratulations! You ve just added a new label to a case.

7 Macros: Speed through cases with smart shortcuts Have you ever had to send the same response to customers when they ask you, how do I? Macros can help. Desk.com macros are shortcuts you can use to perform a series of actions in one click like setting a status or assigning a case to a group. Macros can even contain frequently-used text you write in advance or a custom signature for quicker replies. There are five default macros in Desk.com: oothanks for feedback + Resolve oomore info + Pending ooappreciation + Resolve oodisappointment + Pending ooescalate 1. Adding a macro is easy - just click on Add Macro and customize it to create your shortcut. 2. To apply a macro, open a case and click on the drop down menu under Apply Macro at the bottom of the screen. 3. Select the macro you want to use and click Update and Resolve to perform the action. You ve successfully created your first macro! Next we ll walk you through custom fields.

8 Custom Fields: Add information unique to your business Need to add more information about a case of a customer? Custom fields is a great way to add extra information so you know all there is to know about your customers. Custom fields can include bits of information like who the case was last saved by or what language does the customer speak. Let s go to the Agent Dashboard and open a case: On the left hand side is the case information that has three tabs: Case, Customer and Company. To add a custom field to your case tab: 1. Click on Case and select Custom Fields then click on the Add Field button. 2. Name your custom field, add a Key (a name without spaces) and a Data Type. 3. Click Update. To add a custom field to your customer tab: 1. Click on Customer and select Custom Fields then click on the Add Field button. 2. Add a Name, a Key and a Data Type just like before. 3. Click Update.

9 Business Rules: Automate your support Business rules automate how Desk.com treats cases and moves them towards resolution. Whether the rules are simple like assigning cases to a particular agent or complex like b ccing your CEO on VIP cases business rules can help you provide more effective service to your customers.rules only apply when an event occurs. Here s a list of rule events: oocase Created oocase Opened oocase Re-opened oocase Updated oocase Pending oocase Resolved oocase Closed ootime Rule: not event triggered but is executed every 15 min. One of the most powerful ways you can use Business Rules is to send an auto-reply to your customer letting them know you received their request. Here are the simple steps to set up an auto-acknowledgments. 1. Log in to the Desk.com admin and click on Channels 4 4 Auto-Acknowledgements. 2. Click on Add Template and name it My Auto-Reply. Then click Add. 3. To avoid the problem of sending your customer multiple s during the day if they submit multiple cases, you ll need to write an Inbound Interaction Rule to do the work. 4. Set up your inbound interaction rule by going to Case Management 4 Rules 4 Inbound Interaction. Then click Add Rule. 5. Now set up the conditions of your new rule. Activate the rule and you re all set! Now let s move on the notifications for cases. Your rule should look like this!

10 Notifications for cases: Real-time alerts for true speed Notifications are a great way to know in real-time when changes occur in a case so you can quickly respond to cases. The most common example of this action is to send an notification to an agent when a new case has been assigned. To create an notification, follow these steps: 1) Login to Desk.com admin, click Case Management and click Notifications. 2) Click Add Template to create a new template. 3) Enter a name for the template and click the Add button. 4) On the left hand side click on Rules then click Case Updated. Click the Add Rule button. 5) Configure your rule like this: That s it - you ve created an notification in Desk.com! Congratulations! You ve now learned about the Case Management system in Desk.com and all the awesome features that can take your support to the next level.. If you want to learn how to create a self-service help center check out our other guide The Support Center: Where Customers Help Themselves where you can learn how to customize your support center, create Knowledge Base articles, and manage your Question and Answers.