How to Log a Customer Care Case in an Account in CRM

Overview:

This article will guide users on how to log a customer care case in Xvantage for Associates CRM.

Process:

1. Go to My Apps and open Okta.

2. In Okta, search for Xvantage for Associates(X4A) and open it.  Within X4A, hover over the left navigation menu and click Sales.

3. Select CRM from the Sales sub-menu.

4. In the Xvantage CRM sidebar menu, navigate to Customers and select Accounts.

5. Choose the view that you need.  To do this, select the view drop-down and choose from the options.

6. To find the account you need, click the column header and use the Filter By option or the Filter by keyword bar.

7. Once you locate the specific account, click the account name to open the account details.

8. Scroll down to the Customer Care section wherein you can see the related cases, located on the right-hand side of the page.

9. Click New Case.

10. You will be redirected to the case form. Click the drop-down menu located just below New Case.

11. Select Customer Care - AMER from the drop-down options.

12. When prompted, choose Discard Changes.

13. You will now be redirected to the New Case – Customer Care Form.

14. Fill in the required information:

    • Case Details

      • Case Type – choose the most appropriate from the drop-down

      • Case Type Details

      • Associated Request

    • Customer Information and Reason for Escalation

      • Description of Issue

      • Contact

15. After entering all necessary information, click Save & Close to complete the process. The case details will be visible in the Customer Care section once saved successfully.