Enterprise CRM Service Console: Create an Internal Support Case

When:

• you want to change something within Enterprise CRM
• something isn't quite working the way you think it should, or
• you have a user access request, or a training need

then you'll need to create a Support Case. This article is meant as an overview of how to submit a Support Case and also provide some information on how to submit the needed information the first time, which can help get your issue solved quicker!

Certain types of requests may need to go through approval processes or be entered by certain staff within your unit. You may want to check your internal processes prior to submitting a Support Case.

Submit cases with as much notice as possible. It may take 4-6 weeks for certain types of cases to be prioritized, worked on, and be ready for review.

Creating an Internal Support Case 

1. Select the App Launcher 
2. Enter "case" in the search box and select Cases from the list of results.
3. From the Case tab, click New. 
4. On the New Case screen, select Case Record Type:
   • Choose Tier II Support Request for new user activation, user access modifications, or user deactivations.
   • Choose UMN Internal Support Case for an enhancement, bug, new functionality, or training need.
5. Click Next. This brings up the New Case screen for the selected case type. 
6. On the New Case screen there are some important and required fields you will need to fill out:
   
   • Subject should be a brief description of the issue or enhancement you are requesting and should include pertinent information for both the support person and yourself to identify the issue later on.
   • Description is where you will include details about your request and state the reason for your need by date (if not flexible):
     • User activation/deactivation/modification:
       • Include the name, username, role or description of their role
     • Bug or System Failure:
       • Include steps taken to encounter the issue and when the issue began and what it impacts are
     • Enhancement or Pain Point:
       • Describe what you are trying to or would like to do and where you are experiencing issues or limitations. 
     • Feature Request:
       • Include the specific feature you need access to and a explanation of how you will use the feature
     • Training Need: 
       • Include what topics you would like covered and what the audience for training would be
   • Contact Name allows you to use the Lookup icon to search for and associate a Contact record to the Case. This should be the point of contact that you'd like the support team to provide updates and/or request additional information from.
     
   • Case Origin allows you to classify the type of request you are submitting.
   • Need Date
     • Provide an accurate and realistic date. If you do not have a need date, leave it blank. We will work to close the ticket in the order received. 
   • Status should stay as the default of 10 - New since this is a new Case. This field will update depending on where the Case is during the process.
   • Select the priority of the request. 
7. Once all of the information has been filled click on Save at the top or bottom of the Case Edit screen to create the Case.
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8. The CRM support team uses Chatter on Cases for communication. When reviewing updates to a Case or adding or changing Case information use the Chatter function to @mention your CRM support rep to ensure that they get the message.
9. As your Case progresses you may get asked to verify if the bug has been fixed or if the enhancement is doing what you expected it to do. For more information on verifying and updating fixes review Verify a Case in Martin and Verify a Case in Production.