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PPC PRODUCT SUPPORT FUNCTIONAL TRAINING CASE MANAGEMENT USER MANUAL V1.0 – 6/16/2015
PPC PRODUCT SUPPORT
FUNCTIONAL TRAINING
CASE MANAGEMENT
USER MANUAL
V1.0 – 6/16/2015
PPC Product Support Functional
User Manual
TABLE OF CONTENTS
How to Create a Case............................................................................................................................................................ 2
Claiming a Case/Assigning a Case ......................................................................................................................................... 4
Claiming a Case ................................................................................................................................................................. 5
Assigning a Case ................................................................................................................................................................ 6
Closing a Case .................................................................................................................................................................... 7
Chatter Communication .......................................................................................................................................................... 8
How to Chatter on a Case (Notes) ...................................................................................................................................... 8
How to Chatter on a Case (Communication) ...................................................................................................................... 9
Chatter: How to Reply to a Chatter Post .......................................................................................................................... 10
Chatter - How to Follow a Case ....................................................................................................................................... 11
Tasks ..................................................................................................................................................................................... 12
How to Create a Task ....................................................................................................................................................... 13
Recurring Task ................................................................................................................................................................. 14
Managing Tasks ............................................................................................................................................................... 15
Closing a Task .................................................................................................................................................................. 16
HOW TO SEND A RELATED CASE TO INGENIO ..................................................................................................... 17
Appendix A – Document Information ............................................................................................................................. 19
Authorship ............................................................................................................................................................................ 19
PPC Product Support Functional
User Manual
HOW TO CREATE A CASE
BEST PRACTICE: There are multiple ways to create a case in Salesforce, however as best practice,
users should navigate to the Account Page of the customer, search for the Contact or Create a New
Contact, and create the case from the Contact record.
1. Locate the Cases section of the Contact Details page. Click the New Case button.
2. On the next screen, select the Case Record Type based on the request. Click Continue.
PPC should use the following Case record Types:
o Information Request: Used for standard account changes, sales questions,
sales opportunity, and general info
o Claims: Used for claims from a customers
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3. From the Case Edit page complete all required fields.
Case Origin: Phone
Product Family: Pay Per Call
Case Reason: Performance Report : for all inquiries related to the Call Detail Report.
General Info: for all other inquiries or requests.
Case Issue:
• For Performance Report select either Explanation and or Request
Duplicate/Replacement based on the customer request.
• For General info: Select Contract Questions, Other, or Comments/Suggestions based on
the reason for the call.
Case Source: Customer – If it is the advertiser
Internal – If it is a Sales Rep
4. In the Case Description section be sure to enter in the Subject section as well as input all Notes
into the Description Section.
5. Once you have completed all required fields and any additional fields, click the Save button.
Case Status : New
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CLAIMING A CASE/ASSIGNING A CASE
When cases are created from other departments for PPC, they are automatically assigned to the
appropriate queue for handling. These Cases along with Cases generated via Email, Portal and by other
CXO team members will be assigned to a predetermined Queue in Salesforce. PPC cases are sent to
their own unique queue (IOG IR – Support – Pay Per Call) for handling. A designated user will
Assign Cases to PPC Support agents for handling.
DO NOT CHECK THE ‘ ASSIGN USING
ACTIVE ASSIGNMENT RULES ’
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User Manual
CLAIMING A CASE
1. To Claim a Case , simply select the appropriate Queue .
( ex. Inbound Care – IR, Inbound Care – DR, Inbound
Care – Dig Ops DR, Inbound Care – Dig Ops IR) All
unassigned cases will appear in the List View.
2. Check the boxes next to the
desired Case(s) and click the
Change Owner button.
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User Manual
3. The Change Case Owner page will display. In the Owner field, the default selection is User.
Enter your name as it appears in Salesforce in the open text field. Click Save.
4. The Cases will be removed from the general team queue. To access the newly claimed Cases,
select ‘UCM: My Open Cases’ view from the Views dropdown.
Claimed Cases will now appear in
your view and you will be listed as
the Case Owner.
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User Manual
ASSIGNING A CASE
To Assign a Case to another team member or Queue, users can follow the same steps for claiming a case.
Instead of entering your name in Step 3, enter the designated person or choose the Queue option to assign
the case to a general queue.
resolved in the open text field.
4. Click the Change Status button.
The Case will close and appear as a Closed Case on the Advertiser’s account.
NOTE: If the customer calls back in with questions regarding a closed case you may need to reopen
the case.
The Case will be assigned to the
designated queue or intended
User.
CLOSING A CASE
1. From the Case, click the
Change Status quick
link.
2. Locate the Change To
dropdown and select
‘ Closed’ .
3. Enter detailed notes of
how the case was
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The business rules are:
A case can be reopened within 5 business days of it being closed
After 5 business days, a new case must be created
CHATTER COMMUNICATION
Chatter is a service provided by Salesforce that helps drive the exchange of ideas and information and is
available to all YP team members. Chatter supports YP’s commitment to give team members the tools
needed to help fuel further success by enabling better ways to communicate, collaborate and share.
In conjunction with a Task, Chatter is the method you will use to communicate to Sales and other CXO
team; as well as how to escalate a Case when necessary to meet SLAs.
IMPORTANT: PLAY BY THE RULES!!
Although Chatter is an internal communication and collaboration tool, team members should still
follow YP’s Social Media Participation Guide and protocols, including:
Not posting anything that is offensive or harmful to others
Keep it professional and work-related. Do not post anything that you would not want
your team leader or other colleagues to read
Be constructive. Chatter is not the forum for critical comments about YP, its customers,
vendors or team members
HOW TO CHATTER ON A CASE (NOTES)
Creating a “Chatter” on a case is easy. Anyone following the Case and the Sales Rep will receive
Chatter updates.
A. Begin by accessing the Case and simply click the Write Case Note quick link.
B. Enter your Chatter message in the ‘Write something...’ text box.
C. Click the Share button.
D. Your Chatter message will appear in the Chatter feed of the Case.
PPC Product Support Functional
User Manual
HOW TO CHATTER ON A CASE (COMMUNICATION)
To communicate with the Sales Rep or another CXO team member in relation to a Case, users will need
to take the following steps when ‘Chattering’ on the Case.
1. Follow the same steps to post in Chatter on the Case; however to communicate to a specific
person, “@ Mention” the person within the Chatter. By using the “@” sign before the persons
name, will ensure the chatter appears in someone’s personal feed.
For Example: @[SHEENA JOHNSON] -
Simply type @ and part of the name to get a
drop down list to select from.
Note: The format listed below is the unified format across all of CXO.
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Line 1: ‘Additional Info Needed to Close Case’ or ‘Please Contact Customer’
Line 2: Provide explanation of what is needed, be specific
Line 3: (if necessary)
Line 4: @Sales Rep @Sales Manager
2. Once you click the Share button, your Chatter message will appear in the Case Chatter feed; as well
as, the recipients Chatter feed even if they are NOT following the Case.
CHATTER: HOW TO REPLY TO A CHATTER POST
To reply to a Chatter post, users will take the following steps
A. Click the Comment link beneath the Post
B. Enter your comment
C. If you need to send an Attachment, click the Attach File link
PPC Product Support Functional
User Manual
D. Click the Comment button.
CHATTER - HOW TO FOLLOW A CASE
To receive Case updates in their personal Chatter Feed, Sales Reps and CXO Agents can also follow records
in Salesforce. The most common records followed, are Cases.
To Follow a Case, from the Case
Once the Green + symbol turns to a blue check and Follow now says
‘Following”, you are now
following the Case.
To unfollow a Case, click the X symbol next to ‘Following’.
As long as you Comment on
a Post, the originator will
receive your reply.
Page, click the Write Case Note
quick l ink.
Near the Share button, click the
green + symbol next to Follow to
begin following the Case.
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User Manual
TASKS
Some customer calls and emails that YP receive require one or more actions, next steps or what we will call
a “Task.” Tasks will help CXO team members more effectively manage, plan and communicate “to do’s”
associated with each of our advertisers.
Tasks will:
Create and utilize a history of customer interactions
Plan and execute more proactive customer interactions
Support continuity and timely execution
The vast majority of Tasks in Salesforce will be created & managed by the individuals who will execute
them; however Tasks can be ASSIGNED to other individuals to take action on an account. Along with
the use of Chatter, CXO will create Tasks and assign them to Sales when more information is needed or
if they need to contact the customer.
HOW TO CREATE A TASK
1. From the Case, click the Create Task quick link.
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User Manual
2. The default is YOUR name. If assigning the Task to someone else, use lookup tool (magnifying glass) to
enter ‘Assigned To’ name.
3. The default Due Date is today’s date. To change the due date, enter the desired Due Date.
4. Enter a 2-3 word summary text in the Subject field.
5. Enter detailed Comments about next steps or reminders – only used when task is assigned to self.
If Task is assigned to another individual, this information will be input in the Chatter message.
6. Click the Save button to save the Task.
The newly created Task will appear under the Open Activities Related List under the View Case Details quick
link.
Users can also create Tasks from the Open Activities Related List. By clicking the New Task button,
users can perform additional Task set up functions including setting reminders & creating recurring
Tasks.
RECURRING TASK
To create a Recurring Task, users must create the Task using the New Task button under the Open Activities
Related List.
The Task Edit page will appear. Complete all required fields and locate the Recurrence section.
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User Manual
Click Save.
The Recurring Tasks will auto generate based on the selected Frequency on the account in Salesforce.
Check the box next to ‘Create Reoccuring
Series of Tasks’ to
reveal the Frequency
options, Start Date &
End Date fields.
MANAGING TASKS
Tasks can be worked and managed from the “My Activities” tab within the
Console.
PPC Product Support Functional
User Manual
The My Activities Tab contains:
Emails generated from/to salesforce related to cases
Tasks
Events (appointments)
PPC Suppport agents should check this tab daily to determine what Tasks and Appointments they have
on their schedule.
CLOSING A TASK
To close a Task, click the Cls link next to the task under the Open Activities Related List.
The Task Edit page will appear. Complete all required fields including the Interaction Type, Interactions
Disposition, & Customer Sentiment (if necessary).
Options under each field include :
PPC Product Support Functional
User Manual
Click the Save button to close the Task. The Task will move from the Open Activities Related List and move
to the Activity History Related List on the Case.
NOTE: Task can be related and created on all records in Salesforce such as the Account, Contact, Case,
Fulfillment Item, Work Item, Touch Point, Collections Query record, etc...
HOW TO SEND A RELATED CASE TO INGENIO
The preferred contact method for Ingenio is to contact them by phone. However, in certain instances, we may be
unable to reach an agent and will need to submit a related case to notify them of an issue.
1. Once you have created and saved your case, go back into the case and View the Case Details.
2. From the Related Cases section, choose the drop down option next to New Case. In the dropdown menu,
select Related Case: Copy Parent Details. This will copy the case details and create a related case.
3. Change Ownership of the case by selecting the Change link next to the name of the current owner (which
should reflect your name).
PPC Product Support Functional
User Manual
4. The Owner automatically defaults to User. Choose the dropdown and change the Owner from User to Queue.
Search for the queue name by typing PPC Web Cases in the section and selecting the magnifying glass. Select
the hyperlink from the displayed list for the appropriate Queue name and Save.
• Complete the necessary fields for the related case and save. This will create the related case and send it to
Ingenios queue.
• Be sure to keep your parent case open until you hear back from Ingenio.
• Once the issue has been resolved, update the Case Notes and close your case.
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APPENDIX A – DOCUMENT INFORMATION
AUTHORSHIP
YP – CXO Process Adoption & Training created this document and maintains sole rights and
responsibilities of ownership of this document and for maintaining the accuracy and viability of
the information. Anyone wishing to update, alter, or change this document should contact one of
the Instructional Designers listed below.
VERSION DATE AUTHOR(S) UPDATES/CHANGES PAGE
#
1.0 2/26/2015 Sheena Johnson Original UCM Case Handling
Documentation
All
1.1 6/16/2015 S. Moore Updated for PPC Support Training
Delivery
All
