Service cases across the team
Who can do this:Every role readsService manager and the roles that work cases edit
Transcript
- Service cases show the work of the whole team: what is open, who is on it and how each job ended.
- Filter by status, outcome, machine model, customer or technician.
- Open a case: similar cases from the last three years show which causes and fixes were confirmed for the same problem.
- An unresolved case is a gap in the knowledge. Escalations and capture campaigns close it.
Service cases lists every job of your organisation, newest first: its number, title, status, outcome, machine, technician and the date it was reported.
Step by step
Section titled “Step by step”- Open Service cases. Search by title, or filter by Status, Outcome, Machine model, Customer and Technician.
- Open a case to see its context, measurements, findings, notes and outcome.
- Similar cases shows the closed cases of the last 36 months with the same symptom or error code, and the causes and resolutions confirmed in them.
- New service case opens a case for an installed asset or a machine model and assigns a technician.
Patterns
Section titled “Patterns”The same patterns appear in other places too: Case patterns on each machine model’s page, and Repeated problems and Component failures in Analytics.
Good to know
Section titled “Good to know”- How a technician works a case, from the first measurement to closing it, is shown in Work a service case.
- Add to benchmark on a case turns it into a benchmark question for the AI evaluation.
- Past cases from another system come in with Import your data.