G1. RAISING A CASE

​Raising a Case

Raise a case

​Customer calls and the issue did not get resolved during the first call. We proceed to raise a case.

Multiple Choice

It necessary to raise a case when the issue is resolved on the call

• TRUE

• FALSE

​From both the Pet and account record pages, you will find a HomeAgain Case button in the buttons bar.

Dropdown

What is the name of the button to open a case?​

Select answer

From here, you will raise a Case to log the call details and any updates made.

Validate Shipping Address For Collar Tag

When you are going to send a Collar Tag to a different address than the billing account, do the following steps:

First click Billing Accounts

Validate Shipping Address For Collar Tag

On the billing account page, you will click on the customers name:

Validate Shipping Address For Collar Tag

Confirm the billing address on this page, if the shipping address is different, create a ¨Collar Tag¨ Case.

Status:

• New
• Information received
• In Progress
• Back Office
• On Hold/Awaiting information
• On Hold – With Customer
• On Hold – Internal
• Closed
• Cancelled
• Escalated

Case Origin:

• Phone
• Social Media
• Email-HA General
• Web-HomeAgain
• HA US-Voicemail
• Web-HomeAgain UK
• Voicemail-Spanish
• Voicemail - Lost&Found
• Voicemail-Pet Parent Support
• Voicemail-NLHP

​Type:

Transfer
Lost
Found
Urgent Transfer
Collar Tag
Enrollment
Misc
Mobile

Renewal
Sure Petcare
TechSupport
Update
Physical Good
Spam
Database Transfer
Voicemail

​

​Description = Details of the call/updates made. Click Save

​This field is responsive to the Type selected.

The new Case will appear in the ‘Cases Related List’ on the right side of the record page.

The Case Number is a unique reference that will be stored against the customer record indefinitely and can be viewed at any time for reference. 

Once a Case is marked Closed any subsequent unrelated queries will need to be raised as a NEW case. If the customer Calls back regarding a Case that has already been closed but feels the issue is unresolved you need to Re-open the Existing Case adding relevant Call Notes/Comments/Emails.

If a Case is Open at any Status, it can be used to record further updates relating to the same query. Once the issue is resolved the case can be marked Closed. 

• In this screen, you can send an email to the Pet Owner, cc’ing in any other contacts as required

• The subject line of the email will default to the contents of the subject field in the case, but this can be overwritten if needed

• Compose your email, formatting as required, attach Images, link documents, etc

You can use Templates by clicking the button shown and selecting from the templates folder.
Emails carry a reference code when the customer replies to an email that will link back to the case and update the Case Status to Information Received and the case will appear back in the queue to be actioned.

​Email Templates

Multiple Choice

We have email templates.

• TRUE

• FALSE

• In this screen, you can post a comment to the case with details of the actions taken

• You can format the text, attach Images, link documents and Tag other Salesforce users if required 

• The Post will appear in the Activity Feed attached to the Case available for all to see

​POST

Multiple Select

What can you do in POST? Select ALL that apply.

• Attach images

• Link Documents

• Tag other SalesForce users

• Format the text

​This is to be used when you are doing an Outbound call.

In this screen, the subject will default to Call, this can be edited if required.

In the Comments enter the actions taken, which phone numbers have been attempted etc..

The call log will appear in the Activity Feed attached to the Case available For all to see.

​Outbound Call

Multiple Choice

You have to leave notes if you are doing an outbound call

• TRUE

• FALSE