Using Service Center

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Using Service Center

Service Center representatives track customer issues by creating cases, entering case notes to provide details, and updating the case state to reflect the progress toward resolution. They can view a timeline of the entire case history, and comment on case notes and timeline entries. Service Center presents all of these details in a single screen to give representatives the information they need to provide efficient contact resolution.

Service Center may also be integrated with telephone capability and Microsoft Teams integration:

For information on managing phone calls within Service Center, refer to OmniConnect for Service Center
For information on using Microsoft Teams within Service Center, refer to Microsoft Teams for Service Center
For information on using Microsoft OneNote within Service Center, refer to Microsoft OneNote for Service Center

Who can use this feature?

Browser Users
Users require a Service Center license
Service Center Representatives

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Viewing the Overview Tab as

Service Center Representatives

The Overview tab provides a 30-day rolling summary of the following Key Performance Indicators:

My Cases - View of all my assigned active cases, grouped by queue
Group Cases - View of all service center cases across all users, grouped by queue
Closed Cases - View of all closed cases, grouped by queue
Group Summary - Shows First Contact Resolution and breakdown of all cases by type, queue, severity, and status

The Overview tab is powered by Vault CRM’s X-Pages feature.

The Overview tab is not updated in real time. Users must reload the tab to view updated data.

Creating a New Case as

Service Center Representatives

Service Center representatives can create new cases for tracking each issue needing to be addressed. Cases can be created from the Account Search tab or from the + Create button.

Refer to Account Search for Service Center for details on creating a new case from the Account Search tab.

To create a new case from the + Create button:

Enter + Create from the upper right corner of Service Center. The Create Case dialog displays.
Enter a description of the issue in the Note field.

The Continue to Case Details button is disabled if you do not add any text in the Note field.

Select an Account. If you do not know the account, expand the Unresolved Contact Information section and enter the Name, Email, and Phone of the caller.

Select a Contact Type. This is so follow-up communication can be directed to the appropriate person:

Select Account if the call is from the HCP
Select Associate if the call is from an associate of the HCP (nurse, receptionist, etc.) who is calling on behalf of the HCP
Select User if the call is from someone within your organization who is reporting an issue on behalf of the HCP

Select Continue to Case Details. The Case Owner field auto-populates with the Service Center representative's name.
Select a Queue for processing the case. The Default queue is selected by default, but you may select a different queue if other options are listed.
Select the Severity of the case (Low, Normal, High, or Urgent) according to your organization's definitions of those terms.
Select the Case Type.

Question - A case resulting from an inquiry, for example, "Who is the rep assigned to my territory?" or "Do I have any more sample allocations?"
Incident - A case resulting from an event or occurrence, for example, "My samples were damaged during shipment"
Task - A case created to assign and track work for an Account, for example, "Update Dr. Ackerman's address"

Select Create Case. The case tab displays. The case number assigned to the case displays on the tab, along with the phrase New Case.
Select the Edit icon next to New Case to change the subject to a phrase describing the case.

Opening an Existing Case as

Service Center Representatives

Select the + icon in the upper left corner of Service Center next to the Account Search tab.
Enter text or select the binocular icon in the Open dialog to search and filter for the desired case.
Select the case from the search results.
Select Open. The case tab displays.

Managing Cases as

Service Center Representatives

Navigating the Case Tab

Each case tab is divided into three panels. The left panel displays customer details. The right panel provides a modal for entering case notes (unless Microsoft OneNote is enabled) plus a Collaboration Workspace for Microsoft Teams and Microsoft OneNote. The center panel displays those case notes along with a detailed history of the case.

Viewing/Editing Customer Contact Details

Case Details
This pane contains the Case Owner, Type, Severity, and Contact Type
Select the Edit icon to change the selections for the fields
Case Contact
If the Contact Type for the call is Associate or User, a Case Contact pane displays contact information for the associate/user. If the Contact Type is Account, this pane does not display.
Select the Edit icon to assign a different Case Contact
Account
This pane displays contact information for the HCP
Select the Edit icon to assign a different account

The edit functionality for the left pane is only for modifying the details of the ticket, not for editing any account information. If you need to edit an account record and have the required permissions, you can leave Service Center, make the changes to the account, then return to Service Center.

Entering Case Notes

If Microsoft OneNote is enabled, the process for entering case notes is different. See Microsoft OneNote for Service Center for details.

Case Notes are versioned. The persistent Case Note modal displays in the lower right corner of the focused case tab and displays the current version of the case note.

When Microsoft OneNote is enabled, the Timeline does not include the Version History displayed for standard case notes.

Enter information about the case in the Case Note modal, then select Save to save any changes to the case note
To add additional case notes, type the note in the Case Note modal beneath the previously entered note, then Save. The new note displays in the Case Note tab in the center panel.
The Case Note modal can be expanded or collapsed as needed

Viewing Case Notes (excludes Microsoft OneNote)

Navigate to the Case Note tab in the center pane
The top section displays the current version of the Case Note
The middle section provides a collaborative section for users to add comments related to Case Notes
Version History is provided at the bottom of the Case Note tab

Case notes cannot be entered directly into the Case Notes tab. They must be entered through the Case Note modal in the lower right corner or through Microsoft OneNote.

Viewing Case Timeline

The Timeline tab provides a detailed history by listing every change made to the case and who changed it
Updated Case Details, Case Contact, or Account
Updated Case State (New, Open, Pending, On Hold, Escalated, Solved, or Closed)
New or updated Case Note
New Timeline comment

When a case is moved from one state to another, the length of time spent in the previous state is indicated on the Timeline
Timeline records for telephone calls include a Talk Time field displaying the length of the call. Talk Time is calculated as the duration of the call from Answer to Disconnect.
Select the heading for a Timeline record to collapse or expand the record. If an entire month is collapsed, select the Comment link to expand it.

Commenting on the Case Note or Timeline

Select the Comment button for any item on the Case Note tab or Case Timeline tab.
Enter the comment in the text box.
For Timeline comments, check the Public Comment box if appropriate. If the box is not checked, only internal users can see the comment.
Select Save.

Users can only edit comments they create.

Changing the Case State

A button in the upper left corner of the case tab indicates a case’s current state (New, Open, Pending, On Hold, Escalated, Solved, or Closed). Select from the drop-down list to move the case to a different state.

A case created from within the Account Search results during an OmniConnect call has an initial status of Open. Otherwise, the initial case status is New.
A case must have an Account, a Case Owner, and a Queue associated with it before you can move it from New to Open
The only state a New case can move to is Open
A case moved from New can never return to New
When you move a case from one state to another, you are prompted to enter a comment about why you are changing the state. You must enter a comment before you can save the new state.

You cannot move a case to Closed yourself. Solved cases automatically move to Closed after a length of time designated by the Business Admin. Until the time limit is reached, you can reopen a Solved case if needed.
The only edit you can make to a Solved or Closed case is to add a comment to the Case Closed Summary on the Timeline
You cannot reopen a closed case
The following chart shows the available paths for moving from one state to another:

Case Tab Behavior

When users leave Service Center and then return to Service Center using the same device and browser, any previously open case tabs display.

Copying URLs

You can copy the URL for a case tab and share it with others who have Service Center licenses. Selecting the URL opens a new browser tab with all of the previously open case tabs plus the newly selected case.