Cases

1. Add a Note to a Case

   An overview of multiple ways to quickly add a note to a case

2. Assigning an Owner Team and Owner User to a Case

   Learn how to set and update the owner team and owner user responsible for managing a case.

3. Change or Update the Location Associated With a Case

   Learn how to modify or reassign the location linked to an existing case

4. Export a Filtered Case View List to CSV

   Learn how to export case view lists and export the results as a CSV file

5. How to Add a File to a Case

   Learn how to upload, view, download, and delete files attached to a case in OvationCXM.

6. How to Add a Task to a Case

   Step by step process for adding a Task to a Case

7. How to Create a Case

   You can create a Case in CXME from multiple places

8. How to Escalate and De-escalate a Case

   Escalating a case is a good way to reassign a case while brining extra attention to it

9. Matching Inbound Emails and Phone Calls to Customer

10. Merging Cases in the Inbox and Location Screens

    Learn three different methods to merge cases directly from the inbox and location screens

11. Overview of Case Statuses

    What each case statuses means and the lifecycle of a case

12. Overview of Work Order Statuses

    What each work order status means and the overall lifecycle of the work order

13. Resolving and Reopening Cases: Understanding Resolution Statuses

    Learn how to resolve and reopen cases, and understand what each case resolution status means

14. Setting a Case to Waiting

    Learn how to use the Waiting status to pause cases until action is needed