Work with cases

1. From an active interaction, from the Tools panel, click Case . 
   The Case panel opens:
   • If the contact has other cases, they appear in this panel under Customer Cases.
   • If there are any cases attached to this conversation, they appear under Linked Cases.
2. If the contact has no other existing cases, the Case panel shows an appropriate message.
3. To create a new case, click Create Case.
4. Click Case Plan… and, from the list, select the appropriate case plan. For more information about case plans, see Get started with Case Management.
5. Complete the required fields and any optional fields required.
6. Click Create Case. Genesys Cloud creates the case with that includes the following items:
   • A unique case ID
   • Case owner, based on configuration
   • The initial stage
   • If configured, initial workitems

You can be assigned work, which could be a conversation or a workitem that relates to a case. This assigned work arrives as an interaction in your Conversations roster. When you open the workitem, the case panel appears to the right of the conversation area.

• The Case panel defaults to showing the relevant case.
• Complete the steps necessary, and the case progresses.
• To go to the Task List to perform more work on a case, copy the case reference. In Task List, you can search for cases by case reference or by External Contact.
• If you end a workitem that belongs to the active stage of a case, the case progresses.
• You can end or link the case to the current conversation.
• You can copy the reference number to your clipboard.
• You can also see to whom the case is assigned.
• You can see the customer intent.
• You can see the stage of the case.
• You can change the priority of the case.

You can receive interactions from contacts who want to check on a case. These inquiries arrive through ACD routing or directly from another user like other interactions in the Agent Workspace. The notification for cases includes available information about the case including the contact name, intent, and other information.

1. Log in as an agent and go on queue. The Agent Workspace opens.
   Alternatively, to access the interactions panel, click Agent Workspace .
2. To accept an interaction, click Accept; to refuse, click Decline.
   Note: If you decline a workitem or the answer time expires, Genesys Cloud takes you off-queue and puts you into Not Responding status. While Not Responding, you do not receive new workitems or interactions. To receive interactions again, go on queue.
   The case opens.
3. Ask the contact for the case reference.
4. To search for the existing case, follow these steps:
   1. Under Case reference, enter the case number, and then click Find Case.
   2. To open the case, click the case.
   3. To link the case to the current conversation, click Link Case .
   4. Optionally, to change the priority, to the right of the case reference, click the appropriate priority. Priority options include the following:
      • Low
      • Medium
      • High
      • Urgent
   5. Optionally, to end the case, click Terminate Case .
   6. Optionally, to go to a workitem related to the case, copy the case reference, and search for it in Workitems list.

Users across divisions can add comments to a case.

To add a comment to a case, follow these steps:

1. From an active interaction, from the Tools panel, click Case . 
2. Locate the appropriate case, and to open it, click the case.
3. Below the case details, click the Comments tab.
4. Click Add Comment.
5. Type your comment.
   Notes:

   • The total character limit for comments is 4096. A counter above the comment displays the remaining number of allowable characters.
   • You can have up to 100 comments within the character limit.
   • Genesys recommends that you do not use PII information such as phone numbers or email addresses and sensitive information such as PCI and HIPAA/PHI data, credit card, and social security numbers.
6. To save your comment, click Comment .