Creating Cases for Lab Call Back Requests

1. Verify the information in the CS Tool with the Account information in SalesForce ? cbu, contact, address, etc. 2. Search for the Lab Account 3. Select the correct Lab Account 4. Select Cases, then New Case 5. Select Integrations for the Record Type 6. Select Customer Support in the Originating Department drop down 7. Select Lab Callback in the Type drop down 8. The Sub Type will default to Other 9. For the Opportunity select the standard lab Opportunity 10. Fill in the Contact name from the Account. *Note: This must be exactly as it is on the correct account or it will default to the first record in SF and add the incorrect account. 11. Fill in the Case Contact name if different from the Account Contact 12. Fill in the Contact Phone Number 13. Fill in the Subject line. Ex. ?Lab Call Back Request? 14. Fill in the Description Field to include the reason the lab would like a call back. 15. Notice the Status is New. This does not need to be changed. 16. The Priority defaults to Medium. Change to High for urgent issues. 17. Indicate where the case originated from, Phone or Email 18. Click Check Spelling, make corrections needed 19. Be certain to check Assign Using Active Assignment Rules. Checking this box initiates an automatic email to the assigned person or team 20. When you have completed all information, click Save.