Creating Cases for Lab to Lab Call Back Requests

1. Verify the information in the CS Tool with the Account information in SalesForce ? cbu, contact, address, etc. 2. Locate the correct Lab Account (this will be the one that is calling and having issues with either sending or receiving orders) 3. Select Cases from the Lab Account page then click on New Case 4. Select Integrations for the Record Type 5. Select Customer Support in the Originating Department drop down 6. Select Lab Call Back in the Type drop down 7. For Sub Type, it will default to Other 8. Search for the correct lab Opportunity and select the one that contains ?Lab-to-Lab.? 9. 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 10. Fill in the Subject line ? ex. ?Lab to Lab Call Back Request 11. Fill in the Description field to include the other lab?s information to include the lab name, contact person, and phone number. Also include the information regarding the issue 12. Notice the Status is New. This does not need to be changed 13. The Priority defaults to Medium. Change to high for urgent issues. 14. Indicate where the case originated from, Phone or Email 15. Click Check Spelling, make corrections needed 16. Be certain to check Assign Using Active Assignment Rules. Checking this box initiates an automatic email to the assigned team or person 17. When you have completed all information, click Save.