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Case Policies

Marcel Gravelle

30-Jun-2022

What is a case policy?

A case policy is used to define what particular data is tracked within your cases. You can assign the desired data that you want to track to certain cases, allowing you to not only simplify your workflows but also give you and your agents a opportunity to review the case data that’s important to you at a quick glance.

Within supportbench, we have four different configurable and emendable policy types:

Case open: When an agent is opening a case manually.
Case view: When an agent is viewing a case.
Case closure: When an agent is trying to close a case.
Community / portal open: When a customer is opening a new case.
Community / portal view: When a customer is viewing a case.

Configure each one to meet your business standards.

What are the benefits to setting your case policies?

Follow the case data that’s important to your agents

By setting your case view policy, your agents can see data such as the customers Issue, Assets and priority attached at a quick glance. This allows them to shift ftheir focus and pinpoint any problems when handling priority cases, enabling your agents to provide an oustanding customer experience and boost performance metrics!

Improve overall efficiency when handling cases

Being able to view and set a cases policy manually means improved efficiency, your agents will know what to do with a case and when to do it, wether that means escalating, bringing in a subject matter expert or handling things a little more sensitively.

Provide a better customer experience

By tracking the data thats important to your business standards, you enable yourself to understand a customers potential pain points. Generate reports at any time to get a deep dive into the variables attached to your policy. Review all cases by issue, asset and more, then make a plan.