Before you get started using your Cases app to create and track cases, it is important that you first set your preferences which determine the defaults for a variety of settings in your app (for example, the default type for the activity created when the case is first saved).
You can change these preferences at any time, but it’s a Method best practice to set this up in advance of using the app.
The Cases Preferences screen can be accessed from your dashboard by clicking on the ellipsis (...) on your Cases App and selecting Preferences.
Here you will see three major sections: Case Preferences, Case-Related Activity Preferences, and Case Portal. Let’s go through each of these sections in detail.
This section allows you to set your defaults for the New Case screen. This defines what appears in these fields when you open a new case. All defaults can be manually changed on the screen when you open it, however.
Method best practice says you should set your defaults to reflect the sort of case you’re going to create most often. For example, a software company might use the app predominantly for tech support cases, so they would set their defaults accordingly.
Default assigned to: The Method user assigned to this case. This field is required.
Default case update email template for contacts: Choose an email template for the email that is sent to your contacts when the case is updated. We offer a b option for this default called Case Update to Contact, which you can find in the dropdown. This field is required.
Default case update email template for staff: Choose an email template for the email that is sent to your staff when the case is updated. We offer a stock option for this default called Case Update to Staff, which you can find in the dropdown. This field is required.
Default origin: Where the case originated. Choose from phone, email, or web portal.
Default status: How far along the case is. Choose from in progress, escalated, on hold or closed.
Default priority: How important is this case? Choose the default here from 1 - High, 2 - Medium or 3 - Low.
Default type: What kind of issue is this case meant to address? You have several options.
Problem: General issues (e.g. product needs repair, product isn’t working correctly).
Feature request: Product or service request (e.g. I would like to pre-pay my monthly bill, I would like additional services to be added to my package).
Question: Basic queries where a problem has not been encountered (e.g. what services do you offer?).
Complaint: Allows a complaint to be lodged.
Billing inquiry: Questions or issues pertaining specifically to the billing process.
Below Origin, Status, Priority and Type, you can see a button marked Settings. Clicking that button opens the List screen for each option. From there, you can rename or delete existing options by clicking on them, or create new ones by clicking New Origin, Status, Priority or Type.
The New/Edit Origin, Status, Priority and Type screens are almost identical because they only have one field: name. However, there are also individual options available on two screens:
New/edit case status: Close a case by assigning this status (just check the box!) By default this condition is set for the status “closed”.
New/edit case type: Display or hide the case type on the customer portal (see below for portal settings) by checking the box.
Case-related activity preferences
This section pertains to the default settings when an activity is created. Every time a case is created and/or updated, an activity is created at the same time. You may also create a follow-up activity on the same screen. These preferences dictate the defaults for those activities.
Default activity type: Sets what activity type initially appears when creating an activity. For a list of activity types and what they do, please see this document.
Default activity follow-up type: Sets what activity type initially appears when creating a follow-up activity. Please see the above link for more information on activity types.
# of days to add for follow-up activity: This number determines when the follow-up activity is scheduled by default (a set number of days after the initial activity is created).
In order to streamline communication between your customer and your company, the Method Cases App comes with a portal function that lets customers create new cases, as well as view and comment on existing cases pertaining to them. Here are the defaults you can set for what they are able to see once they’re there.
Default assigned to: The Method user who is assigned a customer-created case and receives notifications of customer comments.
Default case type: As above, the default type that appears on the portal.
Default case origin: As above, the default origin that appears on the portal.
Once you have chosen all your preferences, click Save to implement them. Remember, you can come back and change these preferences at any time.