LESSON 38 / 60
3 minCreate a customer support case
A case tracks a customer question or problem.
- 1Understand
- 2Guided practice
- 3On your own
THE IDEA
Create a customer support case
A case tracks a customer question or problem. It connects support work to the relevant company and gives the issue its own status and owner.
A support problem is different from a potential sale. Capture it in Cases rather than adding an unrelated opportunity.
Builds on Keep a useful record of a lost deal
A WORKED EXAMPLE
A simple example
A customer unable to download a report needs a support case, even if there is also an active renewal opportunity.
A common mistakeChoose the affected account so the team can find the customer’s support history.
Words you’ll use in this lesson
- Case
- A customer question or problem tracked through resolution.
- Account
- A company or organization the team works with.
- Owner
- The teammate accountable for a record.