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DealerTeam

Manage Cases through the Community

Goal

Learn how support cases can be created, accessed, and closed through the DealerTeam Success Community.

After reading this article you will be able to:

  • Navigate to Cases
  • Create a New Case
  • Understand case details
  • Re-open a Closed Case  

Step One: Navigate to Cases

1. Go to the Dealerteam Success website

2.  Click Login

Click Login - Managing Cases.png

 

3. Click the Cloud icon to login

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4. Click the Icon labeled Cases

Click Cases Community .png

 

Step Two: Create a Case

If there is a bug, error message, or unanswered question create a case.

  1. Click the Create New Case button

Click create new case 2 - Managing Cases.png

 

  1. Add a Subject
  2. Add a Description
  3. Click Submit

 

Note: Before submitting the case look for any related articles under Need Answers Fast? 

 

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Step Three: Case Details

After submitting a case the system will direct you to Case Details, where you will be able to see (1) Priority, (2) Status, (3) Case Number, (4) Close Case Button, (5) Feed, (6) Related Items.  

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Case Feed

The case feed is a place to get updates on the case. The case feed allows you to share attachments, respond with additional feedback, and post comments. Some feed updates include status change and case notes.

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Add Notes to the Case Feed

To add a note, question, or comment post to the case feed.

  1. Type into the the post input area
  2. Click the share button

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Related Items

The Related tab contains related records to the specific case.  Some related records can include articles, Google Docs & attachments, email history and case history.

  1. Click the Related tab

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Case Status

Case Status will inform you of what stage the Case is in. For example, the status of Waiting for Customer indicates your service agent is may need additional information in order to close out a case.

Close the Case

Change the case status to closed if you feel the case has been resolved or you found the answer.

  1. Click the Close Case button

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Note: When the case is closed the button will change to a Re-Open Case button

Re-open a Closed Case

If a case is closed too soon or accidently you can Re-open the case.

  1. Click the Re-Open Case button

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What's Next?

Learn how to use the Community Chatter Feed by clicking here.