Customer service (Cases)¶
The Cases module handles customer support requests end to end: logging, conversation, deadlines (SLA) and satisfaction (CSAT/NPS). It covers UFCD 10866 - sales management and customer service.
Open a case¶
Cases → New case. Fill in:
| Field | Notes |
|---|---|
| Subject | What the customer needs (required) |
| Company / Contact | Who the case relates to |
| Channel | Email, Phone, Chat, Portal or In person |
| Priority | Low, Medium, High or Urgent - sets the SLA deadline |
| Owner | Who handles the case (can be left unassigned) |
| Description | Becomes the 1st message of the conversation |
Find a case
At the top of the list there is a search bar: type the number (e.g. 002) or part of the subject/company/contact and the list filters instantly. It combines with the status filters.
The case cycle¶
New → In progress → Waiting → Resolved → Closed
- Open the case from the list to see the conversation. Type in the reply box and Reply - each reply is kept in the history.
- Change the status with the buttons (New / In progress / Waiting).
- Mark resolved once the problem is handled.
- Close with survey asks for the customer's CSAT (1-5) and NPS (0-10).
SLA (deadlines)¶
Each priority has a response deadline, with a traffic light:
| Priority | Deadline |
|---|---|
| Urgent | 1 day |
| High | 2 days |
| Medium | 4 days |
| Low | 7 days |
The badge shows On time (green), SLA at risk (1 day left) or SLA breached (deadline passed). The list sorts open cases by the most urgent deadline.
Satisfaction (CSAT & NPS)¶
On closing, satisfaction is recorded:
- CSAT (Customer Satisfaction) - a 1 to 5 score for the service.
- NPS (Net Promoter Score) - 0 to 10; the overall indicator runs from -100 to +100 (promoters 9-10 minus detractors 0-6).
The Analytics screen summarises the average CSAT, the NPS and SLA compliance.
Where to see the summary
In Analytics → Service satisfaction and Cases by status you get the aggregated customer-service indicators.