Page 38 - Email Support Playbook

Solving

A case should only be solved for the following two reasons.

1- Issue/Request Has Been Resolved
You have sent your final email to the dealer and do not anticipate the email chain
opening again.

2- Dealer Has Not Responded
If the dealer has not responded and you have sent your 24, 48, and 72 hour follow
ups, you can now solve the case.

How to Solve a Case

To solve a case you use the same initial steps you would to change the status.

Instead of selecting a new status you will select 'Solved'.

If you have not previously filled in the case resolution field then at this point a red error
message will appear in the field indicating a selection must be made.

Click the field to open the dependent field starting with 'Persona'. The information about the
case you had previously entered will still be filled in. You now only need to select a resolution
from the 'Case Resolution' drop-down menu.

Once you've chosen a resolution you will now be able to save the case as solved.

Other Resolution

The resolution fields cannot always capture how you actually resolved the case. In this
instance, select „Other‟ from the resolution dropdown.
Once you‟ve selected „Other‟ you must fill out the „Other Resolution‟ field with how the case
was resolved.
The „Other Resolution‟ field can also be used for supplemental information about the
resolution. This information could include reference numbers, document titles, or a more
detailed explanation of the resolution.