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Persona: This set of prompts asks for general information about the case. The persona
section is asking who originated this case.
Case Reason: The case reason is the broad reasoning for the case. This section refines our
interactions into three categories. Question, Problem/Issue, Order Entry
Case Reason Detail: This field has more specific options and is needed to accurately
depict the reasoning for the case.
Case Resolution: This is the only selection that does not need to be entered at this stage in
a case.
IMPORTANT!
Case reason selections are not a substitute for
thorough notes. They are not detailed enough to
capture exactly what the nature of the case is.
The next dependent field section is product related. These fields are very self-explanatory as
they only pertain to the product you are working with. They cover product, lifting system, and
major design options.
If multiple products are discussed there is an option for multi-product which will limit the more
detailed fields that follow.
Case Info Fields
