You can create a case both as an agent and as an administrator. This article outlines the procedure to create a case as an administrator. To view the agent workspace view of a case, see Work with cases.

To create a case, follow these steps:

1. Click Menu > Workspace > Cases. 
2. Click Create Case.
3. Enter the following details:
   • Customer: The name of the customer.
   • Caseplan: Specify the caseplan that you want to associate with the case. 
   • Case Priority: The default priority is Medium. You can update this as needed.
   • Case Owner: By default, the owner set on the caseplan. Otherwise, the user who creates the case. You can update to any other user who has access to the division of the case.
   • Due Date: Enter a due date for the case. The due date helps track SLA compliance.
   • Intake Form: Enter the intake form details. 
4. Click Create Case.

For more information about viewing the list of cases, see View and manage cases.