Create a case

AI-generated summary

Genesys Cloud enables both agents and administrators to create cases through a structured workflow accessible via Menu > Workspace > Cases. The case creation process requires entering specific details: customer name, associated caseplan, case priority (defaulting to Medium), case owner (defaulting to the caseplan owner or case creator), due date for SLA compliance tracking, and intake form information. The case owner can be reassigned to any user with access to the case's division. After entering all required information, users complete the process by clicking Create Case. The platform provides additional case management capabilities including viewing and managing cases through a dedicated interface, with related resources available for agent workspace views and comprehensive case management functionality.

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:

Click Menu > Workspace > Cases.
Click Create Case.
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.
Click Create Case.

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

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Create a case

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