OC_Case Creation and Updates_03272015

Orange Crush + Related Initiatives
Training: Case Creation and Updates
Version: March 27, 2015

© 2013 ShoreTel, Inc. All rights reserved worldwide. 12/29/201512/29/2015
Content Outline
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Module: Case Creation and Updates
Training Sections
Terminology & Field Changes
Case Creation
Support Console
Case Page Layouts

Terminology Changes
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Staff will adopt industry standard terminology harmonized across all
support groups.
Retired Terminology Future Terminology*
Service Request Case
Abstract Subject
Cluster Instance
Severity Priority
Resolution Status Root Cause
Service Guarantee Service Level Agreement
*Note: externally facing website and materials may still reference old terminology. Staff should be
aware that customers may continue to use legacy terminology until all external materials are
updated.

Field Changes
As a result of the harmonized case management process, staff may see
changes to available fields and pick list values.
• End User: Staff will use the End User field to identify the company experiencing the
technical issue, request, or question.
• Account Name: For customers working directly with ShoreTel for their support, the
Account Name will be the same as the End User. When a partner has opened a
case on behalf of the customer, the Account Name field will show the partner name.
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Field Changes (cont’d)
There will be two status fields on the Case – Status and Engineering
Status.
• Status: Current state of troubleshooting the End User’s issue. Sub Status fields
previously used among Premises support flows are absorbed into Status.
• Engineering Status: Current state of Engineering’s troubleshooting the associated
defect/MRT. Only used once Engineering has been engaged to resolve a defect
associated with the case.
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Status Harmonization
Status values have been unified across the
support groups, including the values below:
• Work in Progress: Encompasses
Assigned, Scheduled
• Pending Review: Indicates Case Owner
has changed based on escalation
• Escalation Returned: Case returned to
previous owner
• Monitoring: Believe issue to be resolved,
awaiting customer feedback (auto-emails)
• Waiting on Customer: Requested
information from customer (auto-emails)

• Priority: Priority values now reflect the harmonized list below
• Phase: Indicates the End User’s current deployment status:
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Priority Meaning
P1
Emergency issues impact an entire location or have a serious adverse
effect on the client's business.
P2
Undesirable unexpected behaviors affecting a significant portion of the
system users.
P3 Low impact with undesirable / unexpected behaviors
Phase Meaning
Install
The system is not fully installed and/or the customer is adding something
new to their environment.
Evaluation Sales/Partner is negotiating a new sell using a demo system
Live System In production
Relevant Phases
The majority of cases will be for Phase = Live System. In fact, when creating a
new case, Phase will default to that value.

• Commit Date: Staff can set a deadline for case to auto-close if no
further action is taken by the Case Owner or customer/partner
• Root Cause: At the point of resolution, staff will indicate the perceived
cause of the inquiry with ShoreTel. The Root Cause values have been
harmonized across deployment types.
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Using Commit Date
When the Commit date is set, staff will be
prompted to enter temporary Root Cause and
Resolution values in the case of an auto close
Relevant Root Cause Values
Details of our harmonized Root Cause values will be
covered during our module on case closure

• Active Service Agreement: Field that identifies the type of support ShoreTel
provides the customer.
– Legacy Cloud/CLOUD customers have a “Direct” service agreement with
ShoreTel as part of their monthly billing.
– ONSITE customers’ service agreements vary based on whether ShoreTel or
the partner provide initial support.
• Service Agreement for Case: Service Agreement at the time the case was created
• Support Option: Variation of Service Agreement that allows other contacts beyond
the standard agreement to create a case for the customer
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Where does this data come from?
The Active Service Agreement is pulled from
the End User’s account page. These fields will
be read-only on the case.

Version and Build reference the release of software the End User is on.
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Version and Build
Since Version and Build are managed at the instance level for our Cloud
customers, this information is not required when working a case for Legacy
Cloud, Cloud, Private Cloud, or HYBRID Site Survivability Customer Types
These fields are required for ONSITE, HYBRID Apps, and HYBRID Sites
Customer Types
Feature and Sub-Feature reference the component of the ShoreTel
architecture that is experiencing an issue.
Feature and Sub Feature
Provides greater level of granularity into the product grouping.
Note: If users select T1 or Router, there is not an applicable Sub Feature

Paths for Case Creation
When our unified Salesforce goes live, there will be four ways that
cases can be created:
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Staff create in Salesforce
Customer via the Support Site
Customer via ‘?’ Button
Customer via Email-to-Case
Follows existing Sky
Support processes
Case attributes will
route case to the
appropriate support
group

Steps To: Create Case in Salesforce
Our unified case management process requires case creation from the
account page.
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1 You can quickly access the account page by using global search to query for a
contact’s phone number, email address, or Account Name.
Global Search
The global search queries
across all records, so the more
specific the search, the more
targeted your results.

Steps To: Create Case in Salesforce (cont’d)
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2 From the account page, click the Create Case button.
Why from the Account?
By creating a case from the account, the case will
reflect the correct Active Service Agreement (e.g.,
Direct, Partner Support, etc.) and ensure staff can
choose from the correct list of potential case contacts.
End Customer Cases
Staff can access the End
Customer’s Cases related list
for quick access to trends in
previous cases

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3 The Case Creation page will auto-populate End User based on the originating
Account page. Required fields are highlighted below.
Default Fields at Case Creation
The fields below will auto-populate with default fields unless
altered by the support rep:
• Priority: P3
• Version: Not Applicable (note: Build value is dependent on
Version, but is not auto-populated)
• Phase: Live System

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4 Values in Case Reason and Sub Reason have been harmonized across
deployment models. The selection made in Case Reason/ Sub Reason will drive
the resulting page layout for the case.
Case Reasons
Staff will see Case Reason values to support all deployment models,
including non-technical inquiries. Onsite staff will continue to use
Case Reason = Problem for the majority of their cases.
Sub Reasons
Sub Reason values have been
harmonized across deployment
models. As a result, staff may
see some new values that are
not relevant to their work
processes. Continue business as
usual unless directed otherwise.

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5 The Authorize Contact Information section is a read-only indication of what
contacts are “authorized” to create a case on behalf of the End User. This is
based on the Active Service Agreement with that account.
Authorized Contacts
Legacy Cloud customers will continue to be supported as
they are today, in that any contact is authorized to open a
case. Support staff working cases for Legacy
Cloud/Cloud customers can disregard this section
Onsite customers will continue to be supported as they are
today, in that Active Service Agreement drives what
contacts are authorized to create cases.

© 2013 ShoreTel, Inc. All rights reserved worldwide. 12/29/201512/29/2015 18
Side tab allows staff to
quickly access account,
contact, and case
interactions data without
drilling down into the case
Quick reference to case data at the top of
the layout, include the Subject, Status,
Priority and Case Origin
Easy access to Case Related List data
allows staff to quickly jump to different
sections of the case
Details View
When viewing a case from the Support Console view, the Details View
provides detailed data about the customer’s reported issue.

Feed View
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Summary view of
case updates both
from Salesforce and
the Support Site
Post a comment, Chatter, or
send an email
View status of the
current SLA
milestone
Side tab remains accessible
from the Feed View as well.
The “Feed View” provides summary of case activity, including timeline
to meet case SLA.

Our harmonized Case Management process results in the following
case page layouts based on the record type.
Case Page Layouts
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Record Types Purpose
Billing Issues related to invoicing of CLOUD services
Inventory Shipping and management of CLOUD hardware
MACD Move, Add, Change, Delete
Outage Any event that has a wide-scale impact on customer services
Problem Technical problem
RMA Request Returned Merchandise request from ONSITE customer
Triage Pending assignment to support queue
Harmonization
Harmonization efforts focused on the Problem and Outage
page layouts. Other page should remain largely unchanged.

Billing Record Type
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Billing Dispute, Credit, and Contracts
The Billing page layout contains unique fields
related to the dispute, credits (if necessary)
and the contracts object.

MACD Page Layout
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MACD Page Layout
MACD page layout is streamlined
to the basic information related to
the account and the Move, Add,
Change, and Disconnect.

Question Page Layout
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Question Page Layout
Like MACD, the Question page
layout is streamlined to basic
information.

Outage Page Layout
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Outage Page Layout
The Outage page layout has been
harmonized for technical resolution
across deployment models, so staff
may see some new fields

Problem Page Layout
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Problem Page Layout
The Problem page layout was
the focus of harmonization. Staff
will see additional required fields
to help staff across deployment
models more accurately
troubleshoot the technical issue.
Parent/Children
Cases
Populating the Parent
Case field links the
case to a Master
Case.
By clicking the
Children Cases
button, you will
access a report of all
Child Cases linked to
the Master Case.

OC_Case Creation and Updates_03272015

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