Creating a case as an employee

Employees use the Cases tab in their profile to create cases and to view cases they created or that were created on their behalf by a service center user.

When a new case is created, it is automatically assigned to a service group based on the routing configuration. Initial routing is determined by the employee population, topics, and service groups defined for the case. Routing ensures that each case is routed to the service group best suited to support the employee.

The employee who creates the case can attach up to five files to help describe the issue. When viewing the case later, the employee can attach additional files and add notes. Agents working on the case can also add notes and attachments that are visible to the employee.