Using Cases to Track Interactions

CWS operation teams have found that cases are valuable to manage daily tasks, document, issues, organize communications, and collaborate with your organization. Find a full video tutorial on cases here (video - 30 mins)

• How does it work? Cases are created:
  • A partner emails your CWS support email (optional - see notes at the end of article)
  • A supervisor requests a follow up on a time card
  • From student timecards and student support plans
  • Manually by anyone with a WSF account
• On a case you’re able to:
  • Track follow up dates, share updates, and add next steps
  • Track the case progress
  • Send emails and log calls or meetings
  • Document incidents
  • Escalate the case to get help from a CWS Director, Sales, or other WSF user in your organization
• Cases are queued and assigned the following ways:
  • Assignment to you if you are the contact owner of the incoming case
  • Emails that are sent to your support email and go to the queue (see last bullet)
  • Accepting cases in the queue or in the unassigned case will assign the case to you 
• Managing your case
  
• Case Sections
  • Under 'Case details', you have the options to adjust origin and type based on partner vs student vs other issues
  • For 'Follow Up & Next Steps' choose the date you will address this case and the latest update to manage a flow of information to the case's feed
  • Use the feed to add comments, attachments, and other info
  • Email through the case to record threads of messages to the case. If you have Einstein Inbox, additional emails will be recorded here.
  • Contact roles allow you to add "key players" on the case and identify individuals of importance
  • Change Owner allows you to reassign cases as necessary (transfers, PTO, etc.)
• Views
  • Follow ups! If you are a leader you will have your team’s cases listed here and can track responsiveness and effective management.
  • Utilize list view to pencil in notes and updates status quickly on all cases.
  • Users will only be able to close a case in the case.
• Different places to find cases
  • Contact, Accounts, Employments, and Work Study Attendance
  • Cases can also be generated in all these places too (low timecard rating as an example)
• Set up a CWS support email!
  • Create an email for your program (e.g. [email protected])
    
  • Schedule 15 minutes to configure your settings with [email protected] 
  • Upon activation, your partners will be able to email their cases in directly