Welcome to the Genesys
Product Support Center

Designated Contacts and case management

1. From the Cases screen, Designated Contacts should select Show Only My Cases toggle to view cases they have opened.
   • By default, the list shows all the non-closed company cases.
2. Once toggled, a popup will be shown to set the My Cases as default landing screen in All Cases tab.
   • If desired, you can opt for this and can be reverted via app Settings.
3. You can select any case to view the case details including the case Severity Level, Case Number, Case Status, Account Name, Product Support Group, Last Modified Date and Sub-Status.
4. The case list is populated in priority categories as Critical, High, Medium and Low.
5. The cases that are in Awaiting Info and Solution Proposed status that exceeded 24 hours without response will be highlighted in order to denote that user needs to take some action on those cases.

Using the Case List screen

Filter your cases

1. Tap  More options > Filter Cases.
2. Select the filters desired.
   
3. Tap Apply.
4. To reset the filters, tap Clear Filters.
5. If you are a Designated Contact, the case list view can include all non-closed cases that your company has opened for all the end users your firm represents.

Sort your cases

The Case List also comes with Sort option that sorts the cases based on Priority and Last Modified.

1. Tap  More options > Sort By.
2. Select the desired sorting option in the next menu. 

Favorites

If you want to access some cases frequently to stay on top of them, you can use the Favorites tab to add the cases that you want as favorites.

When the case or Account Name is searched in the search bar, you can favorite the case/account by clicking on the start button present on the right-hand side against the case/account name. When a Case is added to Favorites, the case notifications subscription will be enabled.

Once an account or case is marked as favorite, it will be displayed in the My Favorites section of Account/Cases tab. You can view the case list of Favorited account or case details of Favorited case by clicking on these cards. You can add as many as 20 favorites which includes both Accounts and Cases. If you want to add a new favorite and it has reached a limit of 20, then you must remove one of the existing favorites and then add the new one. The case subject will not be shown for the cases that are GDPR restricted for the user who logs in.

When a Case or an account is removed from Favorites, the case or account notifications subscribed will also be removed. A confirmation popup will be displayed to get the user input, as displayed below.

NOTE: You may see a prompt that No Favorites are Found. The Favorites tab is empty until you begin to favorite cases.

1. Tap on the global search button and input the case number or the account you would like to favorite.
   
   • If you are the end user of the Genesys platform, then you can search for your company cases for which you have access to.
   • If you are a partner user, then you can search for an account or company cases for those you have access to.
2. To add a Favorite, tap  Favorite.
3. To remove a Favorite, tap  Remove, then tap Remove at the prompt to confirm.

Case details

You can view the details of a case by clicking on the case from the case list. The case list page contains details about the case along with the updates posted on the case. If you need more details on the case, you can click on the Expand (Downward arrow) icon to expand the details section. The bottom of the case details screen has an expandable menu indicated by a downward arrow. It has the below functionalities.

• Post updates - Post updates to a case
• Chat – Chat with the owner of the case or any available analyst if the owner is unavailable.
• Escalation – Request to escalate a case for critical attention
• Case Closure – Request to close a case.
• Call - Redirects to the Genesys Contact Us page to choose the appropriate Toll Free numbers.

You can also opt to receive notification specifically on a case by Enabling Notification on the case details screen. Whenever there is an update happening, a notification will be sent to the app.

The email updates on the case updates section will be displayed only with the subject. For viewing the entire email updates, you need to select on More Info option. This will show the entire update in separate modal window.

As a part of General Data Protection Regulation (GPDR), the PII data of the EU/EEA customers will not be accessible by Genesys US personnel. When the Genesys US personnel access the Case details screen of EU/EEA customer, the below screen will be displayed to restrict the information. The case related functionalities like Post Update, Chat, Call, Escalation and Closure will not be available for access.