Creating A Case : How to Create a Case in Graco SalesForce

Step 1.  Once you have answered the phone call.
 - Highlight the phone number by clicking on the phone number and holding the mouse button down while dragging across the phone number.
 - Press and hold the the "Ctrl" key down and while holding down the "Ctrl" key press the "C" key, then release both keys.
 - Place the mouse cursor in the search field.
 - Press and hold the "Ctrl" key and while holding the "Ctrl" key down press the "V" key, then release both keys.
 - This will copy and paste the phone number into the search bar. 

Step 2. Click the "Search" button
 - If a contact is found, then click on the "Log Call" button next to the name.
 - If no contact is found, click on the "Log Call" button that is next to "Homecenter NA (Magnum/T...")

Step 3. Start the Call Tracking Process.
 - Enter the "First Name" if not already there.
 - Ener the "Last Name" if not already there, if they don’t want to give it to you, You can use ---, or ___, or *** as the last name.
 - Enter the "Subject" this is the reason why they called for assistance.
 - Enter "Comments", this is what YOU told them to do and the result after they did what you told them to do.
 - Select the "Business Unit" this will always be CED Home Center.
 - Select the correct "Call Reason".
 - Select a "Call Sub-reason" if prompted.
 - Enter the product "Part Number", this is the part number of the sprayer that they are calling about.
 - Enter the "Serial Number".
 - Enter the "Date Series Code".
 - Click the "Log a Call" button.

Step 4. Create a case to escalate the call to Graco for further troubleshooting. 
 - Click the "Create Case" button

Step 5. Escalate the call to Graco
 - Click the "Create Case" button that is in the popup window.

The case is automatically sent to Graco Tech assisstance.

Tell the customer that a tier two technician will contact them the next business day.

Step 6. Get ready for the next call
 - Click the "Home" button.