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Exciting Changes to the Lithium Case portal

Khoros Staff

We are excited to announce that we are updating our existing support case portal to use the new Lithium Case Portal feature. This will be available to anyone who has access to the current case portal.  This change will be coming later this week and the changeover is expected to happen fairly  seamlessly! You can find out more information about the new case portal feature in the documentation.

 

  Screen Shot 10-09-17 at 02.36 PM.PNG

As part of the changes, there is a new module on the landing page that allows you to create a case directly from the landing page and a link to view your existing cases. The support team now has the ability to push a thread from the community directly into the case portal so unless there are privacy concerns around the content of the case, we ask that you post your question on the community first as this allows your peers to answer the questions first!


Screen Shot 10-09-17 at 02.36 PM 001.PNG

 

 

The Case Portal landing page still has a very similar layout to the existing page but the formatting has been updated to take advantage of responsive.

 

When creating a case, we removed a step to streamline the experience  - you can now choose the product when filling in the rest of the content as well as the priority compared to your other cases.

 

At least one person from each organization will be designated as a supervisor, this allows them to see all the cases their team has submitted along as well as their own. 

Screen Shot 10-09-17 at 02.38 PM.PNG

 

 

In addition to this, the supervisor has ability to request a more in-depth or urgent review of a case by providing a business justification in doing so on the Escalate Case page.

 

 

   

 

 

 

There are a couple of items that we are still adding in, but haven't finalized yet:

  • Attachments do not display; this will be fixed soon. In the mean time, if you need to include an attachment, please reply to the acknowledgement or latest case notification email and include the attachment, this will automatically add it to your case.
  • If you would like to add users in cc, please add a note in the comments module and the support team will ensure they get added.

 Let us know if you have any questions or thoughts on the new case portal in the comments below.

 

Thanks for reading!

Philippe

Director, Global Support

31 Comments
Khoros Alumni (Retired)

@danaebaldwin

 

I have checked your account and I can see you are already setup so everything on the back end is good.

 

You should be able to see your organisation's cases by going to the case portal page and then clicking on the "Case View" and then select "My Organisation's Cases"cases.png

Expert

 Maybe I'm missing an option?  I don't have the Case View drop down.  My open cases listing starts just below the screen grab here. Case_Portal_-_Lithium_Community.png

Khoros Alumni (Retired)

@danaebaldwin would you mind filing a case and we can look into this more for you.

Expert

Possible stupid question: As someone on Jive-x, I still submit cases via JiveWorks, correct?

Having said that, the search feature is a good one, and one I'm used to having. So, I'm glad that if we migrate to Lithium I'll still have it. 🙂

Khoros Staff

@ffield, yes! For the time being, you're still going to submit through JiveWorks. We'll be coordinating the transition over the next few months and you'll receive notification as to when / how that will work.  Thanks for the question though! 

@PhilippeM: Great Feature from the Lithium. It will be helpful if we have the row to add Email id's Field.

 

Thanks,

Abhishek Illindra

 

 

Maven

Hi,

 

I've noticed we can no longer CC anybody on case-updates?

That's a feature I found quite handy on the previous version, yet the new one's a lot leaner now.

 

Regards,

Ollie

Advisor

When viewing a case, the Details section is missing some important details:

  • Case title
  • Case creation date
  • Name of case creator

Please add these back to the case view

Khoros Alumni (Retired)

@SonySQE - the team are currently working on this, in the meantime please feel free to add a note in the body of the case with anyone you would like added as  cc.

 

@ttadej - I have passed your feedback to the team

 

Cheers,

Andy

Khoros Staff

The mail to cc functionality has been added to the case portal! You're now able to include any other email addresses that you would like to cc on submission.