Case Management enables the systematic handling of problems, questions, or requests from your customers.

In Robosme, each case is structured to be traceable, reportable, and linkable to sales or operational processes when needed.

Simply put:

"Customer told us something" → In Robosme, this is a Case.

Thanks to this structure:

• Requests do not get lost
• Processes are transparent
• Who, when, and how it was solved can be clearly seen

What is a Case?

A case represents a request, problem, or need communicated by a customer.

A case can be:

• A support request
• A product-related issue
• A need with potential to convert into sales

In Robosme, cases are not just "support records". When used correctly, they become the first signal of sales opportunities.

Creating a Case

To create a new case or view existing cases, navigate to the Case concept from the menu.

Creating a New Case

New button opens a form with the following required fields:

• Title: A one-sentence summary of the case
• Subject: Under which category the request will be evaluated
• Channel: Phone, email, web, etc.
• Description: Detailed request or problem description
• Company: The one submitting the request
• Contact: The person submitting the request
• Lead: The lead submitting the request

Filling in one of the Company, Contact, or Lead fields is sufficient.

Thanks to this structure, the case:

• Who it belongs to,
• Which channel it came from,
• Who will follow up on it is clarified.

Case Related Records

When creating or after creating a case, the following relationships can be established:

• Product relationship: If the request relates to a specific product, it can be linked.
• Sales relationship: A problem or request arising from an existing sale can be marked.
• FAQ (Frequently Asked Questions): Relevant content from the ready Q&A pool can be added to the case.

This approach:

• Prevents the same problem from being solved repeatedly
• Increases the speed of support teams

Case Status and Workflow

The Workflow at the top of the case form shows the current status of the case and allows it to be updated.

A case can be:

• Created as Open
• Or closed directly with Resolve & Save

Resolve & Save

If the case was resolved during the first contact:

• Select Resolve & Save.
• The case is saved as Resolved.
• The FCR (First Contact Resolution) field is automatically checked.

This is a critical metric in support performance measurements.

Case Resolution Process

The following actions can be taken on a created case:

Resolve

• Indicates that the case has been resolved.
• Resolution time is calculated.
• Who resolved it is recorded.
• The case is closed.

Convert to Sales

If the case:

• Has created a new need
• Has evolved into a sales opportunity

You can directly create a Sales record with the Convert to Sales button.

In this case:

• The information that it was converted to sales is kept on the case
• Support → sales transition becomes traceable

Canceled

In cases where the process will not continue, the case can be terminated as Canceled.

Reopening a Case

A closed or resolved case can be reactivated with the Reopen button if needed.

In this case:

• The process continues from where it left off
• All previous actions are preserved

Timeline

A Timeline is maintained for each case.

In this area:

• When the case was opened
• What status changes were made
• How it was closed

are displayed chronologically.

This way:

• "What happened to this case?" question is answered on a single screen
• Auditing and reporting becomes easier