0
2.2.1
Australia, Zurich
Standalone Application
The RMA Case application enables organisations to manage and triage return cases for customer products and services. RMA case streamlines handling of product returns and related requests, ensuring only eligible products can be processed. It provides a structured, efficient way for agents to manage cases, drives higher CSAT with faster returns and enhances the customer experience through timely updates and clear communication.
- Data Model Changes
- The RMA Case table has extends the Case table.
- The RMA Case Line table extends the Case Line table.
- Roles and Permissions
- A new role, RMA Agent, has been established to enable read, write, update, and delete actions on the RMA Case and RMA Case Line tables.
- Additional granular roles have been created for creating, reading, writing, and deleting RMA Cases and RMA Case Lines.
- Agent Experience
- A dedicated navigation menu for RMA Cases has been added.
- A horizontal playbook experience is now available in the CSM/FSM Agent Experience workspace, providing multiple stages for case resolution.
- Customer Experience
- Not applicable.
- New
- Agents can now initiate RMA cases directly from Sold Product records. The RMA Case form supports Sold Product as a source, enabling agents to select and process returns, exchanges, repairs, or upgrades tied to original sales transactions.
- Changed
- RMA playbook stages now display list views dynamically based on the Requested Source field.The Add case lines, Propose issue solutions, and resolve case stages fetch and display views according to the selected source, improving workflow flexibility and accuracy.
- Fixed:
- None
- Removed:
- None
Required plugins and products
- Customer Service Install Base Characteristics (com.snc.install_base_characteristics)
- Entitlements Verification(com.sn_ent_verify)
- Case Lines (com.sn_case_line)
- Lead to Cash Core (com.snc.l2c_core)