Exporting Case Management Reports

Cases are a way for you to close the loop on issues their customers experience. A case is created whenever a customer requests to be contacted regarding their experience. Whether it’s a comment left on your website, complaints captured through your contact center, or issues with online ordering, you can respond in the platform to address customer issues. All conversations are tracked through the platform so you can monitor progress and see it through to the final resolution. Export your case list to review and report case data however you need. 

Prerequisites

• You have access to the smg360 reporting website
• Case Management is live for your account

Accessing a Case

• Cases can be accessed by clicking the email notification link or logging in to smg360 to view the report.

• From your home page, a “Case” link in your blue menu bar will take you to the report.

  

• If you land on the 360 dashboard, simply expand and go to Cases
  
  

Exporting a Case

List View

Cases are displayed in the list based on date and hierarchy filters, sorted by Urgency. This view lets you export multiple cases.

Export the case

1. Click Export in the top right-hand corner

   

2. Select one or more reports, depending on the level of detail you need.

3. Enter your email address to email the report(s) to yourself; you will receive an email once the reports are ready to download.

   • Case Summary Report provides a summary of all cases

   • Case Type Detail provides full case details, including comments, customer information, tags, resolution details, etc.

   • Use the date and hierarchy filters on the left if you want a different date range or hierarchy level than what is displayed by default.