Global edit customer service cases
Sometimes you need to resolve multiple cases at the same time. The current global edit does not allow you to update the "Resolved by" or "Solution Notes". It would be ideal if the Global edit dialog included the fields to correctly close multiple cases.
An updated Global Edit was introduced for the Address Book, giving more control and a more intuitive interface. We have been collecting feedback to improve that and then extend it to Opportunities and Service Cases.
Alex Jardine commented
Bulk resolved cases don't always appear in case log
Katie Ryan commented
Having this would be really handy, particularly around Christmas/peak times when we have incentives within the team where whoever resolves the most contacts wins a prize. Without the 'Resolved by' or 'Solution Notes' column being updated, these cases aren't logged correctly and as a result can affect any incentive results along with our weekly stats as a whole.
Makes it harder to KPI colleagues when cases aren't updating.
John Rowley commented
Bulk resolved cases do not always appear
Angela Withers commented
Bulk resolved cases don't always appear in my case log.
Ian Straughan commented
resolved cases aren't appearing in a user's resolved cases log
Robbie Brand - Collier Pickard commented
Add Resolved By and Resolved Date to Global Edit for cases
Another scenario is:-
We get a number of cases created (could be hundreds) and they are identified as the same issue.
The issue gets a fix.
All customers with open cases and this issue will be emailed (write email to whole list of cases).
Then they are global edited to resolved.
The problem comes from doing resolved case dashboards using searches like:-
- All resolved cased this week and group the dashboard using Resolved By
I don't see a workaround for this other than manually resolving cases individually.
Caroline Robertson commented
A classic example for this is where we chase customers for confirmation to close the case. Often once the problem is resolved, clients are less than forthcoming to confirm the fix has worked. This means that after several chases, we may have a batch of cases to resolve at once, although in theory the Solution Notes should contain more than just "closed due to no response".