How to create cases through IC Webclient

Question

Dear all,
We are implementing Case Management to address customer complaints through Contact Center (IC Webclient)
I need your help to get a basic understanding on Case creation through IC WEB.
How can we assign an Owner and Processor to a Case.
What is the use of maintaing  a processor and owner? I could not find any partner function for the processor.
What is Case Hierarchy? why do we use that.
while processing an case in a browser, where the user maintain the solution?
Can I assign an attachment file to a case at the time of creation? If yes, where can I attach?
Though it sounds simple, I could not find any proper documentation. I request you to educate me in the above process to get a good understanding. I would be grateful if you can send me some documentation or links for case management.
Your help and suggestions will be highly appreciated.
Best wishes,
Raghu ram

Answer 1

Hi raghu,
follow the customizing
1.IMG>CRM>Case mgt-->define case types
2.assign the status,text,action int no.range for the case types
3.IMG>CRM>Case mgt>basic settings>determine permitted values for case atributes-->create values for categories, reasons, priorities, authorization
4.add cases and case searchhe nav bar
based on the Account/Business Partner the cases can be searched in the ICWC.
llly cases can be created in the ICWC as well.
ACses should be linked to create a heirarchy if possible
For eg: there can more than one customers calling for a similar complaint (say a traffic signal not working) so if an agent has already creted a case for it can be searched and the new call on hand of the agent can be linked to it (this is heirarchy's importance)
Case owner is the person who creates the case like a construction work is going on at a sight and there are certain complaints received from one specific area this can be mapped via a case wherein the future complaints can be linked to it and analysed.
Case processor is the engineer onsight who works on the case (he also has previous cases which he can see to get details of the issue at hand via case hierarchy)
you can attach transactions ,BPs to a case in the linked objects link of case in the ICWC.
hope this helps
Regards
Raj