Author a new case from the Case List

Create an Alida case manually from the Cast List page without using a rule.

1. Click the App Drawer and select Actions.
2. On the CX toolbar, click the Alida Cases tab.
3. Click New Case.
   
4. In the Case Details section, fill out the required and additional fields.

   Required	Additional
   Subject Priority Status	Type Due Date Assigned-To-Agent Description Resolution Type

5. Optional: In the Customer Information section, fill out the fields.
   • Customer FirstName
   • Customer LastName
   • Customer ID
   • Customer Email
   • Customer Phone
   • Customer Language
   • Customer Country
   • Customer Tier
   • Customer NPS®¹
   • Sparq Member ID
6. Click Save.

After the case is saved, comments can be added when you navigate back to the case. In the Comments section, type in a comment to leave in the case and click Add Comment when you are done.

On the Alida Cases page, users can:

Sort by the following options in ascending or descending order: Case Id Subject Priority Status Date Created Due Date Assigned To

Select from the following options to filter cases: All Statuses All Cases

Parent topic: Case Management

Related information

• Create an Alida Case action

¹ Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.