Investigations in a Case
As a Remote Service Engineer (RSE), you can manage investigations to document, track, and resolve issues identified during a Case. Using the Investigation widget, you can capture Observations, identify Root Causes, and record Solutions directly within the Case. This helps maintain a complete record of diagnostic findings, supports faster case resolution, and promotes collaboration across the service team.
When a Case involves complex issues that may continue into Work Orders, the Investigation feature ensures that all findings, diagnoses, and corrective actions are recorded and linked to the relevant Installed Product.
This enables RSEs to:
• Document initial problem details and service context at the earliest stage of customer interaction.
• Provide continuity when the Case evolves into a Work Order.
• Ensure that all Observations, Root Causes, and Solutions remain associated with the correct Installed Product.
Managing investigations from a Case enables you to:
• Record diagnostic insights early in the service process: Investigations allow you to capture Observations, Root Causes, and preliminary Solutions at the Case stage, ensuring early visibility of issues and trends.
• Maintain data consistency across the service lifecycle: All Investigation data captured at the Case level remains linked to the Installed Product and can be carried forward when the Case leads to a Work Order.
• Improve collaboration and service efficiency: Other RSEs or Field Service Engineers (FSEs) working on subsequent transactions can view and update the same Investigation, reducing redundant work and improving resolution time.