The document provides an overview of Engage121's customer care capabilities including case creation, management, and reporting. Key features highlighted include: 1) Aggregating customer feedback from multiple social and digital channels. 2) Creating cases from customer posts to track responses and assign follow up tasks. 3) Comprehensive case management dashboard to track case details, responses, history, and status over time. 4) Reporting on case outcomes and response times to improve performance.

1. Engage121
Customer
Care

2. Customer Care: Table of Contents
Content
Case Creation
Case Management
Case Reporting
1
2
3
4

3. Customer Care: Content
1
The Broadest Range of Content
Engage121 aggregates content from all channels where your
customers are speaking, including:
- social platforms,
- blogs,
- RSS feeds,
- over forty rating and review sites,
- email and
- cutting-edge FANlets, positioned where your customers are
most likely to provide the feedback you require.
All delivering one of the most comprehensive socially powered
Customer Care capabilities available today.

4. Customer Care: Case Creation
2The Engage121 Case Creation feature gives you the ability to
capture customer concerns in real-time, allowing you to provide
immediate response service.

5. Customer Care: Case Creation
2
Once you’ve identified a post you would
like to follow up on, create a case by
clicking the Cases button.
Assigning a case can generate an email alert and will
add a task to the user’s Planner.
Cases can be used to assign responses to other co-
workers, keep track of responses to specific cases over
time, and to make sure problems are resolved.

6. Customer Care: Case Creation
2
Email a case to a colleague.
Email includes case history and option to add
attachments.
Responses are automatically attached to the case.

7. Customer Care: Case Creation
2
Custom Fields now appear when
you click the yellow arrows in the
case details section.
Add custom case fields.

8. Customer Care: Case Management
3
Case Details keep track of the
case subject, customer
information, priority, current
case status (including custom
statuses), and who the case is
assigned to.
Respond looks at past responses,
notes on the case, and the
original case post.
Reporting analyzes your
response time and results.
My Cases is a queue of all
current and past cases.
Pull up cases by clicking on the blue eye or
case name. If the eye is red that means there is
new activity on the case that has not been
viewed.
Engage121 provides a dedicated Customer Care dashboard that enables
comprehensive case management across time zones and product teams
responsible for varying levels of Customer Care within your organization.

9. Customer Care: Case Management
3
Auto-created cases from email
addresses
Connect a support email account through
IMAP and have Engage121 automatically
create a case from any incoming email.
Export your cases.

10. Customer Care: Case Management
3
All changes made to a case
are logged in case history.
Status/assignment changes, etc. You
can also receive notifications when
there is new activity on a case.

11. Customer Care: Case Management
3
Engage directly through
the case management
window; so
communication can
occur in-stream.

12. Customer Care: Case Management
Case list filtering
options:
– All/Mine, Open/Closed, Tags,
Assigned to, Company, Priority,
Status, Keywords, Origin.
You may Save the filter by
naming it in Save Filter.
3

13. Customer Care: Case Management
3
Create and manage your
custom defined fields and
statuses here.
Admin users only.
Custom Fields managed in
Account Tab > Profile

14. Customer Care: Case Management
Access your cases
anytime, from anywhere
in Engage121 by clicking
the cases icon in the
upper right.
3

15. Customer Care: Case Reporting
4
Some details include the
ability to show the results
of case outcomes and
response timing… giving
users the information they
need to improve
performance and report
back to management.
Engage121 makes it possible to review and assess your social
customer service efforts, both on a user basis and in the aggregate.