Salesforce Categories and Sub-Categories for Patient Care

Astral FSN

Only about Field Safety Notice. HME's being transferred with Astral questions will be category Transfer-Respiratory Care

Clinical Inquiry

Subcategories: 

• Compliance Report/Data Inquiry

• Pressure Inquiry/Settings

• Therapy Inquiry/Concerns

Dead-Air

Escalation

Subcategories: 

• BBB

• Cat 1

• Clinical

• Dissatisfied w/Agent Solution

• DME Complaint

• Ethics Point & One Trust

• Privacy

Features Inquiry

Subcategories: 

• Battery Inquiry: Anything related to the RSP2, inquiry of battery for AirSense/AirCurve 11/10, AirMini

• Data Capabilities:

  • Data/ Events Recorded: Questions about data on device, recording internally for 365 days or SD card usage-not realted to myAir

  • Data Transmission: Questions about cellular signal or wifi

• Equipment Concern (Non Complaint): Anything explained as a hypothetical situation where the device MIGHT be causing a problem

• Humidity/ClimateControl: Use for questions only, not when its related to troubleshooting this feature

• Pressure Relief/EPR: Use for questions only, not when its related to troubleshooting this feature

• Ramp/AutoRamp: Use for questions only, not when its related to troubleshooting this feature

• SmartStart/Stop: Use for questions only, not when its related to troubleshooting this feature

Mask FSN

Subcategories: 

• Complaint

  • Mask: Any concerns about replacing a mask with magnets for a contraindicated patient

• Inquiry

MyAir

Subcategories: 

• C2C Device

• Data Inquiry/Issue

  • Detailed Data Request (Refer to HME): Inquiries about getting more data than what the app displays - refer to HME for full compliance report

  • Missing Data: Why is data missing or doesn’t match what is on the device. Use during known data outages.

  • Other

• myAir App Inquiry: App not loading/working/error message; Questions about features, such as Health Connect, connecting with a smartwatch

• myAir Website Inquiry

• Password Reset

• Registration Assistance: User is having trouble registering or is already registered and selecting the wrong option at Sign In

• Score Inquiry/Concern

Narval

Subcategories: 

• Existing User Support Inquiry

  • Warranty Support

• Purchase Inquiry

Other

Questions about competators device/masks/apps/Employee verification/HR requests/Kontor.

Product Info Request

Subcategories: 

• Cleaning/Maintenance Inquiry

  • Cleaning/Replacement Guidelines: Providing general cleaning instructions

  • Other

  • Third Party Cleaning Equipment: Such as SoClean, oZone cleaners, UV light cleaning

• Device Inquiry

  • AirCurve: Looking for specific part numbers or features of the device. Example, "How do I change the time zone on my device?"

  • AirMini

  • AirSense 10

  • AirSense 11

  • Other

  • S9 Series: Discontinued product, use if they are looking for new parts/support - changing from s9 to new device would fall under ref to hme, new machine

• Donations: Refer to their hme, SleepApnea.Org, etc

• Mask Inquiry

  • Full Face Mask: Use then they are looking for Part Numbers or general functionality of mask

  • Nasal Mask

  • Other

  • Pillows Mask

• Night Owl: Include details of issue/request and if t was refered back to HME or email support (nightowlsupport@resmed.com)

• Other Parts/Accessories Inquiry

  • Filter

  • Other

  • SD Card

  • Tubing

  • Water Chamber

• Recall Questions: Example, "My HME said the AS10 for her has been recalled, is this true"?"

• Recycling/Disposal Inquiry

• Travel: Questions about travelling with CPAP/AirMini/FAA travel Letter

• User Guide

Product Suggestions/Complaints (Other)

• Complaint

  • Accessory: For use whenever a PER is filed

  • Machine: For use whenever a PER is filed

  • Mask: For use whenever a PER is filed

• Privacy Questions

• Suggestion

  • Documented in Case

  • Other

Refer to HME

• Billing/Insurance Inquiry

• Dealer Locator Inquiry

  • International Inquiry

  • New Patient Inquiry

  • Other

• Dissatisfied with current DME

• Financial Assistance Inquiry: Can be used if you refer to SleepApnea.org

• New Machine Request

• Non-CPAP Related Supply Inquiry: Any products not related to CPAP, such as wheelchairs, oxygen, Kontor

• Resupply Inquiry

  • New Supplies Request: For use when patients think we are their HME

  • Other: If a patient claims they have received wrong items, asking for insurance eligbility timelines

• Warranty Inquiry: Extended warranty and andything not under exisiting warranty

• Warranty/ Troubleshooting: Include in notes what device/mask/part is being discussed

Repairs

• Dispute Cost of Repair

• DME unwilling to assist

• OOW Repairs

• Repair Status

SPAM/Test

Transfer

• Other: Anything else for Customer Care, Resmed eShop

• Respiratory Care: For Ventaltor help only - no patients

• RMA: Customer Care - Return Merchandise Authorization

• ROS: Customer Care - Resmed Online Store ordering

• Technical Care: Software support and troubleshooting

Patient Care SFDC Case Logic Status

• Normal call completed - Closed

• PER Submission- Awaiting information. Received PER SR - Closed

• Escalation- In Progress

• Patient Care Email- Closed

Article Metadata

The following table provides management and control details about the current published version of this article.
 

Prepared By	Hannah Vincent
Reviewed By	Hannah Vincent
Process Owner	Diane Clark
Subject Matter Expert	Nader Omar
Visibility	Internal - ACE
Revision Workflow	Standard
Archive Date
DAC	DAC1

 

Revision History

The following table summarizes changes for each published version of this article.
 

Date	Changes
26 June 2025	Added SFDC Case Logic status codes. (K01984)
14 May 2025	Updated categories and sub-categories. (K01889)
4 March 2024	Add tags: patient care, categories. Add audience banner. (K00312)
29 August 2023	Changed article type from Topic to Reference. Add standard header and footer control elements. Revised title.
16 dec 2020	Initial publication. All new content.