Salesforce Categories and Sub-Categories for Patient Care
Guidance for picking the appropriate Support Categories/Support Sub-Categories when creating Patient Care cases in Salesforce.
Article ID: 3190
NOTE: When determining the appropriate category, use the primary reason the patient is contacting us.
Clinical Inquiry
Pressure Inquiry/Settings- Patient is inquiring about current settings or requesting to adjust settings.
- Therapy Inquiry/Concerns
- Patient is inquiring about therapy status and/or settings.
- Compliance Report/Data Inquiry
- Patient is requesting a report of their data or an interpretation of their data.
- Traveling with CPAP
- Patient is inquiring about traveling with their device, including international plugs, power needs, etc.
Escalation
- Cat 1
- See here for details
- Clinical
- Patient is escalating due to clinical issues.
- Dissatisfied w/Agent Solution
- DME Compliant
- Property Damage
- Social Media
- Privacy
- Repair Conflict/Inquiry
Feature Inquiry
- Battery Inquiry
- Data Capabilities
- Data/Events Recorded
- Data Capabilities
- Data Transmission
- Data Capabilities
- Other
- Equipment Concern
- Humidity/Climate Control
- Pressure Relief/EPR
- Ramp/AutoRamp
- Content
- SmartStart/SmartStop
myAir
- Data Inquiry
- Detailed Data Request
- Data Inquiry
- Missing Data
- Data Inquiry
- Other
- MyAir Issue
- Password Reset
- Registration Assistance
- Score Inquiry/Concern
Product Info Request
- Cleaning/Maintenance Inquiry
- Cleaning/Replacement Guidelines
- Cleaning/Maintenance Inquiry
- Third Party Cleaning Equipment
- Cleaning/Maintenance Inquiry
- Other
- Device Inquiry
- AirMini
- Device Inquiry
- AirSense 10
- Device Inquiry
- AirSense 11
- Device Inquiry
- Device Part Number
- Device Inquiry
- Device Replacement
- Device Inquiry
- Device RMA
- Device Inquiry
- Philips Recall
- Device Inquiry
- S9 Series
- Device Inquiry
- Other
- Mask Inquiry
- Full Face Mask
- Mask Inquiry
- Nasal Mask
- Mask Inquiry
- Pillows Mask
- Night Owl
- Narval
- Other Parts/Accessories
- SD Card
- Other Parts/Accessories
- Tubing
- Other Parts/Accessories
- Water Chamber
- Recycling/Disposal Inquiry
- Suppoly Shortage/Delivery Status to HME
- Recall Questions
- Donations
- Manufacturer Warranty Questions
- C2C Device
- Content
- User Guide
Product Suggestions/Complaints (Other)
- Complaint
- Mask
- Complaint
- Machine
- Complaint
- Accessory
- Complaint
- Suggestion
- Documented in Case
- Suggestion
- Email forwarded to Ideas@ResMed.com
- Privacy Questions
- Suggestion
- Other
Refer to HME
- Billing/Insurance Inquiry
- Use when patients have questions regarding their billing or insurance coverage.
- Dealer Locator Inquiry
- International Inquiry
- Dealer Locator Inquiry
- New Patient Inquiry
- Dealer Locator Inquiry
- Online Dealer Inquiry
- Dealer Locator Inquiry
- Service Issue w/Original DME
- Dealer Locator Inquiry
- Other
- Dissatisfied with current DME
- Warranty/Troubleshooting
- New Machine Request
Repairs
- Dispute Cost of Repair
- 3rd party repair centers
- DME unwilling to assist
- Out-of-Warranty Repairs
- Repair Status
Spam/Test
Other
- Article Metadata
- The following table provides management and control details about the current published version of this article.
Prepared By
Clint Rodenfels
Reviewed By
Clint Rodenfels
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
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.