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Creating Cases in Salesforce

Salesforce cases must be created for every call taken in ReSupply (both 1.x and 2.x).  There are two primary ways to create a case outlined below - when we have a patient account and when we do not.

For a guide on what categories/sub-categories you should use when creating your case, see this article.

When a Patient account Exists 

  1. After searching a patient in Salesforce, we will have the ability to create a case by clicking on the New Case button in the Cases section.
  2. On the next screen, choose ReSupply from the drop-down menu and click Continue. The next screen is where you will provide details on your call – pick the closest option from each drop-down that reflects what happened during your call.  
  1. There are some drop-downs that have to be selected specific ways:
  • Support Offering – This drop-down will vary depending on what queue the call came in from. For patients located in Resupply 2.0, choose RRS 2.0 and for most patients located in Resupply 1.0 choose RRS 1.0. For any patients whose call is coming in via a Live Transfer Protocol (LTP), we need to select Live Transfer. For more information about LTP, see this article.
  • Saved Reason – If you provided patients with information or options that prevented them from opting out from the Resupply system, pick the method that you used. If you were unable to change the patient’s mind, select No Save. For any call where the topic never came up select N/A. 
  • Status – For all inbound calls, you should select Closed. For email cases, you should only select Closed - No Action if you do not need to send an email to resolve the patient's concern, otherwise, you should select Closed for all other cases.
  • Is this a complaint? – If a patient says anything negative about a ResMed product during a call, this drop-down should be changed to Yes and the details of the complaint should be listed in the description field down below.

If you choose Closed - No Action... 

any responses to these cases will not be linked to the original case, so it is important to only use this Status if there is no chance there will be any follow-up.

  1. The Subject field should be a short description of what happened during the call (see below for some examples). If someone is reviewing your case, they should be able to read the Subject line and understand what the call was for. Think of the Subject field like a newspaper headline - it should be short, but descriptive! The Description field is where you should document in more detail why the patient called in, what resolution you provided, and any expectations you set with the patient. 
  2. Once you have filled out all of the required fields, click the Save button and your case will be created. If any information is missing, Salesforce will not create the case and ask you to fill out the required fields. 

When a Patient Account Doesn't Exist

  1. If we do not have patient information to search in Salesforce (or if we are creating a new patient for an HME), we still have to create a new case. To do this, first click on Cases in the upper left-hand corner of your Salesforce screen, then click on the New Case button.
  1. From here, follow steps 2-5 above with one small change: If we know which HME the patient is with, associate the HME with the case. To do this, search for the HME in the HME Account field. Aside from this difference, complete the steps as outlined above. 

 

Subject examples

Support category; Subcategory Poor example Great example
Declined sale; Other Declined Sale On vacation
Declined sale; P/U at Local Declined sale; P/U at Local  Prefers local branch
Declined sale; Not interested CSR Encounter - no Pt may call us back for supplies, once she figures out what she needs
Opt out; Changed HME Changed HME Pt has moved out of state
Refer to HME; Clinical Clinical Prescription related
Refer to HME; Order/item cancellation Order cancellation Already ordered locally

 

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