Create a ReSupply or Patient Care Salesforce Case

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Guidelines for the Patient Care and ResMed ReSupply support teams on creating Salesforce cases.

Article ID: 784

Salesforce cases must be created for EVERY call taken in ReSupply and Patient Care. This article will help guide you through this process.

Patient Account Exists (ReSupply Only)

Search a patient in Salesforce using one of the following search parameters.

Patient phone number(s) (No spaces, dashes or special characters)
Patient email address
Patient name (first and last or last, first)

After locating a patient in Salesforce, create a case by clicking on the New Case button in the Cases section.

Choose ReSupply from the drop-down menu and click Continue.

Support Category

For more details on these sections, see Salesforce Categories and Sub-Categories (ReSupply) (ID: 1082).

Account Management - Use when the patient's issue involves updating account information, providing patient portal assistance or providing HME information.
Call Back
Dead-Air
Declined Sale
Escalation
Opt-Out
Refer to HME
Sales Order
Vmail/Email - no action required
Other

Support Sub-Category

This category will have different options based on the selected Support Category. For more details on these sections click here.

Saved Reason

If you provided patients with information or options that prevented them from opting out from the Resupply system, choose the method 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

All inbound calls are required to be 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 MUST select Closed for all cases. This will allow the case to be Reopened if there is a response to an email sent from the case, rather than created an additional case/interaction.

Subject

The Subject field should be a short description of what happened during the call (see the table below for examples). When reviewing a case, the Subject should help understand what the call was regarding. Think of the Subject field like a newspaper headline - be short, but descriptive!

Subject examples better examples:

Support category; Subcategory	Poor example	Great example
Declined sale; Cost	Declined Sale	Checking with insurance on out of pocket expenses
Declined sale; P/U at Local	Declined sale; P/U at Local	Prefers local branch
Declined sale; Pending Follow Up	Decline Sale	Waiting on follow up with doctor
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

Description

This is where you document a summary explaining why the patient called, the resolution provided, and any expectations set with the patient.

Save

Once you have filled out all of the required fields, click Save and to complete the case created. If any necessary information is missing, Salesforce will not create the case and ask you to fill out the required fields.

Patient Account Does Not Exist (ReSupply and Patient Care)

When the patient cannot be located in Salesforce (ReSupply) or no patient information is required (Patient Care), it is still REQUIRED to create a new case. To create a new case, follow these steps.

Click on New Case in the upper left-hand corner of your Salesforce screen.

ReSupply

Choose ReSupply from the drop-down menu, based on the interaction type, and click Continue.

Click the Magnifying Glass to locate the correct HME and link it to the case.

In the pop up window, enter the HME name in the search bar, and click Go to search.

Double click on the correct HME name from the search results to populate it into the case.

Patient Care

Choose Patient from the drop-down menu, based on the interaction type, and click Continue.

Patient Care Salesforce Categorization

Choose the most appropriate Category from the drop-down menu.

Clinical Inquiry

Subcategory 1

Pressure Inquiry/Settings

Therapy Inquiry/Concerns

Compliance Report/Data Inquiry

Refer to DME/HME

Subcategory 1	Subcategory 2
Billing/Insurance Inquiry
Non-CPAP Related Supply Inquiry
Shipment Inquiry
Dealer Locator Inquiry >>>	International Inquiry
	New Patient Inquiry
	Online Dealer Inquiry
	Service Issue w/ Original DME
Financial Assistance Inquiry
Resupply Inquiry >>>	New Supplies Request
Resupply Inquiry >>>	Order Status Inquiry
Warranty Inquiry

myAir

Subcategory 1	Subcategory 2
Data Inquiry/Issue >>>	Detailed Data Request (Refer to HME)
	Missing Data
	Other
myAir App Inquiry
myAir Website Inquiry
Password Reset
Registration Assistance
Score Inquiry/Concern

Narval

Subcategory 1	Subcategory 2
Purchase Inquiry
Existing User Support Inquiry >>>	Replacement Rods
	Warranty Support
	Other

Product Info Request

Subcategory 1	Subcategory 2
Cleaning/Maintenance Inquiry >>>	Cleaning/Replacement Guidelines
Cleaning/Maintenance Inquiry >>>	Third Party Cleaning Equipment
Device Inquiry >>>	AirSense 10
	AirSense 11
	S9 Series
	S8 Series
	Humidifier
	Other
Mask Inquiry >>>	Full Face Mask
	Nasal Mask
	Pillows Mask
	Other
Other Parts/Accessories Inquiry >>>	Chin Strap
	Filter
	SD Card
	Tubing (ClimateLine)
	Tubing (SlimLine or Standard)
	Water Chamber
Recycling/Disposal Inquiry
User Guide

Product Suggestions/Complaints

Subcategory 1

Subcategory 2

Complaint	PER Form Completed
Suggestion >>>	Documented in Case
Suggestion >>>	Email forwarded to Ideas@ResMed.com

Spam/Test

Use when you receive a spam or test email.

Features Inquiry

Subcategory 1

Subcategory 2

Battery Inquiry
Data Capabilities >>>	Data/Events Recorded
Data Capabilities >>>	Data Transmission
Equipment Concern (Non Complaint)
Humidity/ClimateControl
Pressure Relief/EPR
Ramp/AutoRamp
SmartStart/Stop

Other

Use ONLY when you are not able to fit your call into one of the above categories. When using Other, you MUST use a MEANINGFUL SUBJECT line, as well as the description field to document the call.

The Subject field should be a short description of what happened during the call. When reviewing a case, the Subject should help understand what the call was regarding. Think of the Subject field like a newspaper headline - be short, but descriptive!

The Description field is where you can add more details regarding the call if necessary.

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 Clarke
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
11 March 2024	Add Summary, Process Owner, SME, DAC. Change title. Change Article Type from Topic to Reference. Minor revisions for clarity. Update format to the current standard. (K00384)
11 October 2018	Initial publication. All new content.