Once a case is created, you then need a way to deal with that case.

Here's a breakdown of how you would typically deal with a case in an ideal customer service process:

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• Assign & Verify - the first thing your customer service process should do, at this point, is to assign the case to the appropriate customer service representative. This is typically done by categorizing the cases by some set of predetermined criteria and determining which customer service representative is best suited to handle the case.
• Identify Solution - next, your customer service representative will then need to find the appropriate solution. In an ideal setup the customer service representative would have the ability to search a database of possible solutions.
• Deliver Solution - once identified, your customer service representative will need to somehow deliver the solution.
• Rework the Case - if the solution fails, the case is automatically rerouted back to the "Identify Solution" stage.
• Escalate & Reassign Case - if the case hits a certain threshold, it should then be escalated to the next level and reassigned to the appropriate customer service representative.
• Close the Case - once the case has been resolved, the data collected should be used to help improve the customer service process.