1. Create a Case

New cases can be created through expereoOne or API V2.

In expereoOne, users with the appropriate permissions can create a case against the relevant service and provide the information required for Expereo to investigate the request.

Customers using API V2 can create cases through their existing integration with Expereo.

Providing complete and accurate information when creating a case helps Expereo route and investigate the request efficiently.

2. Follow the Case

Cases can be viewed in expereoOne, where users can see information such as:

• Current case status
• Case details
• Communication history
• Messages and updates
• Files and attachments
• Watchers

Customers using API V2 can use the available API functionality to integrate case information into their own systems and processes.

3. Receive Notifications

Notifications help keep you informed when there is new activity on a case.

In expereoOne, notification preferences can be managed to control the notifications you receive. Case initiators and Watchers receive applicable notifications for cases they are following.

For digital cases, email notifications inform you that activity has taken place. The case itself remains the place where the communication is managed.

4. Respond and Provide Updates

For cases managed through expereoOne, open the case and add your response directly to the case.

Customers using API V2 can use the available API functionality to interact with their cases through their integration.

For digital cases managed through expereoOne, you should not reply to the email notification. Open the case in expereoOne to respond or provide additional information.

5. Keep Others Informed

You can add Watchers to a case when other people need to stay informed about its progress.

Watchers can receive notifications about changes to the case. A Watcher does not need an expereoOne account simply to receive applicable notifications.

Users who need to actively manage or contribute to cases through expereoOne require the appropriate access.