Create a General Question Case

A General Question case is a non-technical inquiry that is not related to a Product. The system assigns each Service Request a unique ID, always beginning with the number 9. No contract is required to submit a General Question case. Account Maintenance, Billing or Finance, and Customer Satisfaction are examples of requests not directly related to products. You should create a General Question case request to remove an employee from your contact list, for example, if the person is no longer employed with your company.

Ensure that you are logged on, then perform the following steps to create a General Question Case.

  1. Click the Cases tab.
  2. Select the Product Family by clicking on the product brand image displayed at the top.
  3. Click the Product drop-down menu and select the product. 
  4. Click the Question Category drop-down menu and select General Question.
  5. Type a description in the Subject field. This information is important because this is what displays in the Sage Customer Support Representative's Inbox.
  6. Place the cursor in the Detailed Description field and type your notes. Enter as much information as you have to ensure that the Sage Support Representative understands your request.
  7. Click the Question Category drop-down and select the category.
  8. Once finished, click the Save button.
  9. You will receive a 10-digit case request number on the next window appears.

    Note   Notes:  When the General Question Case Request confirmation message displays, you can hover over the Cases tab and select Case History to display your request(s). 


See Also
Self Service Overview
Case History Overview