Review/Update a case

Once you have located the case you wish to update, you can add the case activity ‘Customer Comment’.

1. Click the “Add Case Activity” button .
2. Add as much detail as possible with regard to the issue to ensure a quick resolution.
3. As you see below, to help troubleshoot, you can also add Patient Health Information. Do this only if it will help in the troubleshooting process. Information entered in this field will only be visible to authorized Philips personnel.
4. Click the “Save” button once you have completed the description and/or Patient Health Information.
   

Example of how a Customer Comment appears on the Case Details screen

Add attachments to the case

You can add attachments during the case creation/update case process, so that you can elaborate and show your issue in more detail.

1. Once you have located the case you can add attachment/s File Upload tab.
2. You are then asked to accept conditions
   

3. If accepted, please add comments to the attached file

4. You can select one or more files from your computer to be uploaded

5. Once selected click the ‘Done’ button

The system will accept avi, .csv, .doc, .docx, .hevc, .jpeg, .jpg, .log, .mov, .mp4, .pdf, .png, .ppt, .pptx, .qt, .txt, .wmv, .xls, .xlsx files with a maximum file size of 5MB.

Example of how an attachment appears on the Case Details screen in the File Upload tab

Case Tracking

The Case Tracking tab on Case Details page allows you to view information about the status of the incident case. The current status, actions taken in the past and further steps are displayed chronogically, the most recent items on top.

Here you can find insight on:

• Remote Intervention
• Dispatch of Engineer
• Onsite Intervention
• Bench Repair
• Parts Order

Track the status of your parts orders

If a part is ordered, you will see this information in the Case Tracking tab. You will be able to track the status and information of the ordered part. When the part is sent, the tracking URL will be automatically added. This allows you to track your delivery.