AcostaCaseTracker

TRIGGERS
CREATED DATE

MonthDayYear
Date
CURRENT DATE

MonthDayYear
Date
UPDATED
STORE PHONE
Format: (000) 000-0000.
ESCALATED DATE

MonthDayYear
CASE STATUS
CREATOR
CREATOR EMAIL
CREATOR PROFILE
EDITOR
EDITOR EMAIL
EDITOR PROFILE
VIEWER
VIEWER EMAIL
VIEWER PROFILE
CLIENT
CHAIN
AM NAME
AM EMAIL
MM NAME
MM EMAIL
DIR NAME
DIR EMAIL
EMAIL TRACKER
EMAIL CASE UPDATES
PIPE
CASE {caseNumber} | {caseStatus}
OPENED BY {creator} | {createdDate}
DUE IN {daysRemaining} DAY(S)
CHAIN {chain} | CLIENT {client} | UPDATED {editor} {updated}
STORE
ACCOUNT MANAGER: {amName} | MARKET MANAGER: {mmName} | DIRECTOR: {dirName}
CVS ENABLE
CASE DETAILS
{caseType}
CONTACT TYPE
CONTACT DETAIL
CONTACT NUMBER
Format: (000) 000-0000.
CONTACT EMAIL
CASE TYPE
SERVICE ISSUES

Other
FIXTURE/PRODUCT

Other
REP SUPPORT
360

Other
CUSTOMER

Other
DEDICATED SUPPORT TEAMS

Other
RETAILER/CLIENT APPS

Other
SERVICE ORDER

Other
FULFILLMENT REQUIRED?
MISSING POG/LABELS DETAILS
TRAINING

OTHER
AskHR

OTHER
AskIT

OTHER
CVS DETAILS {pipe} {cvsCategory}
CVS CALLER TYPE
CVS CALL CATEGORY
CVS AM STORE FOLLOW UP
CVS ORIGINAL SO REPORTING
CVS MANAGER SIGN-OFF
CVS PHOTO ACCURACY
CVS ALLOCATED TIME
CVS REPORTED TIME
RESOLUTION DETAIL {pipe} {caseStatus}
PRIORITY
LOW | COACHING
- Client Account Manager adds notes to next continuity service.
- Field Operations Manager coaches the rep.
MEDIUM | 5 DAYS
- Client Account Manager creates service order. Service order must have rep instructions and service order questions specific to the case topic.
- Field Operations Manager provides action plan to resolve case.
  mance).
HIGH | 24/48 HOURS
- Client Account Manager creates service order. Service order must have rep instructions and service order questions specific to the case topic.
- Field Operations Manager calls store manager and aligns on action plan to resolve case.
DEADLINE DATE

MonthDayYear
DAYS REMAINING
CLIENT OPS JOB WRITER NAME
CLIENT OPS EMAIL
CLIENT OPS ESCALATION EMAIL
ASSOCIATED JOB TITLE
ASSOCIATED JOB #
ASSOCIATED ACTION DESCRIPTION
ASSOCIATED ACTION ID
ASSOCIATED SOID #
SOID DATE REPORTED

MonthDayYear
ASSOCIATED REP
ASSOCIATED REP ID
CREATOR NOTES
7/2/26 - FS: We need this to happen
{creator} / {profile}
FIELD OPS NOTES
7/2/26 - HS: I am sending a rep to the store tomorrow
{amName} | Area Manager
MM/DIR NOTES
Only shown to all if MM/DIR adds comments, enabled for entry only based on profile
LAST UPDATE: {editor} {updated}
CASE FILES

Cancelof
FIELD OPS FILES

Cancelof
FILE TYPES:
pdf, doc, docx, xls, xlsx, csv, txt, rtf, html, zip, jpg, jpeg, png, gif, pptx, avi, wav
CASE PHOTO MARKUP?
CASE MARKUP PHOTO 1
CASE MARKUP PHOTO 2
CASE MARKUP PHOTO 3
FIELD OPS STATUS {pipe} {opsStatus}
CASE ACKNOWLEDGEMENT
DATE AFFIRMED

MonthDayYear
OPS STATUS
REQUEST DEADLINE EXTENSION?
REQUESTED EXTENDED DATE

MonthDayYear
The current deadline is {deadlineDate}.
Requesting {extendCalc} additional day(s)
{creator} will be emailed this request
Extend Calc
AUTO CLOSED?
REVISIT DETAILS
REVISIT JOB TITLE
REVISIT JOB #
REVISIT SOID #
REVISIT DATE ISSUED

MonthDayYear
REVISIT DATE EXECUTED

MonthDayYear
REVISIT REP NAME / ID
REVISIT PHOTO(S)
REVISIT PHOTO 1
REVISIT PHOTO 2
REVISIT PHOTO 3
REMINDER
UPDATE ALL NOTES WHEN MAKING CHANGES
360 REP INTEGRATION
REPID
NUMERIC / UP TO 10
REP FIRST
REP LAST
REP PHONE
MOBILE
REP PHONE
HOME
REP EMAIL
REP MGMT GROUP
REP AM
REP MM
REP DIR
ACTIVE?
PRIMARY ADDRESS
360 JOBS INTEGRATION
JOB ID
PRIMARY DIRECTOR
CLIENT
NATIONAL MANAGER
MANAGEMENT GROUP
PRIMARY MANAGER
CLIENT MANAGER
EMAIL / BOSS INFO NEEDED - NEED ABILITY TO CHANGE IF WRONG
JOB #
Client Director lookup to Oracle - need unique ID - email address
FRESHSERVICE
FRESH_ID
AI (PLACEHOLDER)
AI ANALYSIS

MonthDayYear

MinutesAM/PM Option
AI HUMAN ANALYSIS
CASE QUALITY
CASE PROGRESSION
CASE PERFORMANCE
AI DECISIONING
The operations team is struggling to get a response from the representative, while the client team is requesting resolution and highlighting ongoing issues. The Area Manager, JOHN SMITH should take the next action by escalating communication with the representative to ensure progress and address the client’s concerns, moving the case toward closure.
AI NEXT ACTION
AI DETAILED SUMMARY
The case for CVS PHARMACY-1343 (CASE AT-22370) involved a "COACHING" issue where the store manager was initially confused about the representative's scope of work; however, the situation was resolved after the client manager, Jenna Nunnally, clarified that the representative, Rose Campbell, had performed the work correctly. The inquiry type was "SCOPE OF WORK," and the case was closed on April 30, 2026, with the operations status marked as "INVESTIGATING." No notification or escalation emails were needed, and only one issue was reported. Overall, both the client manager and the operations manager demonstrated effective communication and resolution skills, successfully addressing the store manager’s concerns and ensuring the case was closed appropriately.
AI POSTMORTEM
I AM STILL LEARNING

The case for CVS PHARMACY-1343 (AT-22370) was quickly resolved after the client manager clarified the rep’s work, and the case was closed the same day it was created. Both managers handled the situation efficiently with no escalation needed.
READERLINK
MANTIS ID
RL CATEGORY
RL PROJECT
RL PRIORITY
RL REPORTER
RL ASSIGN TO
RL RESOLUTION
RL SUMMARY
RL DESCRIPTION
RL ACCOUNT
RL STORE NUMBER
RL CITY
RL STATE
RL ZIP CODE
RL IS THIS A SERVICE TICKET?
Should be Empty: