Generate professional case notes and SPINS with ease
No call backs scheduled
Receive notifications before scheduled callbacks
Play chime sound with notifications
Show browser system notifications
Show most frequently used troubleshooting steps at the top of suggestions
Case Craft is a comprehensive web-based tool designed specifically for customer service representatives to efficiently generate professional case notes and SPINS (Service Provider Information Network System) entries. It streamlines the documentation process, reduces errors, and improves productivity.
Quick input fields for contact ID, customer name, phone numbers, and account details with copy/paste functionality.
One-click selection for PIN, Passphrase, OTP, Personal Questions, Not Authorized, and verification status.
Organized reason selection with categories: TV, Internet, Phone, Email, General, and Shaw ID issues.
Pre-built troubleshooting steps with search functionality, drag-and-drop reordering, intelligent autocomplete, and custom step saving.
Track affected equipment serial numbers, models, resolutions, and ticket numbers with tag-based input.
Schedule callbacks with quick options (30 min, 1 hour, 2 hours, 4 hours, tomorrow, 3 days) and custom scheduling.
Automatically imports customer information from Case Notes to SPINS for consistency and time savings.
Comprehensive issue selection: Phone, Internet, Video, and General issues with detailed subcategories.
Access instructions, notification preferences, and custom instructions for field technicians.
Real-time character counting to ensure SPINS entries meet length requirements.
Configurable reminder notifications with sound alerts and browser notifications before scheduled callbacks.
Filter callbacks by status (pending/completed) and date (today, tomorrow, this week, all dates).
Track today's calls, pending callbacks, and completed callbacks with real-time statistics.
Edit, complete, or delete callbacks with full customer information and scheduling details.
Use Microsoft Edge for Case Craft and Chrome for Genesis: This prevents conflicts where Genesis keeps opening in the same window. Keep Case Craft in Edge and Genesis in Chrome for better workflow management.
Search in Troubleshooting Steps: Use the search bar to quickly find specific troubleshooting steps instead of browsing through categories.
Intelligent Autocomplete: The troubleshooting step suggestions learn from your usage patterns. Most frequently used steps appear at the top of suggestions for faster access. Access admin controls by triple-clicking the eye icon next to "Live Case Notes Preview" to enable/disable this feature.
Save Your Own Steps: Create and save custom troubleshooting steps that you use frequently. Click the save button (💾) next to any custom step to save it. Access all saved steps in the "💾 Custom" category or through search suggestions. Use admin controls to manage, import, and export your custom steps.
Auto-save Feature: All form data is automatically saved to your browser. Use the "Clear" button to reset forms when starting a new case.
Quick Copy Buttons: Use the "C" buttons next to input fields to quickly copy information to clipboard for pasting into other systems.
Customize Reminders: Set your preferred reminder time (1-15 minutes) and enable sound alerts to never miss a scheduled callback.
Dark/Light Mode: Switch between themes based on your preference or lighting conditions for better eye comfort during long shifts.
The system learns from your troubleshooting step usage patterns and ranks suggestions by frequency, making your most-used steps appear first.
Triple-click the eye icon next to "Live Case Notes Preview" to access admin controls for managing suggestion rankings, custom steps, and data formatters.
Enable or disable features like suggestion ranking and data formatters through admin controls. When disabled, suggestions appear in alphabetical order.
View detailed statistics on which troubleshooting steps are used most frequently, helping identify common issues and workflow patterns.
Intelligent formatters automatically clean and organize various types of technical data when pasted into troubleshooting steps.
Supports formatting for Upstream/Downstream channels, OFDM Info, OFDM Channel Tables, and Modems Offline messages. Each formatter can be enabled/disabled independently.
Access formatter settings through admin controls to enable/disable specific formatters. Settings persist between sessions for a personalized experience.
Transforms complex, multi-line data into clean, readable formats. Extracts relevant information and presents it in a consistent layout.
Condenses multi-line messages (like modems offline alerts) into single-line formats while preserving all important information.
Intelligently extracts and displays relevant columns from channel data, focusing on important metrics like frequency and signal levels.
Save frequently used custom troubleshooting steps with a single click. The save button appears next to any step that isn't a default step or already saved.
Custom steps automatically appear in search suggestions with a "💾 Custom" category, making them easily accessible alongside default steps.
Access all your saved custom steps in the dedicated "💾 Custom" category in the troubleshooting steps section, organized and ready to use.
Manage custom steps through admin controls: edit, delete, import, and export your custom steps for backup or sharing with team members.
Export your custom steps as JSON files for backup or sharing. Import custom steps from other users or restore from previous backups.
Custom steps participate in the intelligent ranking system, appearing at the top of suggestions when frequently used, just like default steps.
Works seamlessly on desktop, tablet, and mobile devices with adaptive layouts.
All data is stored locally in your browser for privacy and offline access.
Light and dark themes with automatic preference saving.
Live preview of case notes and SPINS as you type with instant formatting.
This shows how frequently each troubleshooting step has been used. Steps are ranked by usage count.
Configure which data formatters are enabled. When enabled, formatters will automatically clean and organize specific types of data.
Format upstream channel data into a clean two-column layout
Format downstream channel data into a clean two-column layout
Format OFDM channel data into a clean layout
Format OFDM channel table data into a clean layout
Format "modems offline" messages into a single line
Manage your custom troubleshooting steps. These steps will appear in suggestions and can be imported/exported.