The Cases Tab
A case is just a customer request that is captured by the team, and is tracked for action, and resolution before it is closed. A case must be created with at least one account or contact defined for it.
“My Cases” shows a list of all cases for accounts or contacts that are assigned to you. Currently the assignment of cases to users is implicit: if you're assigned to an account and there's a case for the account, then it's your case.
Rule: To update a case, you must have permission through its contact ownership or account team assignment. A special authority, or subsystem “permission” is required to mark a case closed.
To use cases, click on the Cases Tab which opens the screen to display any cases open on your accounts, or on your team accounts. Selection of which set of cases you see is determined by clicking the [My Cases], or the [My Teams’ Cases] button on the top right corner of this screen.
Management of Cases is handled through the Cases Tab. A subset of Case status information and functionality is also presented on the Account Tab, Account Details screen. Normally when managing the details of a Case you will use the full functionality within the Cases Tab.
The following functions are supported within the Cases Tab:
1. Create a new Case 2. Find and View an existing Case 3. Manage a Case and its related Activities, Notes, and status information.
Create a New Case In Full Detail
1. To create new cases Click: Cases Tab 2. On the left corner box called “Shortcuts” Click: [Create Case] which opens the needed window. You create a complete new case by filling in the form on this single screen.
* The required information included is as follows: * PartyID of the Account where this Case originated You can lookup the information using the search button beside the form box, filling in a part of the Account name, and selecting the correct entry from the list that is displayed. * Client contact for this case. * Priority level that your company gives to this case, reflecting how quickly you must respond and what level of management visibility this case must receive * Type of request this case is, either a problem, or an opportunity of some kind * Reason category for this Case * A Subject of the Case that you assign to it * Description of the Case sufficient for your team to take action on it * Note you can add for internal viewing by your team members
3. Press the [Create Case] button to record your new Case.
This Case will now appear in the list of My Cases, or My Teams’ Cases when you click the Cases Tab, as will the Note you added for your team. It will also appear in the Account Details page for the Customer Account as will the Note you added for your team members.
Create a New Case FAST
There is also a faster shortcut way to create a new Case. To open a new case very quickly, use the New Case box in the upper left of the Case screen. To create a Case with only the two basic entries required, supply the subject, and the account. Use the drop down Account button to see a list of your accounts. You can come back to add more information and to edit this or any other Case at later times.
Find, View, and Manage an existing Case
To find an existing Case, click the Find Cases button in the Shortcuts box (upper left corner of screen). This search function can be used with a partial subject entry, or any of the items listed: priority, status, or type of Case.
When you select a Case from the resulting list the View Case window opens for that Case.
With this screen opened you can edit or close the Case, review the Case history of activities, and you can manage or create activities for this Case from the Activities subsection. You can also review and add to the Notes history of the case to share new information with the assigned team.