CRM Software Support Center
CASES

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What is an Account?
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Ajax and COMET Tools
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Campaigns
What is a Campaign?
Campaigns Tab Page
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Cases
What is a Case?
Cases Tab Page
Viewing Cases
Custom Case Views
Featured Cases
Manage Cases
Managing Cases
Creating a New Case
Saving a Case
Sending Notification
Edit a Case
Delete a Case
Print a Case
Linking to a Contact
Case Reports
Case Tools
Web Capture Tool
Adding a Note
Adding a Task

Contacts
What is a Contact?
Contacts Tab Page
Viewing Contacts
Custom Contact Views
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Managing Contacts
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Clone a Contact
Contact Tools
Web Capture Tool
Contact Reports
Adding a Note to a Contact
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Adding a Photo to a Contact

Control Panel
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Control Panel: Import

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Data Management
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Documents
What is a Document?
Documents Tab Page
Viewing Documents
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Email
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MS Outlook Integration
Email to Case
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Events
What is an Event?
Viewing Events
Creating Events
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Forecasts
What is a Forecast?
Forecasts Tab Page
Viewing Forecasts
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Forecast Reports

Human Resource Management
Employee Management
Employees tab
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Leads
What is a Lead?
Leads Tab Page
Viewing Leads
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Manage Leads
Managing Leads
Creating a New Lead
Sending Notification
Edit a Lead
Clone a Lead
Delete a Lead
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Lead Tools
Import Leads
Lead Web Capture Tool
Adding a Note to a Lead
Adding a Task to a Lead

Logging In and Out

Microsoft Outlook Integration

Notes
What is a Note?
Viewing Notes
Creating Notes
Editing and Deleting Notes

Opportunities
What is an Opportunity?
Opportunities Tab Page
Viewing Opportunities
Custom Opportunity Views
Manage Opportunities
Managing Opportunities
Creating a New Opportunity
Saving an Opportunity
Edit an Opportunity
Delete an Opportunity
Opportunity Reports
Linking to an Account
Adding a Note
Adding a Task

Organization Mapping with Accounts Parent Account Field

Profiles
Creating and Editing Profiles
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Add/Edit screens
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Standard Profiles

Public Knowledge Base
Overview
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Reports
Generating Reports
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Sales Commission Programs
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Sales Commission

Sales Contracts
Contracts tab
Contract Mangement

Skype Integration

Spell Checker

Stay-in-Touch Mass Email
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Tab Page Views
Creating Custom Views
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Tasks
What is a Task?
Viewing Tasks
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Task History

The Sidebar
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Trash Can
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Violation of Corporate Policies
Violations tab
Reports on Violations
Quick create for Violations
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Viewing a Policy
Policy Violation Report

Web based Project Management
What is Web based Project Management ?
Viewing Projects
Viewing Project Tasks
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Viewing Project Expenditures
Featured Projects
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Creating a Project
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Project Tasks
Creating Project Tasks
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Project Resources
Creating Project Resources
Adding Project Resources
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Creating Expenditures
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Web Capture Tool
Creating a Capture Tool
Generating HTML
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Web Capture Fields

Workflow
Overview
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ZIP Code Proxomoty Search

What is a Case? A case is a detailed log of a customer's problem, question, request etc. Keeping track of cases allows you to be better equipped to solve your customer's issues.

Use the Cases tab page to create, update and manage your cases. You can keep track of important information for each case such as the customer's name (contact name), type of issue and a detailed description of the issue. There are numerous sort and filter options available to help you locate key cases quickly. You can also generate and print reports.


Cases Tab Page


Viewing Cases Using options selected from the Show drop down box, you can generate a summary of cases. Simply choose one of these options from the drop down box and a summary of all cases matching your selection will be displayed in a few seconds. To view a listed case in detail, click the View link.


Custom Case Views See: Creating Custom Views


Featured Cases The Featured Cases section displays a summary of cases. The cases that are displayed depends on the selection made in the Show drop down box. Select a different option from the Show drop down box to display cases that you want to view. To view a listed case in detail, click the View link.

See Also: Sorting Reports and Views


Manage Cases The Manage Cases section contains three subsections:
  • Quick Case allows you to quickly create a case.
  • Generate Reports contains a variety of reports you can generate.
  • Case Tools contains a list of helpful tools.
See Also:
Creating Cases
Generating Case Reports
Case Tools


Managing Cases


Creating a New Case
  • From the Cases tab, click the Add Case button. This will bring you to the New Case form.
  • Fill in the Case Information and Description Information sections of the form. Fields highlighted in red and marked with an asterisk are required fields. All other fields may be left blank if you wish.
  • Save your case by clicking the Save or Save & New button
See also:
Edit, Delete, Clone, Close or Print a Case
Saving a Case



Saving a Case When you have created a new case or have made changes to an existing case you will be able to save the case information using either of the following two methods: i. Select the Save & New button to save your new case. You will then be presented with a blank form on which you can create another new case.

ii. Select the Save button to save your new case. This will bring you to a summary page for your new case. From this page you can Edit, Delete and Print your case information.


Sending Notification When creating a new case you can send notification to any number of users within your organization. This is especially useful when assigning a case to another user. You can notify the user that the case has been assigned to them. Upon receiving notification, the user can then view the case from their Cases tab page. Follow these steps to send notification:
  • In the Sending Notification To section, use the buttons to add or remove users from the Notified Users list.
  • Type your notification message in the Notification Message text box.
  • Click the Send button to send notification to the selected users.


Edit, Delete, Clone, Close or Print a Case When the cases are displayed on the Cases tab page or in a search or generated report, click the View link to view the case in detail. You can then Edit, Delete or Print the case.

Edit: Click the Edit button to change the information for the case. Be sure to fill in all required fields. These are highlighted in red and marked with an asterisk. To save your changes click the Save or Save & New button.

Delete: Click the Delete button. You will be prompted to verify that you want to delete the case. Click OK to delete the case. Click Cancel to cancel the deletion.

Clone: Click the Clone button to create a copy of the case. You can now change or add information to the copy if you wish. Select the Save or Save & New button to save the cloned case.

Close: Click the Close Case button. This takes you to the Close Case page. Select Close in the Status field. Add details about the solution in the Solution Information section. Click the Save button to close the case. The solution will be submitted if you chose to do so.

Print: Click the Printable button to view a print preview of the case information. Select the Print This Page link located at the top right corner of the preview to print the case information. If you do not want to print the case, simply close the window.

See Also: Saving a Case


Linking a Contact to a Case When creating or editing a case you must link the case to a particular Contact. The contact is the customer who has the problem described in the case.
  • Click the icon located beside the Contact Name text field to view a list of contacts to link to.
  • Choose a contact to link to from the list.
  • This contact is now linked to your case


Generating Case Reports


Running Reports The Generate Reports section contains a number of reports you can run. These reports have predefined search criteria. All you have to do is click a listed report to run it. Other case reports are listed on the Reports tab. Click the All Reports button or click the Reports tab at the top of the page to view all available reports.
See Also: Reports


Case Tools



Web Capture Cases The web capture tool allows you to create an HTML form that can be filled out on your web site. When the user fills in and submits the form, a new case is created in your salesboom.com organization containing the information entered by the user. This tool is invaluable for tracking customer issues.

See: Web Capture Tool


Adding a Note to a Case See: Notes


Adding a Task to a Case See: Tasks

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