CRM Software Support Center
Introduction to Case Management

Capturing Cases from your Web Site To help you better serve your customers you can set up a web capture tool that allows customers to submit cases through your web site. For example, Jane Doe has encountered a problem with your product. Using the case form you created with's Case Web Capture Tool, Ms. Doe can submit a detailed description of the problem she encountered.
  • From the Cases tab page, click the Web Capture Cases link located in the Case Tools section.
  • Click the new web capture tool link.
  • Fill in the Web Capture Info form and select which fields you want to include in your web capture form using the Select Fields section.
  • Click the Create/Update button to create the web capture tool.
  • Generate the HTML code for your form. Your web master will put the form on your web site.
  • Your web master may also modify the look of the form to match your company's web site.
  • Although you may modify the look and feel of the form, do not change field, variable or any other object names. For example, field display names may be changed but the field names themselves may not.

Assigning Cases As the Case Manager it is your responsibility to see that all new cases are assigned to the proper person to ensure that it will be solved in a timely fashion.
  • From the Cases tab page, use the View or Key Cases section to display a list of cases you are interested in.
  • From the list, select a case you wish to assign to another user. Click the case subject to view the case in detail.
  • Click the Edit button to make changes to the case.
  • To assign the case to another user, click the list ( ) icon located to the right of the Assign To: field.
  • Another window will pop up displaying a list of users. Click a listed user name to assign the case to that user. The window will close automatically when you have made a selection.
  • Click the Save button to update the information. The case has now been assigned to another user.

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