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Salesboom.com Introductory Tutorial
Introduction to Case Management
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
salesboom.com'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.
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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