CRM Software Help Desk | Cases

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.

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

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

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

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.