Adding Cases

Cases are general work activities that allow you to enter and track customer requests. Cases typically have a form that is used to collect specific information about each Type of Case.

1. To add a Case for a customer or prospect, search for the customer or prospect and click the appropriate link on the Search Results screen.
2. Once the profile is displayed, click on the Add a Case button on the toolbar.
3. Select a Type for this Case. Your marketing department will set up these campaigns.

Toolbar

When an case is added, two new buttons are added to the left side of the profile toolbar:

• Save - Click the save button when you are finished making changes to this Case.
• Save and view Activity Queue - This button saves any changes to this Case and then displays the Activity Queue.

Case Tab

• Status & Disposition - The current status of the Case. Status is set to Active when the Case is created. Use the Status field to change the current status of the Case.
• Disposition -  The Disposition indicates the disposition of the Case when it is closed. Each Type can have different disposition reasons. The Dispositions are shown beneath the Complete status in the Status drop down list.
• Subject - The customer or prospect that is the subject of the Case. The subject can be an account with the primary customer name, a customer, or a prospect.
• Type - The Type is used to define the type of Case. You must select a Type in order to save the Case.
• Priority - The priority of the Case. Priority is set when the Case is created or when a user changes the priority of the Case. Use the priority field to assign the Case a higher or lower priority.
• Assigned To - The person that has been assigned the Case. Type in this box to find another user. As you type, matching user names will appear.
• Privacy - The Privacy field controls which users can see the activity. For most users, the only selection is Public.
• Reminders - The reminder field allows you to set a reminder for the Case. The reminder date has to be in the future.

Form

Shows data entry forms that are attached to the Case. For more information, see Forms.

Notes Tab

Use this tab to view or add notes to the Case. These notes will be visible to anyone who can see the item. For more information, see Using the Notes Tab.

History Tab

You may view the history of the item in this tab to determine what changes have occurred since the item was created. For more information see Using the History Tab.