Availability

Profile Permission Required: Access to the Cases Tab that includes View, Create, Edit and Delete permissions.

Typical Case Management Process

1. Customize the fields in the ticket page according to your organization's Customer Support process (You may use the existing fields, disable some of the fields, or add new custom fields).
2. Set up the case generation process by completing the ticket form, importing the ticket data from external sources, or capturing cases directly from your Website using Web-to-ticket form.
3. Assign tickets to the correct users using the workflow rules.
4. Follow-up on cases until resolutions are sent to the customers.
5. Once the resolution is working fine, add the solution to the publicly accessible Solutions module for future reference.

In CRM, tickets can be generated through telephone, E-mail, or Website. In addition, you can also generate cases from customer specific e-mails in Microsoft Outlook using the CRM Plug-in for MS Outlook. See Also Plug-in for Microsoft Outlook

Create Cases

In CRM, you can create cases by:

• Entering data in the case details form: You can manually fill in the Case details gathered from various external sources.
• Importing cases from external source: You can gather data through various sources and import the CSV and XLS files into CRM.
• Capturing cases from website: You can create web forms and allow website visitors to submit their case details or questions directly through forms. These details submitted in the website are captured directly into the Cases module.
• Adding from Microsoft Outlook - You can add a customer-specific email message as a case from MS Outlook to the Cases module if you have the CRM Plug-in for MS Outlook.

Create Cases Individually

You can create cases individually by using the following:

• Filling in the details in the case creation form.
• Cloning the case with a few changes in the existing record.

To create tickets

1. In the tickets module, click New ticket
2. In the Create Case page, enter the case details.(Refer to the Standard Fields)
3. Click Save.

To clone tickets

1. Click the tickets tab, click a particular case that you want to be cloned.
2. In the Case Details page, click Clone.
3. In the Clone Case page, modify the required case details. (Refer to the Standard Fields)
4. Click Save.

Associate Case with Other Records

You can create a 360-degree view of the Case to display all the associated details, such as potentials,tickets, open activities, history of the completed activities, attachments, and notes.

In the Campaign Details page, you can associate the following records:

To associate cases with other records

• Open Activities: To add tasks and events
• Closed Activities: To display all the closed tasks and events
• Attachments: To attach documents
• Notes: To add notes