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What
is a Case? 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. Cases Tab Page 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:
Creating Cases Generating Case Reports Case Tools Managing Cases Creating a New Case
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:
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 Linking a Contact to 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.
Generating Case Reports 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. See Also: Reports Case Tools Web Capture Cases The web capture tool allows you to create an HTML form that can be filled out on your web site. When the user fills in and submits the form, a new case is created in your salesboom.com organization containing the information entered by the user. This tool is invaluable for tracking customer issues. See: Web Capture Tool Adding a Note to a Case See: Notes Adding a Task to a Case See: Tasks
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buttons
to add or remove users from the Notified Users
list. 
icon located beside the Contact Name text field to view a list
of contacts to link to.