To add an additional contact to a CRM case

The procedure to add an additional contact to a CRM case is as follows:

1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Case Details window is displayed.
3. Click on Contacts. The Contacts tab is activated.
4. Click on New Case Contact. The Case Contact window is displayed.
5. Select the Contact (or Contact Group) to which the CRM case relates using the spy-glass icon (). The Search Contact (or Search Group) window is displayed.
6. Enter sufficient details into the contact (or contact group) fields provided and click on Search. The Select Contact (or Select Group) window is displayed, returning all possible matches.
7. Double-click on the row containing the exact record match or use Refine Search to enter alternative criteria; the Add Contact Group option is also available, where applicable, to create a new group for the CRM case, not previously held (this requisite step is covered separately in the topic To add a new contact group). The name of the contact (or contact group) is displayed in the corresponding field.
8. Activate the Prime Contact tick box provided to reflect the required status for the assigned contact (or contact group) 2.
9. Where the assigned contact (or contact group) represents an association, activate the Associated Person tick box provided, choose the corresponding Association Type from the drop-down list and enter contextual information in the Association Details field.
10. Choose an Effective from date for this assigned contact (or contact group) i.e. the date at which the link to the CRM case becomes active 3.
11. Choose an Effective to date to automatically deallocate the assigned contact (or contact group) on a specific date in the future; a blank field means the link will be continually valid.
12. Click on Save. The additional contact (or contact group) is displayed in the Case Contacts summary table.

Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 Only one current contact can be assigned Prime Contact status for each case; where an existing contact already has this status the user will need to reaffirm one or the other.

3 The Effective from date defaults to the current system date and cannot be left blank.

See related topics...

CRM case management overview

To modify a contact association to a CRM case

To create a new contact group

Using the search facility