The procedure to add an additional contact to a CRM case is as follows:
- 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.
- 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.
- Click on Contacts. The Contacts tab is activated.
- Click on New Case Contact. The Case Contact window is displayed.
- 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.
- 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.
- 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.
- Activate the Prime Contact tick box provided to reflect the required status for the assigned contact (or contact group)
2.
- 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.
- 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.
- 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.
- 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