To add an attachment to a CRM case

Any number of file attachments can be linked to a CRM case in order to provide contextual background to a customer interaction, and serve as a single point of reference for all related progression activities. Images and video clips that have been submitted in support of a customer interaction can all be stored, together with audio recordings of conversations and email correspondence.

The procedure to add an attachment 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 Attachments. The Attachments tab is activated.
4. Click on New Attachment 2. The Attach Files window is displayed.
5. Browse to the intended file using the navigation () icon. The file name and folder path are displayed in the Browse Network Files field 3.
6. Alternatively, where the intended file is maintained within an Electronic Document Management system, copy its unique web address into the EDM file URL field provided 4.
7. Enter the attachment File Name into the field provided 1.
8. Use the Description field to add contextual notes that detail the background to the attachment.
9. Click on Attach File. The attributes of the file, including the format, are displayed in the summary table.
10. Repeat steps 5 through 9 to add further attachments to the CRM case.
11. Click on Save. All attached files are displayed in the Attachments summary table.

Tip

1 To aid in identification purposes, it is good practice to devise and uphold a consistent naming convention for all attached files.

Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company) 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 File attachments of type DOC, PDF, JPG, GIF, PNG, BMP, HTML, WAV, WMV and MP4 are all supported.

3 A file size restriction can be configured by the end user via the system preference entitled CRM maximum attachment size in KB.

4 The system preference Allow EDM documents as case attachments governs the availability of this option; an Integration Management service configured for the incumbent EDM System supplier must also be operational.

See related topics...

CRM case management overview

To link a communication attachment to a CRM case

To remove an attachment from a CRM case

To view a linked attachment in a CRM case

To define a system preference value

Using the search facility