To create a new case for a CRM communication

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The procedure to create a new case for a CRM communication is as follows:

  1. Using the Advanced search spy-glass (), select CRM Communication as the Search for and Search by category, and enter the Communication ID 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 Communication Details window is displayed.
  3. Click on New Case. The New Case window is displayed.
  4. Enter a subject type, description or keyword into the search field provided i.e. to identify the appropriate subject for the new CRM case 2. All possible matches are returned in the Search Results summary table.
  5. Highlight the row matching the desired subject for the new CRM case 3.
  6. Click on Save New Case. The Select Case Entity window is displayed, ready to cross-reference the new CRM case to a specific system component. This requisite step is covered separately in the topic To link an entity to a CRM case 4.
  7. Click on Save. The Allocate Case window is displayed, ready to assign ownership for the new CRM case 5. This requisite step is covered separately in the topic To allocate an owner to a CRM case.
  8. Click on Save. The Security Script window is displayed, ready to verify the identity of the caller; enter a response to each security question in the format governed by the data type and associated criteria 6.
  9. Click on Finish. The Case Script window is displayed, instructing the end user on questions they need to ask and the related actions that need to be conducted 7.
  10. Once complete, the Case Details window is displayed, ready to progress all activities pertinent to the new CRM case.


Note

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

2 The field will operate as a dynamic search function and match against any element of the subject type, description or assigned keywords based on the successive characters entered.

3 Only those subjects that match the company to which the end user has been granted access will be displayed.

4 This option is only activated in the instance where the Entity Required attribute is set within the case configuration components of the overarching subject.

5 This option is only activated in the instance where no allocation rules have been defined for the selected subject.

6 This option is only activated in the instance where a Security Script is specified within the case configuration components of the overarching subject.

7 This option is only activated in the instance where a Script is specified within the case configuration components of the overarching subject.


See related topics...

CRM case management overview

To link an entity to a CRM case

To allocate an owner to a CRM case

To link an existing case to a CRM communication

To define the case attributes for a CRM subject

Using the search facility