To insert a note against a CRM case

The procedure to insert a note against 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 CRM Case Details window is displayed.
3. With the Summary tab in current focus, click on New Note. The Case Note window is displayed.
4. Enter the Details of the new CRM case note into the field provided.
5. Click on Save. The new contextual note is displayed as a discrete event in the Case Summary table, including the date stamp and name of the end user by whom it was created 2 1.
6. Repeat steps 3 through 5 to add further notes to the CRM case 3.

Tip

1 By default, all CRM case events are displayed chronologically, by their assigned date stamp; to aid analysis, rows can be reordered by clicking on any of the available headings.

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, Contact Group or CRM communication may be selected to extend the available search fields.

2 Automatically recording this information against each CRM case note maintains a full audit history of all supporting activities, capturing the correct timeline of events.

3 Contextual events that have been appended to an ongoing case file can be permanently removed using the Delete Note button.

See related topics...

CRM case progression management overview

Using the search facility