To link a communication attachment to a CRM case

The procedure to link a communication 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 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 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, revealing all file attachments previously linked to the parent communication in the Select Communication Files summary table.
5. Activate the Select tick box against each communication file attachment to be linked to the CRM case.
6. Click on Save. The attributes of each linked communication file attachment, including the format, are displayed in the Attachments 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, Contact Group or CRM Communication 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.

See related topics...

CRM case management overview

To add an attachment to a CRM case

To view a linked attachment in a CRM case

To link an existing case to a CRM communication

To create a new case for a CRM communication

Using the search facility