To link an entity to a CRM case

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During the progression of a CRM case, the availability of related system information located within specific module areas may be required in order to complete all relevant activities. For instance, where a case exists to agree a repayment arrangement with a tenant, it would be necessary for the allocated owner to link the case to the relevant rent account. These system fields - entities - can be configured within the case attributes of the subject definition and are then automatically triggered when the new CRM case is formulated, prompting the end user to select the appropriate entity value relevant to the active CRM case. Entities that have already been linked to existing cases can also be included in new cases, raised for the same contact.


The procedure to link an entity to a CRM case is as follows:

  1. Prerequisite procedural steps are covered separately in the topic To create a new case for a CRM communication. Refer to these before proceeding to step 2.
  2. With the Select Case Entity window displayed, revealing a list of all entities linked to previous cases for the contact (or contact group), highlight the specific row matching the existing entity to be linked to the active CRM case 1.
  3. Alternatively, to select a new entity, enter a description into the Search For Entity field provided i.e. to identify the appropriate entity for the active CRM case 2. All possible matches are returned in the Search Results summary table.
  4. Select the desired entity from the filtered results list; otherwise, where the entity for the CRM case is unknown or ambiguous, activate the Entity Unknown tick box provided 3.
  5. Click on Save.


Note

1 The entities available for selection will be limited to those that match the subject definition for the active CRM case.

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

3 CRM cases that are denoted as Entity Unknown cannot be automatically allocated to an owner.


See related topics...

CRM case management overview

To create a new case for a CRM communication

To allocate an owner to a CRM case