To link an existing case to a CRM communication

The procedure to link an existing case to 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 existing CRM case 2. All possible matches are returned in the Existing Cases summary table 3.
5. Highlight the row matching the specific case to be linked to the CRM communication 1. By default the list is filtered to show Current cases. An alternative filter can be applied using the Existing Cases drop-down field: Complete or All.
6. Click on Select Existing Case. The Case Details window is displayed, ready to progress all activities pertinent to the existing CRM case.

Tip

1 To aid in identification purposes, click on Case Summary to reveal further details of the selected 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 existing cases not already linked to the CRM communication will be available for selection.

See related topics...

CRM case management overview

To link a communication attachment to a CRM case

To create a new case for a CRM communication

Using the search facility