To modify a contact association to a CRM case

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The procedure to modify a contact association 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 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 Case Details window is displayed.
  3. Click on Contacts. The Contacts tab is activated, revealing a list of all contacts and contact groups associated with the CRM case in the Case Contacts summary table.
  4. Double-click on a row containing the desired contact or contact group to be updated. The Case Contact window is displayed.
  5. Ensure the status of the Prime Contact tick box is correct for the contact (or contact group) 2.
  6. Where the assigned contact (or contact group) represents an association, ensure the Associated Person tick box reflects this status, and that the corresponding Association Type parameter and contextual information recorded in the Association Details field are still valid, applying any required changes.
  7. Amend the Effective from date for this contact (or contact group), as required i.e. the date at which their link to the CRM case became active 3.
  8. Amend the Effective to date to automatically deallocate the assigned contact (or contact group) on a specific date in the future; a blank field means the link to the CRM case will be continually valid.
  9. Click on Save. The applied changes are reflected in the Case Contacts 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 or Contact Group may be selected to extend the available search fields.

2 Only one current contact entry can be assigned Prime Contact status for each case; where an existing contact entry already has this status the user will need to reaffirm one or the other.

3 The Effective from date defaults to the current system date and cannot be left blank.


See related topics...

CRM case management overview

To add an additional contact to a CRM case

Using the search facility