To place a CRM case on hold

A CRM case can be placed on hold in circumstances where no action can be taken for a set period of time, and where the service level agreement might otherwise be unavoidably exceeded. For instance, it would be legitimate to place on hold a case where feedback has been requested from a tenant who is known to be on holiday. As part of the process, a future release date would also need to be specified for the case, ensuring that no open customer interactions remain static without a set progression point.

The procedure to place a CRM case on hold 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 Case Actions. The Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Hold Case 2.
5. Click on Next. The Hold Case window is displayed.
6. Using the Hold reason drop-down field, select a parameter value to qualify the circumstances surrounding the CRM case being placed on hold 3.
7. Use the Notes field to add contextual data in support of the CRM case being placed on hold.
8. Enter the planned Release date for the CRM case using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 4.
9. Click on Save. The current status of the CRM case is updated to reflect the change; the SLA amber warning and target completion dates are also extended to take account of the scheduled 'on hold' period 5.

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 This option is active only for CRM cases that are currently in progress i.e. with a status of Open.

3 These custom values can be populated by the end user via the general lookup parameter entitled System Case Hold Reasons.

4 The selected date must be in the future and entered in the format DD/MM/YY or DD/MM/YYYY; the permitted time format is HH:MM.

5 All open tasks linked to the CRM case are placed on hold at the same time i.e. those not already cancelled or completed.

See related topics...

CRM case progression management overview

To release a CRM case currently on hold

To close a CRM case

To define a general lookup parameter value

Using the search facility