To take ownership of a CRM case

The procedure to take ownership of 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 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 Take Ownership 2.
5. Click on Next. The Assigned to field reflects the current user account taking ownership for onward progression of the CRM case 3.

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 Only user accounts with role permissions matching those assigned to the overarching CRM subject can take responsibility for the case.

3 From this point forward, an alternative owner can only be ascribed responsibility using the action Reassign Case.

See related topics...

CRM case progression management overview

To allocate a role to a CRM subject

To reassign ownership of a CRM case

Using the search facility