To update user defined values for a CRM case

The procedure to update user defined values for 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 User Defined. The User Defined tab is activated, revealing all active user defined fields 2.
4. Enter the desired value for each user defined field, as required. The permitted value type (Date Only, Date Time, Decimal, Integer, Lookup, Text, Time Only, True or False), format and range is set in advance within the field definition 3.
5. Click on Save.

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 those user defined fields linked to the associated entity are available within the CRM case; where no fields exist, the tab cannot be selected.

3 As user defined fields are not mandatory, additional values can be appended to the record at any time, as required, although maintaining comprehensive information from the start will reap its own rewards.

See related topics...

CRM case management overview

To create a user defined field

To create a user defined lookup type

To create a user defined lookup parameter value

Using the search facility