To view a CRM case summary

The procedure to view a CRM case summary is as follows:

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.
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.
Click on Cases. The Cases tab is activated, revealing a list of existing cases linked to the communication in the summary table 1.
Highlight the specific row matching the existing case to be reviewed.
Click on Case Summary. The Case Summary window is displayed, revealing further details of the case and all associated tasks. Certain fields are worthy of special note and are captured in the table below.
Click on Close.

Tip

1 By default, all existing cases linked to the communication are displayed in reference order; to aid the selection process, rows can be reordered by clicking on any of the available headings.

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.

Field	Description
Case Reference	The unique internal reference number assigned to the case.
Communication Reference	The unique internal reference number assigned to the associated communication.
Type	The category of subject on which the case is formulated.
Subject	The specific subject linked to the case, defining its attributes and behaviour.
Start Date	The date on which the case was formally started.
Target Date	The SLA target completion date for the case, derived from the linked subject definition.
Completed Date	The actual completion date of the case.
Status	The current progression status of the case.
Created By	The name of the end user who created the case.
Created Date and Time	The date and time stamp recorded for the case at the point of creation.
Task Reference	The unique internal reference number assigned to each associated task.
Detail	An explanation of the task to be conducted.
Start Date	The date on which each task was formally started.
Target Date	The SLA target completion date for each task, within the time frame dictated by the overall case target date.
Completed Date	The actual completion date of each task.
Allocated To	The assigned owner of each task.
Status	The current progression status of each task.
SLA	A colour code indicator to summarise the status of each task relative to the target date (Green - Amber - Red). Green = The task is on track; Amber = The warning days limit set for the task has now been reached; Red = The target date set for the task has expired.

See related topics...

CRM case management overview

To link an existing case to a CRM communication

To create a new case for a CRM communication

Using the search facility