To view a linked attachment in a CRM case

The procedure to view a linked attachment in 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 Attachments. The Attachments tab is activated, revealing a list of all files linked to the CRM case in the Attachments summary table.
4. Highlight the specific row matching the attachment to be viewed.
5. Click on View Attachment. The Attachment Viewer window is displayed, revealing the document, image or video clip.
6. Click on Close.

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.

See related topics...

CRM case management overview

To add an attachment to a CRM case

To remove an attachment from a CRM case

Using the search facility