To view all assigned CRM cases

The procedure to view all assigned CRM cases is as follows:

Navigate to Home (), if not already active. The default Home tiles are displayed.
Click on Cases and Tasks 1. The Cases and Tasks window is displayed, expanded to full screen, revealing a list of all open cases (and tasks) to which the end user has some degree of ownership, subdivided by SLA status: On Target, Warning or Overdue 2.
Click on Switch View. The open cases (and tasks) are displayed in the summary table, identified through the Type column 3. Certain fields are worthy of special note and are captured in the table below.
Using the results filter drop-down field, select an alternative user account in order to display only those cases that are assigned to them 4.
Optionally, to analyse further details in respect of the case, highlight the corresponding row and click on View Summary. The Case Summary window is displayed; click on Close.
Click on Collapse.

Note

1 The default Home tiles are configured at user account level.

2 By default, only those CRM cases that have been assigned to the end user directly, or via an associated role will be displayed.

3 To return to the default view, with all open cases (and tasks) displayed in columns according to their SLA status, click on Switch View a second time.

4 This option is particularly useful for team leaders, to analyse the current workload allocation.

Field	Description
Type	The category of assignment and module area from which it was originated e.g. CRM Task or CRM Case.
ID	The unique internal reference number for the CRM case (or task).
Assigned To	The allocated owner of each CRM case (or task), specifically an individual end user or a role.
Contact	The prime contact or contact group linked to the CRM case (or task).
Description	An explanation of the CRM case (or task) being progressed.
Status	The current progression status for the CRM Case (or task) e.g. Open, In Progress, On Hold, etc.
Start Date	The date on which the CRM case (or task) was formally started.
Target Date	The SLA target completion date for the CRM case (or task), derived from the subject definition.
Ownership Type	The route by which the active user has been assigned to the CRM case (or task) i.e. Named Owner, Role Owner, Manager or Escalation Owner.
SLA	A colour code indicator to summarise the status of each case relative to the target date (Green - Amber - Red). Green = The case (or task)is on track; Amber = The warning days limit set for the case (or task) has now been reached; Red = The target date set for the case (or task) has expired.

See related topics...

CRM case progression management overview

To reassign ownership of a CRM case

To define the user profile