To view the event history of a CRM case

The procedure to view the event history 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 Case Details window is displayed.
3. Click on History. The History tab is activated, revealing a list of all chronological events undertaken for the CRM case in graphical form.
4. Use the Expand Timeline () and Contract Timeline () icons to control the scale of the chart; use the Left () and Right () scrolling arrows to navigate between adjacent events along the timeline.
5. Alternatively, click on Switch View. The events on the timeline are displayed in the History summary table 1. Certain fields are worthy of special note and are captured in the table below 2.
6. Click on Close.

Tip

1 By default, all events are displayed in chronological order; to aid analysis, 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, 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 To return to the default view, with all events displayed in graphical form, click on Switch View a second time.

See related topics...

CRM case progression management overview

To insert a note against a CRM case

To view completed script responses for a CRM case

Using the search facility