Case main view interface
The main view page contains multiple tabs such as DETAILS, NOTES, HISTORY, RESOLUTION, and more. Each tab features a unique toolbar for performing specific tasks.
The DETAILS tab provides basic case information such as description, the product the case is reported for, status, the associated contact, and more.
The title includes the case description, followed by a system-generated case number. The company name appears on the line below the case title.
The Contacts tab lists all contacts associated with the Cases.
- Click the specific contact to view the complete contact record.
- To add a new contact or link an existing one, click Options.
The Recent Activity list displays all correspondence activities related to the case.
Click Options > New to add a new activity, if needed.
Below is a list of fields relevant to the case.
| Field | Description |
|---|---|
| Description | The brief description of the case. |
| User can enter the title in this field, and input the details in Notes tab. | |
| Product | The product the case is reported against. |
| Version | Identifies the version of the product. |
| Part | Specifies the part of the product that is reported. |
| Status | Identifies the current status of the case, For example. New, Assigned, more information required, resolved, and more. Case status records are defined in Setup > Codes > Customer Service. |
| Type | Defines the type of the case,for example Defective Product, Documentation Error, Usage Issue, and more. Case Type records are defined in Setup > Codes > Customer Service. |
| Priority | Identifies the importance of the case, for example Critical, Urgent, Low, and more. |
| Parent Case | You can link the case to a Parent one if there’s any. |
| Companies | The company the case is reported for. |
| Contract | The contract that the case is reported against. |
| Representatives | The user/support representative for whom the Case is assigned to. |
| Queue | Queues help distribute and assign Cases. Each Queue can be assigned to a group of representatives. Cases can be divided into different queues and dealt accordingly. Queue records are defined in Setup > Codes > Customer Service. |
NOTES: Enter the case details into the free-form text field. Edit the text using the Notes toolbar, where you can adjust font style, size, color, bold, and more.
HISTORY: Lists all interactions related to the case, including appointments, meetings, calls, emails, messages and more. If the customer sends a message via the portal, it will also appear as an activity under this tab. For more details, refer to Portal.
RESOLUTION: Enter the action required to resolve the case. This action can be linked to a Knowledge Articles or Change Requests as needed.
TO DO’s: The tasks that need to be completed by your company’s users/representatives for the case. Selecting any activity opens a Card that displays all the information related to the specific activity.
ATTACHMENTS: Link important files (for example, Microsoft Excel, Microsoft Word or Adobe Acrobat) to the selected change request.
SUBCASES: Link a case to a Parent Case under Details tab. For the parent case, subcases will appear under this tab.
BUSINESS PROCESSES : The business process tab displays the steps the case is assigned to. For more details, please refer to Setup > Business Processes.