Introduction to Cases

Select the Cases icon from the Buddy Bar in BuddyCRM.

cases menu item shown in Buddy bar of BuddyCRM

Your summary of cases will appear under six categories.

Screen Shot 2013-09-13 at 10.18.44

The six categories as seen above are:

  1. List Open assigned to me – this includes any cases that have not been dealt with but have been assigned to you
  2. Longest Open – the cases that have been open the longest and have not been resolved
  3. Cases CC to me – any cases that someone else thought you should be aware of, even if you do not have complete responsibility for resolving the cases
  4. List Open for records I am able to view – A list of any open cases for records that you have access rights to
  5. Case for records belonging to me – any existing cases for your records, whether created by you or not
  6. List recently viewed – any cases that you have recently accessed

How to…Create a New Case

Select the Cases icon from the Buddy Bar in BuddyCRM.

cases menu item shown in Buddy bar of BuddyCRM

Your summary of Cases will appear. Click  Screen Shot 2013-09-13 at 10.29.16

You will be taken to a page where you can fill out all the details of your case. You can assign the case to another person within your company and you can CC another member of your team so that they become aware of the case.

Screen Shot 2013-09-13 at 10.29.47

When you have completed this form, click Screen Shot 2013-09-13 at 10.31.01

This will save your case and will appear in your Cases summary.

You can link your case to a particular product. This can be useful if, say in the the future you wish to run a report on the number of cases linked to a particular product. The product you wish to select must be set up in your product database  (See How to…Add to a Product).

Begin by typing a product into the Linked Products field and this will automatically generate a list that matches the criteria of your entry. In the example below, I started to type ‘Development’ and the relevant results were given. Select the one you wish to use and this will be saved against this case.

 

Screen Shot 2013-09-14 at 11.02.46

 

How to…View Details of a Case

Select the Cases icon from the Buddy Bar in BuddyCRM.

cases menu item shown in Buddy bar of BuddyCRM

 

You will be taken to your Cases Summary.

 

Screen Shot 2013-09-13 at 10.35.49

Every Case is assigned a number. The example in the screenshot above is number 22. If you click on this number you are taken to a description of the case.

Screen Shot 2013-09-13 at 10.39.46

Should you wish to make any changes or updates to the case, click Screen Shot 2013-09-13 at 10.29.16

Make your changes and click Screen Shot 2013-09-13 at 10.31.01 and this will appear on your case description, as shown here:

 

Screen Shot 2013-09-13 at 10.39.29

You will be shown who made these changes and when they were made.