This article provides a step-by-step guide on using cases. Learn how to easily view contacts associated with specific cases and understand how to link a contact to either a new or existing case.
How to view the contacts associated with a case
Cases are used to group relevant contacts and tasks together.
There are two ways to view the contacts associated to a case:
- View the case whilst on a contact
- View the case when not on a contact
View the case whilst on a contact
- Associate the contact you are on to a customer profile
- In the customer profile, click on the cases tab (briefcase icon)
- This will display the current contact’s case (if it has already been associated) as well as any other cases associated to the customer profile
- The cases tab also provides the option to create a new case from existing case templates
View the case when not on a contact
- Using contact search, find a customer profile
- Open the customer profile, then click on the cases tab in the side panel
How to link a contact to a case
[.callout-primary]In order to link a contact to a case, the contact must first be associated to a customer profile.[.callout-primary]
When an agent is on a contact that has been associated with a profile, they can add the contact to a case.
There are two options:
- Link the contact to a new case
- Link the contact to an existing case
Linking a contact to a new case
If the ongoing contact is the initial contact about a query, you can create a new case. This case will then be associated with the ongoing contact, and will be available as an option when linking future contacts to a case.
- Click the ‘case’ icon in the customer profile section
- Click the New Case button
- Pick from one of the suggested templates, or click Browse all templates to see the complete list of options
- Once you’ve selected the relevant case template, complete the relevant fields and click Create
- The cases tab will now show the relevant case in the Current Cases section
Linking a contact to an existing case
If the ongoing contact is not the initial contact about a query, you can associate it to an existing case.
- Click the ‘case’ icon in the customer profile section
- Select a case from the list displayed in the {Name}’s Cases section
- Once you’ve confirmed that this is the correct case, click the Associate button to link the contact to the case
- The Associate button will change to show that it is now Associated
Limitations
There are a few points to be aware of:
- Once a customer interaction is attached to a case, it remains there permanently.
- Comments added to a case are fixed and cannot be modified or deleted.