To create a new generic case via a contact record

The procedure to create a new generic case via a contact record is as follows:

1. Using the global search facility, type in the first few characters of the contact relevant to the new generic case 1.
2. Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon ().
3. Click on Generic Cases (contact summary 360 view) 2. The Generic Cases tile is activated.
4. Click on New Generic Case. The Create Generic Case - Select Case Type window is displayed.
5. Using the Company drop-down field, select the company to which the new generic case relates.
6. Enter a category, case type or keyword into the search field provided i.e. to identify the appropriate classification for the new generic case 3. All possible matches are returned in the Search Results summary table 4.
7. Highlight the row matching the desired classification type for the new generic case.
8. Click on Next. The Create Generic Case - Select Entity window is displayed, confirming the specific system component or focus area associated with the selected case classification type e.g. Address, Contact, Rent Account, etc.
9. Enter a corresponding Entity name into the dynamic search field provided i.e. to identify the data record relevant to the new generic case 5. All possible matches are returned in the Search Results summary table, ready for selection 6.
10. Highlight the row containing the exact record match i.e. the specific entity relevant to the generic case; otherwise, use the Back button to revise the choice of classification type.
11. Click on Create Case. The Generic Case Details window is displayed, ready to progress all activities pertinent to the new generic case; for identification and tracking purposes, a system-generated unique case reference number is assigned.

Note

1 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached.

2 The availability and customisation of all Contact Summary 360 View tiles is controlled separately for each end user via their unique system profile.

3 The field will operate as a dynamic search function and match against any element of the category name, case type or associated keyword based on the successive characters entered.

4 The returned results will be restricted to those generic case classification types linked to the same role as that of the current user; any classification type without an assigned role will be automatically omitted.

5 The field will operate as a dynamic search function and match against any element of the record entity name based on the successive characters entered.

6 Only entity values linked to the selected contact record will be available for selection.

See related topics...

Generic case process management overview

To start a new generic case

To create a new generic case via a CRM communication

To define the user profile

Using the search facility