To create a new support provision case via a CRM communication

The procedure to create a new support provision case via a CRM communication is as follows:

1. Using the Advanced search spy-glass (), select CRM Communication as the Search for and Search by category, and enter the Communication ID 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 Communication Details window is displayed.
3. Click on New Case. The Select Case Type window is displayed.
4. Using the Case type drop-down field, select the specific classification option of Support.
5. Click on Next. The Select Case Contact window is displayed, revealing all contacts linked to the CRM communication in the Search Results summary table.
6. Highlight the row matching the desired contact record for whom the support provision case is being launched.
7. Otherwise, to nominate a primary contact not already associated with the CRM communication, enter their name into the dynamic search field provided 2. All possible matches are appended to the Search Results summary table.
8. Where the selected contact is linked to multiple Company records, use the corresponding drop-down field to affirm the valid value for the support provision case.
9. Click on Next. The Create Support Case window is displayed.
10. Using the Case type drop-down field, select the desired parameter value to reflect the overarching support provision classification i.e. Assessment or Support Plan.
11. Using the Support type drop-down field, select an appropriate parameter value to steer the progression of the support provision case, in line with the overarching classification.
12. Where the support provision case is being managed as a Referral from another establishment, activate the corresponding tick box provided; the associated Referral organisation and Referral contact must also be specified using the adjacent drop-down fields.
13. Using the Priority drop-down field, select the priority weighting applicable to the support provision case 3.
14. Click on Create Case. The Case Assignment window is displayed, ready to assign ownership for the support provision case 4. This requisite step is covered separately in the topic To allocate an owner to a support provision case.
15. Click on Save. The Support Case Details window is displayed, ready to progress all activities pertinent to the new support provision case.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, communication method, company) to ensure that the correct communication is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

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

3 These custom values can be populated by the end user via the general lookup parameter entitled Support Case Priority Type.

4 This option is only activated in the instance where no allocation rules have been defined for the selected support provision type.

See related topics...

Support provision case management overview

To allocate an owner to a support provision case

To start a new support provision case

To create a new support provision case via a contact record

To define a general lookup parameter value

Using the search facility