To start a new generic case

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The procedure to start a new generic case is as follows:

  1. Click on New Case 1. The Select Case Type window is displayed.
  2. Using the Case type drop-down field, select the specific classification option of Generic Case.
  3. Click on Next. The Create Generic Case - Select Case Type window is displayed.
  4. Using the Company drop-down field, select the company to which the new generic case relates.
  5. Enter a category, case type or keyword into the search field provided i.e. to identify the appropriate classification for the new generic case 2. All possible matches are returned in the Search Results summary table 3.
  6. Highlight the row matching the desired classification type for the new generic case.
  7. 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.
  8. Enter a corresponding Entity name into the dynamic search field provided i.e. to identify the data record relevant to the new generic case 4. All possible matches are returned in the Search Results summary table, ready for selection.
  9. Highlight the row containing the exact record match i.e. the specific entity relevant to the new generic case; otherwise, use the Back button to revise the choice of classification type.
  10. 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 New Case option is continually accessible within the user desktop area, irrespective of functionality in current focus.

2 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.

3 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.

4 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.


See related topics...

Generic case process management overview

To create a new generic case via a contact record

To create a new generic case via a CRM communication