Service cases can include anything from customer service issues such as late or incorrect invoices, poor quality of products and services, inadequate delivery of products and services, and so on. In this section, we'll explore the case management process, including the following:
Creating cases
Assigning cases
Connecting cases to another record
Creating a subject tree
Adding case notes
Creating a recurring appointment
Resolving a case
Using case views
Searching for case records
Working with system charts for cases
The first step is for a user to create a case.
To create a case, perform the following steps:
Start CRM and go to the Services module in the left-hand navigation area.
Select Cases.
On the contextual ribbon, click on New.
Enter the following required fields:
Title: A clear, concise description of the case. This field is required.
Customer: The account or contact record against which the case is being logged.
Owner: This defaults to the user creating the record...