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Creating and Editing Case Records

When you process an interaction with an existing customer, you create or edit a case record of the interaction either during or after the interaction. You can create, edit and save a case record, which the CRM pulls out during the next interaction with the same customer, enabling you to process the case efficiently. You create follow-up records to handle subsequent interactions with the customer regarding the same case. At times, when a customer needs information, you may respond by emailing the case information to them.

The Cases tab allows you to:

Best Practice: Edit an existing case record if you wish to re-word a case record or change the case attributes such as Status, Priority, Severity etc. Create a follow-up record for each subsequent interaction of the same case.

The procedure in this section describes the use of the default customer fields. Depending on how your contact center administrator has configured your Local CRM, the customer creation tool may display additional customer fields.

While creating a case, you can notify it to the customer.

To create a case record:

  1. Click New Case link in the Cases tab.

    By default, the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays the Create New Case page.

    Figure 53: Agent Console, Create New Case tool, Properties tab

    If your administrator enables HTML support for CRM, the CRM rich text editor shows. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 1.

  2. In the Create New Case page, choose case attributes and add comments to create a case record.
  3. Optionally, click Notify to send case notification to customer.

    1. Select the From address from the drop down menu if it fails to populate automatically.

    2. Select the To address from the list of recipients if not populated automatically. Select Cc and Bcc recipients if needed.

      Note: Based on the configuration of your contact center, the To email addresses may populate automatically eliminating the need to manually enter the information. You will still need to add Cc and Bcc addresses from the available list of recipients or manually.

    3. In the Subject and Description text entry areas, type the subject and message regarding the case if you did not enter this information in the Properties tab.

      Note: If HTML support is enabled, you can create content in the Description field using CRM rich text editor. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 1.

    4. Select Signature for the email message.

      Note: You must set the right values for default from and default signature fields in your profile to automatically populate the From and Signature fields in the Notification tab.

  4. Optionally, insert FAQs or attach files to the case record.

    You can insert FAQ using shortcuts or by browsing through the FAQ Knowledge base. Shortcuts link to the FAQs. For details, See "Inserting FAQ Responses into Emails "

  5. Perform one of the following tasks:

Managing a Case Record

After you create and save a case record, you can edit the information or delete a case record provided that you have the delete and edit permissions. Contact your Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. administrator to inquire about your permissions.

To edit a case record:

  1. Click Cases tab. A list of cases appears.
  2. Click one of the actions items in the list to view, edit, or delete the case record.

  3. Select and open a case from the list by clicking the case number. Click Edit at the bottom of the page.

Viewing a Case Record

When you open a case, you are able to view details, attachment, follow-up and history,

Note: You can configure the columns order in cases, customers and tasks result page to have them in a particular order. To change the order, select and drag the column to the desired location.


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