Cases Overview

Case records in SalesNOW store information about customer service issues. Each customer case can be tracked from the time that issue is reported all the way to when it is closed. All customer interaction associated with the case can be saved and the final case resolution can be recorded.

The case record stores a variety of information, each separated by sub-tabs. When you open a case record, the General sub-tab opens by default. To move to a different sub-tab, click the Escape key. Notice that the General sub-tab will change in color from light green to orange. To move to a different sub-tab, scroll left or right and click the trackball to enter into a different sub-tab section. The sub-tabs within the deal record are:

The case record stores a variety of information, each separated by a light brown title bar, including:

• Case Number this is the unique case number that is automatically created once a case record has been saved. It displays at the top left of the case record.
• General Information this is the case's basic information such as the case's subject (such as "Defective Keyboard", the case's contact and/or company association, case origin (for example, via email, phone call, etc.), case description, case type, case sub type (which is directly tied to the case type option - for example, the case type might be "Computer Hardware" and the case sub type might be "Defective Keyboard"), case priority, status of case (new, assigned, closed, rejected and duplicate), next appointment (scheduled call or meeting) and case notes.
• Contacts this section stores the names of any contacts that have been associated with this case and also their roles.
• Companies this section stores the names of any companies that have been associated with this case and also their roles.
• Emails this section stores any emails that have either been sent to or received from any contacts and manually associated with this case. Note that email attachments are not stored within SalesNOW.
• Calls this is a list of any calls that have been associated to this case.
• Meetings this is a list of any meetings that have been associated to this case.
• Tasks this is a list of any tasks that have been associated to this case.
• Custom this section stores information from any custom fields that may have been added to the case record by your SalesNOW Administrator. Note: the custom bar will not appear if there are no custom fields that have been added on the case document.

Note: To display information contained below a specific light brown title bar such as emails click show at the top right of the title bar. Similarly, to hide information contained below a specific light brown title bar, click hide at the top right of the bar.

See Also:

Creating New Cases

Customizing SalesNOW

Secondary Record Ownership