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, scroll left or right and click the trackball to enter into a different sub-tab section.

The Case Number is a unique alpha-numeric case number that is automatically created once a case record has been saved. It displays at the top of the record once the data has been synchronized with SalesNOW on the Web.

The sub-tabs within the case record are:

• 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 section stores any call records that have been associated with this case. This includes both scheduled phone calls (calls that you've planned in the future, see Scheduling Calls) as well as call logs (records of calls that have taken place, see Creating Call Logs).
• Meetings this section stores any meeting records that have been associated with this case. This includes both scheduled meetings (meetings that you've planned in the future, see Scheduling Meetings) as well as call logs (records of calls that have taken place, see Creating Meeting Logs).
• Tasks this section stores information about activities, such as to-do items and reminders, that have been associated with 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 tab will not appear if there are no custom fields that have been added on the case document.

See Also:

Creating New Cases

Calling Contacts from a Case

Emailing Contacts from a Case