add-a-customer-service-case-from-microsoft-outlook

You can create Customer Service cases in Maximizer from email messages in Microsoft Outlook. You can create a new Address Book entry while creating the case or create the case for an existing Address Book entry.

You have a number of options when creating Customer Service cases in Outlook:

• Create a new contact and a new Customer Service case at the same time.
• Create a new case from a related Address Book entry. This option lets you search your Address Book for an entry.
• Create a case for the selected Address Book entry. This option is available only if Maximizer CRM Live is open in Microsoft Internet Explorer and an Address Book entry is currently selected.
• Save the email message to an existing Customer Service case. This option is available only if Maximizer CRM Live is open in Microsoft Internet Explorer and a Customer Service case is currently selected.

To add a case from Outlook

1. Select an email message in Outlook; and select Create Case in the Maximizer tab. The Maximizer Customer Service dialog box opens.
   
   
2. Select the type of entry you want to create; and click OK.
   
   
3. If you are creating a new Contact at the same time as the Customer Service case; enter the information for the Contact.
4. If necessary; select the Address Book entry to which you want to save the email message.
5. If there is an associated Address Book entry for the selected email message; it is displayed in the Entries assigned for Case Creation list. If necessary; search for entries and assign them to the case.
6. Specify the most important information about the case.
   

   The Subject and Description fields default to the subject and content of the email message.

7. To specify Products/Services or Categories for the case; select the ellipsis button next to the appropriate field and select values for the field. Other fields for the case must be specified in Maximizer.