When creating a new case; you can select an Contact List entry or select an existing client service case or activity associated with the Contact List entry.
- Click on the Contact List entry or an existing client service case associated with the Contact List entry to make it the current entry.
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In the Hotlist page; click on an activity associated with the Contact List entry to make it the current entry.
- In the Contact List page; select Actions Create a Client Service Case.
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In the Contact List or Client Service page; right-click and select Create a Case.
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In the Client Service page; select Edit Create a case.
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In the Contact List or Hotlist page; in the following pane; select the Client Service tab; and select the Add icon.
The Details tab opens.
- If necessary; click the Contact field to search for a Contact for the case.
The Contact can be associated with any Company or Household in the Contact List; and not only with the selected Contact List entry.
- Specify the basic fields for the client service case.
- Select the applicable Products/Services and Categories for the case.
- Enter a Subject and a Description of the case.
- From the Key Fields for drop-down list; select a Key Fields list; and enter values for the fields in the list.
Key Fields lists contain system fields and user-defined fields. They may include the following fields:
- Follow-up deadline – Select the follow-up deadline for the case.
- Case Owner – Select the Maximizer user who is ultimately responsible for the closure of the case.
- Assigned to – Select the Maximizer user who the case is assigned to.
A Hotlist task; based on the follow-up deadline; is automatically created for the assigned user. The task is automatically modified when the follow-up deadline or assigned user is modified. And when the case is resolved; the task is marked as complete.
- Click Save to save the new client service case.