Overview
Cases are used to track customer issues, requests, or service matters that need follow-up and closure. They help the team record what happened, who is responsible, how urgent the matter is, and whether it has been resolved.
Main purposeCapture and manage customer issues and service follow-up in a controlled way.
Important areasCase list, case details, status, priority, assigned employee, linked customer, notes, and resolution.
Business valueFaster response, clearer ownership, and better service history for future review.
Where To Find It
Common Path: CRM > Cases > Cases List > New or Open Case
Users normally open the Cases List to review open items, filter by status or assignee, then open a case to update progress.
Note: Some companies use cases for support tickets, service calls, complaints, or internal follow-up. The screen can support all of these business uses.
How It Works
A case stays open while the issue is being reviewed or worked on. Users update the status, priority, notes, and ownership until the matter is completed or closed.
- Priority helps the team understand urgency.
- Status shows whether the case is new, open, pending, or resolved.
- Assigned employee keeps responsibility clear.
- Linked customer or contact keeps the service history connected to the right partner.
Main Areas
| Area | What It Is Used For |
|---|---|
| Cases List | Review current cases, apply filters, and open or create records. |
| Case Details | Record the issue, background, and related customer or contact. |
| Priority And Status | Control urgency and progress. |
| Assignment | Shows who is responsible for the next action. |
| Resolution Notes | Capture what was done and how the matter was completed. |
Important Fields And Controls
| Field Or Control | What It Means | When To Use It |
|---|---|---|
| Case Subject | The short title of the issue or request. | Use a name that helps other users understand the matter quickly. |
| Customer / Contact | The business partner involved in the case. | Use it to keep case history tied to the correct account. |
| Priority | The urgency level of the case. | Use it to control work order and response time. |
| Status | The current progress of the case. | Update it whenever the case moves from open to pending to resolved. |
| Assigned To | The employee responsible for follow-up. | Set it clearly so cases do not get lost. |
| Reason / Category | The type of case or issue. | Use it for reporting and process review. |
| Resolution Notes | What was finally done to complete the matter. | Use it when the issue is closed or handed over. |
Recommended Workflow
- Create the case from the Cases List.
- Enter the subject, linked customer or contact, and the issue details.
- Set the correct priority and current status.
- Assign the case to the right employee or team member.
- Add notes as work progresses and update the status regularly.
- Record the final outcome and close the case when it is resolved.
Best Practice
- Use consistent priority rules across the team.
- Update status regularly so open-case reports stay useful.
- Do not leave resolved matters marked as open.
- Keep resolution notes short but meaningful.
- Use categories or reasons consistently for better analysis later.