Case overview

When viewing a case you will be presented with the following:

The case ribbon: this displays important information such as the case reference number, linked Person Record, case status and key case details.

Tabs that will allow you to view specific detailed information associated with the case, including:

• Timeline: a chronological timeline of events and changes related to the case.
• Details: the basic case values / details.
• Messages: any messages that have been generated a part of the process of managing the case.
• Notes: Important information and alerts that are relevant to the case.
• Files: Any associated files and documents that may have been uploaded.
• Letters: Any letters generated within CXM in relation to the case.
• History: A detailed history of individual actions in relation to the case.

Actions that you can undertake such as assigning someone to manage the case, and transitions that you can apply to move the case on to a different stage of the process.