Creating a new case

It is possible to create a case on behalf of a customer from either the Dashboard or Person Record.

Creating a case from the Dashboard

First select the New Case button to begin the process.

Select the type of case that you want to create from the dropdown list and then click Next.

To associate the case with a Person Record select Find Person.

Search for the customer's Person Record using:

• First name
• Last name
• House number (optional)
• Street (optional)
• Postcode (optional) Once you have entered your search criteria click Find.

Select the correct Person Record from the dropdown list and the click Link Person to Case.

The Person Record details will be confirmed. If these are correct click Continue.

To finish creating the case simply complete the form that you are presented with. This could be a CXM case form or an internal XForm.

Creating a case from the Person Record

First locate the Person Record that you want to associate the case with (see Searching for a customer for more details).

Select the New Case button when viewing the Person Record.

Select the type of case that you want to create from the dropdown list and then click Next.

To finish creating the case simply complete the form that you are presented with. This could be a CXM case form or an internal XForm.