There are two ways into Case Management. Both open the same cases and let you create new ones — they simply differ in scope.
1. The account-wide Case Management area
The Case Management area is the account-wide entry point. It shows all cases you have access to, across every contact, in the built-in list views (All Cases, New Cases, In Progress Cases and Closed Cases), plus any custom views your account has added.
Case Management is part of the Action Centre. You can reach it in two ways, and it behaves identically in both:
- Select Action Centre in the left-hand menu, then choose a view under the Case Management heading (for example All Cases).
- If your account has placed Case Management in its own Action Centre area, that area appears as its own item directly in the left-hand menu.
Where it sits can vary between accounts, because Action Centre areas and sections are configured by your organisation. See Creating an Action Centre & permissions (Document ID: 152).
2. The Cases tab on a contact profile
Every person and organisation profile has a Cases tab. This is the contact-specific entry point: it shows the cases the contact is listed on under Related to.
To open it:
- Open a person or organisation profile.
- Go to the Cases tab.
From here you can review the contact's cases and click Create Case to add a case that is already related to that contact. On a SwiftFox user's profile, the tab can also switch to the cases that user created — see Profile-level case visibility (mentioned vs authored) (Document ID: 168).
Which entry point to use
- Use the Case Management area when you want to work across all cases, triage by status, or find a case without first knowing the contact.
- Use the profile Cases tab when you are working from a specific person or organisation and want to see or add cases for them.
A case created from either entry point appears in both places: it is listed in the Case Management views and on the Cases tab of every contact it is related to.
Related guides
- Creating a case (fields, Related To, case tags) (Document ID: 172)
- Case list views & columns (Document ID: 164)