Case management — Limitations & best practice

Limitations

• Where to find it — Case Management is an Action Centre. It is available from the Action Centre menu, and can also be configured to appear as its own item in the left-hand menu. Where it sits can vary between accounts.
• Assignment — Assigned to on a case accepts SwiftFox users only, not contacts. Tasks created within a case can be assigned to a user or a team.
• Permission inheritance — posts created under a case automatically take the case's sharing settings. You can adjust an individual post's sharing afterwards if needed.
• Visibility on the feed — posts in a case appear on the Home feed, but remain visible only to the users, groups and circles with access to the case.

Best practice

• Set up case tags first — create the tags you need under Settings → Tags & categories → Case tags before creating cases, so they are available in the Select tags field. Case tags can also drive which custom fields appear.
• Set sharing before adding sensitive content — confirm the case's Sharing permissions before adding posts, since new posts inherit those permissions automatically.
• Relate the right contacts — add every relevant person and organisation under Related to so the case surfaces on each of their profiles.
• Keep correspondence together — use the Outlook plugin to capture emails as posts in the case, so notes, documents, emails and tasks all share one timeline.
• Use status to drive triage — keep each case's Status current so it lands in the right list view (New Cases, In Progress Cases, Closed Cases).
• Trace tasks via Linked To — when working in the global Tasks module, use the Linked To column to jump back to the originating case.