Where do I find Case Management?
Case Management is an Action Centre. Open it from the Action Centre in the left-hand menu, or directly from the left-hand menu if your account has configured it to appear there as its own item. It works the same way in either location.
Can I create a case from a contact profile?
Yes. Open the person or organisation, go to the Cases tab, and click Create Case.
What fields are used to set up a case?
Case Name, case tags (the Select tags field), any custom fields, Description, Related to contacts (people and/or organisations), Date, Status, Assigned to (a SwiftFox user), optional Associated documentation (attachments), and Sharing permissions.
How do I set up case tags?
Go to Settings → Tags & categories and open the Case tags tab. Click Add, give the tag a name, and optionally set it to auto-apply for chosen user groups. The tag is then available on cases and for filtering.
Who can be assigned to a case?
Only SwiftFox users — not contacts. (Tasks inside a case can be assigned to a user or a team.)
How do permissions work?
Set Sharing permissions on the case (users, user groups and circles). All posts created under the case automatically inherit these permissions, keeping the data secure.
Do posts in a case show on the Home feed?
Yes. They function like standard posts and appear on the Home feed, but are only visible to those with the case's access permissions.
Where do tasks created in a case appear?
In the global Tasks menu and on the assignee's homepage. Each task indicates it is Linked To the case.
What columns can I expect in the case list?
Title, Description, Type (the case tags), Status, Date, Created by, Contact record, Assigned to, Last contacted and Attachments, plus row quick actions to open Posts, Tasks and Comments.
Will the case appear on related contacts' profiles?
Yes. Creating a case adds it to the Cases tab of all Related to contacts (people and organisations) you linked.
Can I bring emails into a case?
Yes. Use the Outlook plugin to upload emails as posts into the case's post timeline.