Where do I find Case Management?
Case Management is part of the Action Centre. Select Action Centre in the left-hand menu, then choose a view under the Case Management heading. If your account has placed it in its own area, it appears as its own item in the left-hand menu instead — it works the same way.
Full detail: Case entry points (Case Management area vs profile Cases tab) (Document ID: 169)
Can I create a case from a contact profile?
Yes. Open the person or organisation, go to the Cases tab, and click Create Case. The new case is already related to that contact.
Full detail: Creating a case (fields, Related To, case tags) (Document ID: 172)
What fields are used to set up a case?
Case Name, case tags (the Select tags field), any custom fields your account has set up, Description, Related to (people and/or organisations), Date, Status, Assigned to (a SwiftFox user), Associated documentation (attachments) and Sharing permissions. Date starts at today and Status starts at your account's default status.
Full detail: Creating a case (fields, Related To, case tags) (Document ID: 172)
How do I edit a case?
Open the case, click Edit on the Case tab, make your changes and click Save.
How do I set up case tags?
Case tags are created on the Case tags tab at Settings → Data & records → Tags & categories.
Full detail: Case tags setup (Document ID: 166)
Where do I manage case statuses?
At Settings → Features → Cases, on the Case statuses screen.
Full detail: Managing case statuses (Document ID: 375)
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). Posts created in the case take the case's permissions automatically. Tasks created in the case do not — they start visible to everyone unless you restrict them yourself.
Full detail: Case sharing permissions & inheritance to posts (Document ID: 171)
Do posts in a case show on the Home feed?
Yes. They behave like standard posts and appear on the Home feed, but only people with access to the case can see them.
Where do tasks created in a case appear?
On the case's Tasks tab, in the Tasks menu, and on the assignee's Home page. In the tasks table, the Linked to column shows the case each task belongs to.
Full detail: Tasks inside a case (Document ID: 173)
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 any extra columns from case custom fields in a custom view.
Full detail: Case list views & columns (Document ID: 164)
Will the case appear on related contacts' profiles?
Yes. A case appears on the Cases tab of every person and organisation listed under Related to.
Can I bring emails into a case?
Yes. Use the Outlook plugin to upload emails as posts into the case's post timeline.
Full detail: Posts inside a case (incl. Outlook plugin upload) (Document ID: 165)