Case management — Limitations & best practice

Limitations

• Where to find it — Case Management is part of the Action Centre. It is available from the Action Centre menu, and your account can place it in its own area so it appears 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 applies to posts only — posts created in a case automatically take the case's sharing settings, and you can adjust an individual post's sharing afterwards. Tasks created in a case do not inherit; a new task starts visible to everyone unless you restrict it.
• 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.
• Profile Cases tab — a contact's Cases tab lists the cases they are related to. Cases only assigned to a user don't appear on that user's profile unless they created them or are listed under Related to — filter a Case Management view on Assigned to instead.

Best practice

• Set up case tags first — create the tags you need on the Case tags tab at Settings → Data & records → Tags & categories before creating cases, so they are available in the Select tags field. Case tags can also control which custom fields appear. See Case tags setup (Document ID: 166).
• Set sharing before adding sensitive content — confirm the case's Sharing permissions before adding posts, since new posts take those permissions automatically. See Case sharing permissions & inheritance to posts (Document ID: 171).
• Restrict tasks on sensitive cases — set each task's Sharing permissions when you create it, because tasks don't take the case's permissions. See Tasks inside a case (Document ID: 173).
• 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. See Posts inside a case (incl. Outlook plugin upload) (Document ID: 165).
• 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). See Managing case statuses (Document ID: 375).
• Trace tasks via Linked to — when working in the Tasks feature, use the Linked to column to see which case a task belongs to.