Case management — Workflows: step-by-step

This page summarises the main procedures for working with cases. Each one ends with a pointer to the guide that holds the full detail.

A) Open Case Management

1. Select Action Centre in the left-hand menu. If your account has placed Case Management in its own area, select that item in the left-hand menu instead — it works the same way.
2. Under the Case Management heading, choose a view: All Cases, New Cases, In Progress Cases, Closed Cases, or a custom view your account has added.

Full detail: Case entry points (Case Management area vs profile Cases tab) (Document ID: 169)

B) Create a case

1. In any case view, or on the Cases tab of a person or organisation profile, click Create Case. The New Case drawer opens.
2. Enter the Case Name, add case tags in Select tags, complete any custom fields shown, and enter a Description.
3. Under Related to, add the people and/or organisations the case concerns.
4. Check the Date and Status (both are pre-filled) and choose who the case is Assigned to.
5. Add any files under Associated documentation.
6. Click Sharing permissions (top right), set who can access the case, and click Apply.
7. Click Create.

Full detail: Creating a case (fields, Related To, case tags) (Document ID: 172). For sharing, see Case sharing permissions & inheritance to posts (Document ID: 171).

C) Edit a case

1. Open the case. It opens on the Case tab.
2. Click Edit, update the details, and click Save.

Full detail: Creating a case (fields, Related To, case tags) (Document ID: 172)

D) Add a post to a case

1. Open the case and go to the Post tab. If the case already has posts, click Create Post.
2. Write the post, add post tags, tag contacts with @, and drag in any files to attach.
3. Click Post. The post takes the case's sharing permissions automatically.
4. Optionally, use the Outlook plugin to upload emails as posts to the case thread.

Full detail: Posts inside a case (incl. Outlook plugin upload) (Document ID: 165)

E) Add a task to a case

1. Open the case and go to the Tasks tab. If the case already has tasks, click Add task.
2. Enter the Task name, optionally set a due date and time, and assign the task to a User or a Team.
3. If the task should be restricted, click Sharing permissions under Permissions and set who can see it — tasks do not take the case's permissions.
4. Click Create.

Full detail: Tasks inside a case (Document ID: 173)

F) Comment on a case

1. Open the case and go to the Comments tab.
2. Type your comment in the Add a comment and/or tag people with @ box, using @ to tag a colleague, and send it.

Earlier comments are listed below the box, newest first.

G) Review cases in a list view

1. In Case Management, choose a view.
2. Use Search, Filter and Sort in the toolbar to narrow the list, and Export to download it.
3. Click a row to open the case, or use the Posts, Tasks and Comments icons at the right of the row to open the case straight on that tab. The ⋮ menu on a row offers View, Sharing permissions and Delete.

Full detail: Case list views & columns (Document ID: 164)

H) Set up case tags, statuses, custom fields and views

• Case tags — Settings → Data & records → Tags & categories, Case tags tab. Full detail: Case tags setup (Document ID: 166)
• Case statuses — Settings → Features → Cases. Full detail: Managing case statuses (Document ID: 375)
• Case custom fields — Settings → Data & records → Custom fields, Cases tab. Full detail: Custom fields on cases (Document ID: 374)
• Custom case views — built as Cases Action Centres. Full detail: Custom case views in the Action Centre (Document ID: 420)