Step By Step
Case Account Associations |
•Additionally, David can add Additional Accounts using the Account related list.  |
•In order to add an Additional Account, David goes on the Case Account Associations related list, clicks on the “New Case Account Association” button, selects an Account from the lookup field and clicks on Save.  |
•The Account is added to the Case Account Association related list.
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Case Customer Contacts |
•Furthermore, David can add Additional Contacts using the Contacts related list.  |
•In order to add an Additional Contact, David goes on the Contact related list, clicks on the “New Contact” button, selects a Contact from the lookup field and clicks on Save.
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•The Contact is added to the Contact related list.
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Customer Request Products |
•Now that the Customer Request is saved, David can add Products using the Products related list.  |
•In order to add a Product, David goes on the Customer Request Products related list, clicks on the “New Customer Request Product” button, selects a Product from the lookup field and clicks on Save. |
•The Product is added to the Customer Request Product related list.
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Open Activities |
•It is possible to assign tasks to users directly from the Customer Request and capture which Process this task is related to. These tasks have a priority, a due date, a close date and free text fields to capture the action and the result. |
•To create a new task, the user clicks on New Task on the Open Activities related list.
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Activity History |
•All the activities linked to the Customer Request are monitored in this related list. These activities include: -Tasks -Emails  |
Case Team |
•Users can be assigned to a Case Team. This allows the appropriate users to have read/write access to the Customer Request if the assigned user needs help or is not able to treat the Customer Request. |
•The assignees (Originator, Approver, Processor and Notified) are automatically added to the Case Team. |
•When a Customer Request is flagged as confidential, only the users in the Case Team will have read-only or read/write access to the Customer Request depending on their profiles.  |
Case Comment |
•This related list can be used to provide an overall comment on the Customer Request.
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Case History |
•Changes made to the Customer Request are tracked in this related list. |
•This allows to better understand who did what and when.  |
Google Docs & Attachments | |
•Documents can be attached to the Customer Request in 2 different ways -Add Google Doc: add an existing document from its Google Drive URL
| •Documents can be attached to the Customer Request in 2 different ways -Attach a file: add an document from your computer.
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