Creating CRM Cases in iPath is exactly the same as creating any other type of case such as a Repair, Billing or Finance Case. The following steps outline the process for creating a new CRM Case:
From the Home page, select a Customer or Account (a CRM case can be opened against a Customer (i.e. all their accounts) or a specific Account for a Customer. Then click on the CRM Case tab, then click the New CRM Case link as shown below:
Upon clicking the New CRM Case screen, the following window will appear:
Enter the required fields. Then click Save. Upon clicking Save other fields will be displayed. As shown below:
Note that other fields are now displayed (in this case, BTN, WTN, Carrier). The fields displayed will differ depending on the Type and Issue selected.
Also note that the Notes, Contacts, Inventory, History & Attached Files tabs are displayed. On the Notes tab, new notes can be added to the Case (and e-mailed to the Customer. To assigned a Contact for the Case, click the Contacts tab, and select the appropriate Contact (or add a new one). Note that for existing contacts you may edit their contact information in iPath directly from this section.
If any documentation should be attached to the Case, click the Attached Files tab and attach the appropriate documents to the Case.