How to create cases?
For Sales Rep/Channel Partners/Admin
Users having Cases permission, can see the menu under the Manage menu.
Clicking on Cases, it will show Cases records created/shared having Case Types on the left shown as folders. Case Types are nothing but Case Field Layout created by Super Admin as mentioned above.
Creating Case -
On click of Create Record button, it will open the Case step wizard with 2 steps.
1. Search & Create Case
There is a Search Assets option provided similar to what exists in the Create Opportunities step wizard. Search will be based on the Case field mapped under Asset Configuration.
2. Additional Information
Under this step, there are several sub tabs namely Contacts, Opportunities, Documents and Images, along with Related Assets and Additional Information (these tabs are disabled similar to opportunity). The creator can associate one to many records to resp. Case to provide reference.
If a user has permission to view users, he can change the ownership of resp. records (cog icon). Also, Status/Stage and Priority can be updated in this step.
Contacts:
Opportunities:
Documents:
Images:
Editing Case -
1. A user can select a record to edit the same as shown below.
2. There will be a pop-up with Resolution tab selected by default. Resolution tab is nothing but replies submitted by users. Any user who can see Case Type can edit record(s) as well as be able to reply to the Case under the Resolution tab.
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