Creating a Case in SugarCRM

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sugarcrm_iconNeed a way to keep track of customer complaints or reported problems?  By creating a Case in SugarCRM and linking it to an account, you can track calls, contacts and actions made whilst resolving the case.

Screen Shot 2014-03-04 at 1.24.51 PMTo create a case click on Create Case from the drop down selection on your menu bar.  This will take you to the page where you can log all of the information relating to the issue.  When you are viewing your menu bar you will also see two categories under Cases.  These allow you to see which cases have been recently viewed and which ones have been classed as a favourite, making them easily accessible.

Screen Shot 2014-03-04 at 2.05.08 PMWhen completing this form you will see that you are able to set priority to the case as High, Medium or Low and that you can set the status of the case, changing it as you make progress.  By keeping this up to date you make it easier for your colleagues to assist the customer should they contact you regarding the matter.  It will also help you track how quickly and efficiently you are responding to and solving such situations.  These will prove to be excellent tools when you need to filter and prioritize your workload.

Add in the Account Name, Contact and Subject as well as a brief paragraph describing the Issue and what Resolution you have decided upon. Provide as much information as possible so that if your colleagues need to access the account for an update, they get all of the information they require.  You can also create a case here for any internal issues that you may have.  If your system is not displaying properly on the screen, create a case so that your technical support team are able to add you to their workload.

Customize the drop down menus to provide categories that are relevant to your business and then select which Type the issue should fall under.  It could be a billing enquiry, technical support issue or anything else that is applicable.  When your business has lots of departments, it is good to have specific types so that it can be allocated to the correct team.

Screen Shot 2014-03-04 at 3.17.23 PMTowards the bottom of the screen you will see that you have a section for adding in who the case is Assigned To, which Teams have access and the Work Log information.  The work log section provides you with a field to add in any time allocated to resolving the case, any billing that may be applicable or any other events that you feel should be recorded.

Once you have completed all of the fields, click Save.  You case has been created so now you can track it as you progress towards resolving it.

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