Case in Field Service CRM
A case in Field Service CRM helps track customer issues and ensures timely resolution. Follow these simple steps to create a case efficiently.
1. Open the Case Module
Log in to CRM and navigate to Service > Cases.
Click New Case to start a new entry.
2. Enter Case Details
Title: Briefly describe the issue.
Customer: Select the customer reporting the problem.
Contact: Auto-filled if linked to an existing customer.
Case Type: Choose Incident, Request, or Complaint.
Priority: Set to Low, Medium, or High.
Status: Default is Open.
Description: Provide issue details.
- Incident Type: Select the predefined incident type that categorizes the issue. This ensures proper tracking and helps define required service tasks when converting to a work order.
3. Assign the Case
Select a Case Owner (support agent or technician).
Use auto-assignment for automatic technician allocation.
4. Add Related Information
Attachments: Upload relevant files or images.
Work Orders: Link to an existing or new work order.
Customer Assets: Associate with a specific asset if needed.
5. Save and Track Progress
Click Save & Close.
Use the Case Timeline for updates.
Enable automated notifications for customer updates.
Next: Work Order Creation
Once the case is validated, the next step is generating a Work Order to dispatch a technician. Stay tuned for Step 2: Work Order Creation!
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