Case Management¶
In this article:
Overview¶
Case Management varies from one organisation or department to the next. Typically a Case represents a request for service. To a social service organisation, a case often represents a request for benefits. To a law enforcement organisation, a case typically refers to an investigation. To a tax agency, a case can be an audit, an attempt to collect taxes due, or a taxpayer inquiry about a tax bill. Case management functionality in Mythradon is designed to meet the needs of a broad range of case management uses.
Although each type of case has specific requirements, and individual organisations have unique procedures for managing cases, many of the underlying case management processes are similar. Users create cases in Mythradon and assign owners to cases. Users can add supporting documentation, notes, and other details to the case. They can associate the case with Accounts, Contacts, and Knowledge Base Articles. The case owner, and possibly others, typically needs to complete a set of activities to process the case. This may involve sending emails, arranging meetings, recording calls that are directly related to each case.
The Case entity can be associated with one Account and/or with multiple Contacts.
New cases are supposed to be created by the following scenarios:
- Manually by CRM users
- Manually by users of the customer portal
- Through the API (e.g. through the web form)
- Automatically when a new email came to a specific mailbox
To prevent overlooking of new cases, users can add Case entity type to the Global Auto-follow list at Preferences. Then they will automatically follow every new case.
Note: If there is no portal user associated with a linked contact, then the customer won't receive email notifications about updates in the Stream. You need to use emails for communication with the customer.
Stream¶
Case records have a stream that can be utilized for communications between customer and service.
CRM users can make internal posts that won't be visible in a customer portal. For this, you need to click the lock icon next to Post button.
Email-to-Case¶
Administrator can set up Group Email Account that will create a new case on each new inbound email. For more information see here.
Users can create a case from an email manually. On the email detail view, click the dropdown in the top-right corner, then Create Case. For more information see here
When a user want to send a reply to the customer, they need to make sure that the case is selected as a Parent of the email that is being sent. It will add the group email address to Reply-To field of the email. So the customer's reply will be sent to the group address rather than to the user’s one.
Users can also configure to update a case status when an upcoming a reply email being received. For more information see here.
Knowledge Base¶
Users can relate knowledge base articles to the case record. See more info about knowledge base here.
Customer Portal¶
Administrator can create a portal where customers will be able to create cases. Permission to create cases can be granted in a portal role.
Since portal users automatically follow cases they created, they will receive email notifications about new messages in the case's stream.
See also¶
- Mythradon Basics
- Mythradon Marketing
- Mythradon Sales
- Mythradon Service
- Mythradon System Administration
- Mythradon Tools