Cases

Issues and Requests submitted by your customers are logged as cases in the CRM. The cases are automatically associated with your customers so that all cases associated with a specific customer can be tracked in one place. Using the Soffront CRM you can design and customize your customer support process allowing the entire support team to follow a predefined process for issue resolution. This guarantees quick resolution times and higher customer satisfaction.

Click on Cases under Service to open Cases list view page.

Cases list view page

Here you can see your Cases according to Status such as All,Open etc. by default all are selected. You can click on the All cases drop down list to set filters.

  • Click on  to Add new Cases.
  • Click on  to Refresh list.
  • Click on  to Customize column view according to your preferences.

While you are adding a new case the pop-up screen will appear as shown in the image below:

By default, the case is assigned to the user. Soffront CRM allows you to keep the cases as Unassigned. To do so follow the step given below:

  • Click on the Assigned to drop down to select Unassigned. This will make sure that the case is not assigned to any user by default. Refer to the image below:

If you select Unassigned no email will be sent even if the Notify Assigned to check box is selected.  If Unassigned  is selected the workflow will not be applied and tasks will not be created by default.

Note: Cases are automatically linked to the Lead/Customer of that particular contact for which it is created.

Each Cases has the following option in their Actions shortcut menu.

  • Click on  to Add Notes.
  • Click on  to add Task.
  • Click on  to Convert Cases to a different stage.
  • Click on  to switch or apply workflows.
  • Click on  to Assign the case to a Support Rep.
  • Click on  to Edit  Leads/Customers.
  • Click on  to Delete records.
  • Click on  to convert to Excel the selected records.
  • Click on  to Print the selected records.