How to use CRM support case?
Step 1: Click on Support Case(SC) in the CRM drop-down list and create a new support case.
Step 2: Select the customer needing after-sales support and the related order.
In the Sales Order Drop-Down List (DDL), the system will display all Sales Orders' belonging to the customer you selected.
Step 3: Set the access to this SC in the Access DDL.
There are three options (everyone, users, and owner only.)
For the users' option, you can select multiple users who can access this SC.
Step 4: Select items and document links, attachments
With the selected Sales Order, DDL will show the related items.
In the Serial number option, DDL shows the Serial Number (SN) list from all DO details (Since 1 SO can have multiple DOs, it is more practical to show SN based on DO.)
#Documents will display all document types (Orders, Exchanges & Returns, Quotations) belonging to the customer.
#Attachments are optional, you can attach files like warranty terms or proof of damaged product as long as their format is PDF, XLS, DOC, etc.
Step 5: Once you have finished attaching files, click SAVE.
This support case is now created with a status of In Progress.
If you need to add any related documents or edit this support case, click the Create Documents and Edit button in the upper right corner.
Once the support process is approved or complete, click Close Case (Remember that when you close cases, you can no longer edit or delete them.)
All support cases will be displayed along with the assignee, assignor, status, customer name, and date created in the support case list.
You can easily search for a case by customer name or support case number in the search bar at the top
