Cases
Overview
A case can be an appointment, a phone call, a problem report, a sales or service order, or a variety of other things.
You can view cases by double-clicking Relationships in the navigation panel, then clicking Cases.
Key Features
Cases provide a ticketing system that can be used to schedule the time of sales representatives and campaigns for telemarketing teams.
Emails from customers can create cases against existing transactions such as sales orders and service orders. Such cases can then be tracked and followed up by your customer service team.
Emails and SMS generated by the system or sent by customers in respect to a cases are automatically logged against the case and accessible from the source transaction or campaign
Campaigns can generate sets of cases and assign them to This integrates to Readysell's CRM features
Sales can capture information about once off or past customers and machines that are not serviced by your business. The CRM system can drill into that data via reports and campaigns. Producing cases that are used to implement and track the results of sales efforts.
Cases can be scheduled and displayed on mobile phones used by sales representatives and shared with the customer service team working through Readysell.
Sales, service orders, quotes, further calls, emails, sms messages and other transactions can be generated from and linked to cases. Allowing your team to act on the feedback received from customers.
This feature is not available in Readysell Lite.
Getting Started
Reference
Buttons
Refer to Common Buttons.
Image | Name | Description |
|---|---|---|
 | New Service Order | Allows you to create a new service order from a card from the Case |
| New Service via Template | Allows you to create a new service order via a template from the Case |
| New Sale Order | Allows you to create a new sales order from the Case |
| Send Email | Allows you to send an email from this case linking it back to this case |
| Standard Note | This is a standard Note case note description that consists of 3 sections of notes (there should be a standard list to choose from and also you can add to it if required to do so from the Administration Standard Notes section)
|
| Cases Filter | Cases list view changes to display only cases that meet the filter criteria. The last filter setting selected will be saved and defaulted when user next access the module. |
| Related | If a case has any related records in Readysell (for example, a case might have a related card), you can use the Show Related button in the Home ribbon to view these records. |
Fields
Name | Description |
|---|---|
Case Type | Select the type of case (In administration there is a list called "Case type" where you can create a new case types). |
Number | Uniquely automated |
Status | The status of the case. Either:
|
Case Name | Identifies the case in the system |
Workflow Status | Where the case is up to (logged, call, ready, visit) |
Card | This is the card for this case |
Person | This is the contact person for this case, this selection is available from the card information |
Priority | This is the priority for this case |
Assigned To | The name of the user to whom the case is assigned |
Due Date | The due date the case is to be resolved by |
W/F Change Due | Work Flow Change Due date - each work flow might have a number of days that the status needs to be completed by, allowing the change of W/F Change Due date to update or you can update this manually |
Date Created | The date and time that the case was created in the Readysell system. |
Date Updated | The last date the case was updated |
Next Event | You can schedule the next event for this case |
Next Activity Due Date | The date the next activity is due- is populated when you create an activity in the case. The idea is to put in the activity and set the date ahead of time (e.g. if you're calling back next week, you put in the activity and date it next week, then when you do it you check "Completed") |
Outcome | Outcome of the case |
Objective | The objective of the case |
Activities tab
Name | Description |
|---|---|
| Filter to view all activities for that case or outstanding ones |
Date | The date and time of the activity |
Communication Method | The communication method for this activity (e.g: Email, Telephone, Service call etc.) |
Notes | This field contains any notes that have been entered for the activity |
Completed | Checked (flagged) if the activity is completed. |
Events tab
Name | Description |
|---|---|
Subject |
|
Card |
|
Service Order |
|
Address |
|
Status |
|
Contact Person |
|
Recurrence |
|
Start On |
|
End On |
|
Label |
|
Location |
|
Send Scheduled Event Reminder Minutes Early |
|
Description |
|
Send Scheduled Event Reminder (check/flag box) |
|
Scheduled Event Reminder Sent (check/flag box) |
|
Send Scheduled Event Reminder To Contact Person (check/flag box) |
|
All Day (check/flag box) |
|
Resources |
|
General tab
Name | Description |
|---|---|
Site | The site that has been entered or defaulted to for the case |
Machine | This is the machine for this case, you can create a new machine from here by clicking on "new". Another screen will opened with pre-populated fields. |
Service Order |
|
Sale Order |
|
Token | Each case has it's own unique token number. That way when the customer responds to an email sent to them that has the token number on it, the email is linked to the case for tracking purposes. |
Notes tab
Message Logs tab
File Attachments tab
Schedule tab