Knowledgebase articles
- Welcome to the Knowledge Base
- Introduction
- Training
- Getting Started
- Preferences
- Activities
- Cases
- Importing Data
- Leads
- Marketing
- Introduction to Marketing
- Marketing Campaigns
- Mailing Lists
- Products
- Mailshots
- Upload Library
- Templates
- Event Management
- Compliance Records
- Force24
- Spotler Integration
- What is Spotler?
- Navigating your Spotler homepage
- GatorMail
- GatorLeads / Web Insights
- Tracking Code
- Setting up the Plugin
- Viewing Web Insights Data on your Form Layouts
- Domain Names and Online Activities
- Reporting incorrect Leads created through Web Insights
- Reporting on Web Insights data
- Using UTM Values
- Why aren’t Online Activities being created in the database?
- Why is GatorLeads recording online activities in a foreign language?
- GatorSurvey
- GatorWorkflow
- GatorPopup
- Opportunities
- Projects
- Integrations
- Mapping
- Electronic Signing Tools
- Creditsafe Integration
- Zapier
- Introduction to Zapier
- Available Triggers and Actions
- Linking your Workbooks Account to Zapier
- Setting up Zaps
- Posted Invoices to Xero Invoices
- Xero payments to Workbooks Tasks
- New Case to Google Drive folder
- New Case to Basecamp Project
- New Workbooks Case to JIRA Ticket
- Jira Issue to new Case
- 123FormBuilder Form Entry to Case
- Eventbrite Attendee to Sales Lead and Task
- Facebook Ad Leads to Sales Leads
- Wufoo Form Entry to Sales Lead
- Posted Credit Note to Task
- QuickBooks Online
- Survey Monkey responses to Tasks
- Multistep Zaps
- Email Integrations
- Event & Webinar Integration Tools
- GoToWebinar
- ON24
- Microsoft Office
- Outreach
- Installation
- Outreach Authentication
- Sync People to Outreach Prospects
- Sync Organisations to Outreach Accounts
- Sync Workbooks Opportunities to Outreach
- Sync Tasks/Activities from Workbooks to Outreach
- Sync Outreach Sequences to Workbooks
- Sync Outreach Sequence States to Workbooks
- Sync Outreach Sequence Step Numbers to Workbooks
- Sync Prospects/Accounts/Opportunities from Outreach to Workbooks
- Sync Outreach Tasks/Calls/Meetings to Workbooks
- Scribe/Workbooks Connector
- RingCentral
- Auditing
- Comments
- People & Organisations
- Reporting
- Introduction to Reporting
- Using Reports
- Introduction to Charts
- Exporting Reports
- Advanced Reporting
- Report Snapshots
- Dashboards
- Transaction Documents
- Introduction to Transaction Documents
- Displaying & Adding Transaction Documents
- Copying Transaction Documents
- Transaction Documents Fields Help
- Transaction Documents Line Items Help
- Printing & Sending Transaction Documents
- Managing Transaction Document Currencies
- Managing Transaction Document Statuses
- Setting a Blank Default Currency on Transaction Documents
- Credit Notes
- Customer Orders
- Invoices
- Quotations
- Supplier Orders
- Contract Management
- Sagelink
- Introduction to Transaction Documents
- Configuration
- Introduction to System Administration
- Users & Security
- Database
- Accounting
- Email & Integration
- Customisation
- Creating & Modifying Picklists
- Theme
- Record Types
- Creating Custom Fields
- Report-based Custom Fields
- Linked Fields & Reference Fields
- Record Templates
- Form Layouts
- Customising relationships between parties
- Opportunity Stages
- Custom Records
- Sign In Customisation
- Automation
- Contact Support
- Releases & Roadmap
Displaying & Adding Cases
An overview of the ways of raising a Case, the available Case fields and the Landing Page Views
Adding Cases
To create a new Case you can:
- Click Start > Cases > New Case
- Click Start > New > Case
- Open the record for the person who’s reported the Case and on the main tab click New > Case
- Open the record for the person who’s reported the Case, open the Cases tab and click Add Case > New Case
Alternatively, if you have the Contract module you can:
- Open the Contract record relating to the goods/services for which support has been requested, open the Cases tab and click New Case
Cases can be assigned to an individual or to a Queue. Setting up and using Case Queues is a great way to ensure that Cases are allocated to the relevant people / teams quickly.
You can link to the Primary Contact record using the Person icon next to their name. Cases are automatically linked to the Primary Contact’s record. In addition, if the Primary Contact is linked to an employer the Case will also be linked to that employer’s Organisation record. If the Primary Contact changes employer, the employer field will stay unchanged until you reselect the Primary Contact. This means that the Case will stay related to the Organisation that it was raised by.
Displaying Cases
Clicking on Start > Cases displays the Cases Landing Page. The Cases Landing Page displays a choice of views:
- My Open Cases – a subset of all the Cases showing a list of those open Cases assigned to you or that you’re Watching.
- All Cases – a list of all the Cases on your database.
- Open Cases – a list of all the open Cases on your database.
- Closed Cases – a list of all the Cases on your database that have been closed.
You can customise the appearance of this (and any other) Landing Page including grouping, filtering and saving views. For more information on customising views click here.