Understanding Cases
Cases are your go-to tool for managing customer interactions, tracking service issues, and creating workflows that can scale with your business needs. Whether you're addressing a simple inquiry or setting up a job linked to sales, understanding how to work with Cases is foundational to getting the most out of your Service module.
If you're new to creating Cases, start by learning:
Now, let’s explore the difference between Cases and Jobs and how they integrate seamlessly with your sales orders.
Cases vs. Jobs: What’s the Difference?
Standard Cases:
Perfect for service-related issues like billing inquiries or troubleshooting.
Keeps things simple—no direct link to sales orders.
Jobs:
Best for cases involving sales orders (e.g., engineering services, product customizations).
Includes a Sales Orders Tab for creating or linking sales orders.
When to a Standard Case or a Job:
Use Standard Case for:
General inquiries or service issues without a sales order.
Use Job for:
Scenarios requiring a sales order or linked to billable services.
⚡ Tip: When in doubt, start with a Job—it has more flexibility and works like a Case but with added features for sales!
How to Create a Job
Go to the New Case window.
In the Case Header section, locate the Case Type field.
Select Job from the options:
Job
Standard Case
Next, continue filling out the details for your Job, such as customer information, descriptions, and any related activities.
How to Switch from a Standard Case to a Job
Open the existing Case window.
Navigate to the Summary Tab.
Locate the Case Type field.
Change it from Standard Case to Job.
Your case now functions as a Job, allowing you to add or manage sales orders directly.
⚠️ Important: Don’t forget to save your changes before closing the window! This ensures the switch takes effect properly.
How to Create a Sales Order from a Job
Open the Sales Orders Tab in your Job.
Click New Order and complete the required fields.
Save your order to finalise the process.
Features of a Job
Sales Orders Tab:
Create or link sales orders directly within the Job.
Streamlines your workflow by centralising case and sales processes.
Cases in Sales Orders:
View linked Jobs in the Cases Tab of any sales order: Displays all cases (of any type) linked to the order under Parent Record: Order header
Next, all customer-related issues, listed under the Parent Record: Customer header, keeping everything customer-related organized in one place
Unified Workflow:
Manage both billable and non-billable activities within a Job.
Enables tracking of project phases, resource allocations, and more, ensuring clarity on work performed.
📝 By understanding how to use a Standard Case and Job and switching between them when needed, you can keep your processes efficient and ensure every sales opportunity is captured.