Creating a case in The Layer is simple and can be done in just a few steps! Cases help track and resolve customer issues effectively. Let’s walk you through it.
How to Create a Case:
Start Your Case:
Use the "New" button or the "Create Case" button from the Service Module
New Customer Case
Case Header:
Case Type:
Standard Cases:
Perfect for service-related issues like billing inquiries or troubleshooting.
These keep things simple, with no direct link to sales orders.
Jobs:
Best for cases involving sales orders, such as engineering services or product customizations.
Jobs include a dedicated Sales Orders Tab for creating or linking sales orders.
Not sure whether to create a Standard Case or Job? Find out here.
Assign the Customer: Use the search bar to select the customer for the case.
Affected Assets:
Add the affected asset item if you are aware of it while creating a case.
Core Details: Describe Your Case:
Add a subject (short title for the case) and a description (detailed explanation).
Add any documents that need to be attached to the case
Pro Tips:
⚡Only include customer-visible information in the description. Anything private can go in the notes section after the case is created.
⚡ Keep your subject concise yet descriptive, as this will be visible in stacks
⚡ Ensure your description gives enough detail for resolution.
Case Details:
Attach Sales Opportunities (if needed): Link to an existing opportunity or create a new one. Learn more about creating opportunities here.
Select the appropriate Case Category from the pre-existing list and a Subcategory. If your team has already set up a Priority and Request Type, the subcategory may automatically populate it.
Location and Contact:
Creating a Case for a New Contact? Click the "+" button next to "Contact" to add a new one. or select from the existing list
Associate a Site
Assignment and Ownership:
This information will auto-display if already set up. However, ensure the details are correct.
Finish and Save:
Click "Create Case", and you will be directed to your new case.