How to create a case in the customer record

In the customer record there are 2 options to create a new case.

  • Using the case tab

  • Using the service tab


To create the case either select new case from the drop down in the service tab or click the new case button in the case tab.

You will first need to decide if you wish to create a case or a job, please click here to help you make that decision.

This will pop-up with the case creation window, as you are in the customer record you will see some of the information has been populated for you. The customer name is detailed the contact field will populate with the first contact name this is in alphabetical order, also the case owner field will populate with the case creator details as the owner.

If your case has a sales element to it, for example an additional device you can attach this to an existing opportunity.


Alternatively you can create a new opportunity to attach the case too.

Please click here for more details on opportunity creation.

If you are creating a case for a new contact click on plus button next to 'Contact' to create a new contact.

Fill in required information and save.

You will need to create your case category and sub category from the drop down list, if the category you require isn’t detailed please contact your Layer administrator for support.

Please detail your case subject and description, the subject is your case title this will be visible to the customer and also on your workstacks we would recommend this is short detailed synopsis of the case issue. The case description is also visible to the customer and should detail the case issue in detail.

Once you are happy with the content you are creating and you’re ready to create your case, click on the create button

Once you click create this will direct you to your case record.

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