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How to create a case in the customer record

Learn how to create a customer case directly from the customer record, including adding contacts, assets, and linking opportunities.

M
Written by Michaela Gormanova
Updated this week

Creating a Case from the Customer record

Creating a case in The Layer directly from a customer record is the quickest way to log service issues, requests, or product-related jobs. This guide walks you through each step of the updated case layout.

💡 Did you know?
You can also create a case outside of the Customer Record — using the “Create Case” option in the Service Module, which appears beside the stacks or the Create▾ button placed above all modules.


✅ Start from the Customer Record

To begin:

  • Go to the Cases tab on the customer record and click “New Case”,
    or

  • Use the Service menu dropdown and select “New Case”

The customer details will be pre-filled since creating from the record — you're off to a fast start!

🔄 Standard Case vs Job?
Not sure which one to choose? Click here to learn the difference


1. Case Header

  • Case Type (mandatory):
    Choose between:

    • Standard Case – General service issues (e.g., billing, support)

    • Job – Used when linked to sales orders or project work

  • Customer (mandatory):
    Auto-filled from the customer record, but you can search to change it if needed.

2. Affected Assets

If applicable, click the “Add” button to include any affected product or service assets tied to the customer.

💡 This helps with tracking and resolution accuracy, especially for tech-related cases.

3. Core Details

This is where you provide the case’s main content.

  • Subject (mandatory):
    A short, clear case title (visible to the customer and in your workstacks)

  • Description (mandatory):
    A detailed summary of the issue or request. This is also visible to the customer.

  • Attachments:
    Click the “Select files” button to upload any related documents, screenshots, or references.

⚠️ Avoid internal notes here — you can add private notes after the case is created.

4. Case Details

  • Opportunity:
    Link to an existing opportunity, or click the “+” to create a new one
    👉 Learn how to manage opportunities

  • Priority: Set urgency level (if configured), may auto-update based on subcategory selection (if applicable)

  • Category (mandatory): Choose the case category from the predefined list

  • Request Type: May auto-fill based on your subcategory selection (if applicable)

5. Location and Contact

  • Site: Choose the relevant customer location, or click “+” to add a new one

  • Primary Contact: Select the main point of contact, or create a new one with “+”

  • Additional Contacts: Click “+” to add more stakeholders (ideal for keeping others in the loop)

👥 Add Multiple Case Contacts (Optional)
If more than one person at the customer’s side should stay informed, you can add Multiple Case Contacts. This ensures all stakeholders receive key updates throughout the case lifecycle.
👉 Learn how to add multiple case contacts

💡 Want to add more than just contacts? You can assign watchers after creating the case — more on that below.

6. Assignment and Ownership 👥

  • Team: Assign the appropriate internal team

  • Owner: The case creator is auto-filled as the owner, but you can reassign it as needed

✅ Final Step: Create the Case

Once you’ve reviewed all fields and you're ready, click “Create Case”. You’ll be taken directly to the case record to start tracking progress or adding updates.


👀 Want to Keep Others In the Loop for a Case?

After your case is created, you can assign internal team members and external contacts as Watchers — they’ll receive automatic updates without being the primary contact.


Need help with fields, categories, or settings? Reach out to your Layer Administrator or contact our Support team. We’re here 🙂 to help you make the most of The Layer! 🌐


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