Layer Systems

Logging time against cases

How to use Case Watchers and Multiple Case Contacts to keep users updated on service cases.

Assigning Watchers to a case: How, When, and Best Practice

How administrators can set up a checklist against a specific type of customer case

How to Add a Checklist to a Case Category

You can add links to external sites or files from cases, quotations, opportunities, customers, leads & sales orders

Adding web and file links as shortcuts

Users with access to Mail Triage can configure a mail agent to send replies to inbound emails

Setting up automatic responses in Mail Triage

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

How to create a case in the customer record

Information on how to create a case against a customer record

Creating a customer case

Managing customer emails with the Mail Triage add-on

Information on the difference between the Case Types, Jobs and Standard cases and how these can be tied to a Sales Order

Understanding Jobs and Standard cases in relation to sales orders

This addon allows for greater control over SLAs based on case details

Working with Advanced SLA Profiles

How to Enable Integrated Case Notes Activity Feed

Easily keep all Case stakeholders informed throughout the resolution process

Multiple Case Contacts

Sending a Google Review Link Based on Customer Feedback

Introducing Custom Tables - More Flexibility in Your Data

Custom Tables

It is possible to link cases across multiple records, providing greater flexibility when managing situations affecting multiple customers.

Linking Cases In The Layer

A company-wide setting can change this behaviour

Show or hide pinned customer record notes when viewing case notes

The Case Management Screen in The Layer is designed to give users a cleaner, more intuitive way to handle customer issues with greater speed

Case Management Screen

Nick Kewney

Chris Smith

Cases

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