Case
A case is a customer's issue or enquiry: who raised it, how it reached you, how urgent it is and where it stands.
Every field in plain words
| Field | What it means | What to put |
|---|---|---|
| Case | The case's number | Required, unique |
| Contact | Who raised it | Typed. Set when the case is created |
| Account | The customer account | Typed |
| Web Email | The email it came from | Optional |
| Case Status | Where it stands | Required. Picked from the list |
| Case Origin | How it came in, for example phone or email | Required. Picked from the list. Set when the case is created |
| Case Priority | How urgent it is | Picked from the list |
| Case Type | What kind of case it is | Picked from the list |
| Case Reason | Why it was raised | Typed |
| Subject, Description | The issue | Typed |
| Internal Comments | Notes not meant for the customer | Typed |
The lists for Case Status, Case Origin, Case Priority and Case Type are fixed lists kept by Businessflo, not records a company maintains.
What it is connected to
- A case stands on its own: no other screen reads it, and closing it changes nothing elsewhere.