How to Use Cases (Engage Legacy)

This article provides a step-by-step guide on using cases. Learn how to easily view contacts associated with specific cases and understand how to link a contact to either a new or existing case.

How to view the contacts associated with a case

Cases are used to group relevant contacts and tasks together.

There are two ways to view the contacts associated to a case:

View the case whilst on a contact

View the case when not on a contact

View the case whilst on a contact

Associate the contact you are on to a customer profile

In the customer profile, click on the cases tab (briefcase icon)

This will display the current contact’s case (if it has already been associated) as well as any other cases associated to the customer profile

The cases tab also provides the option to create a new case from existing case templates

View the case when not on a contact

Using contact search, find a customer profile

Open the customer profile, then click on the cases tab in the side panel

How to link a contact to a case

In order to link a contact to a case, the contact must first be associated to a customer profile.

When an agent is on a contact that has been associated with a profile, they can add the contact to a case.

There are two options:

Link the contact to a new case

Link the contact to an existing case

Linking a contact to a new case

If the ongoing contact is the initial contact about a query, you can create a new case. This case will then be associated with the ongoing contact, and will be available as an option when linking future contacts to a case.

Click the ‘case’ icon in the customer profile section

Click the New Case button

Pick from one of the suggested templates, or click Browse all templates to see the complete list of options

Once you’ve selected the relevant case template, complete the relevant fields and click Create

The cases tab will now show the relevant case in the Current Cases section

Linking a contact to an existing case

If the ongoing contact is not the initial contact about a query, you can associate it to an existing case.

Click the ‘case’ icon in the customer profile section

Select a case from the list displayed in the {Name}’s Cases section

Once you’ve confirmed that this is the correct case, click the Associate button to link the contact to the case

The Associate button will change to show that it is now Associated

Limitations

There are a few points to be aware of:

Once a customer interaction is attached to a case, it remains there permanently.

Comments added to a case are fixed and cannot be modified or deleted.

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