Knowledgebase articles
- Welcome to the Knowledge Base
- Introduction
- Training
- Getting Started
- Preferences
- Activities
- Cases
- Forecasts & Quotas
- Importing Data
- Leads
- Marketing
- Introduction to Marketing
- Marketing Campaigns
- Mailing Lists
- Products
- Mailshots
- Upload Library
- Templates
- Event Management
- Compliance Records
- Spotler Integration
- What is Spotler?
- Navigating your Spotler homepage
- GatorMail
- GatorLeads / Web Insights
- Tracking Code
- Setting up the Plugin
- Viewing Web Insights Data on your Form Layouts
- Domain Names and Online Activities
- Reporting incorrect Leads created through Web Insights
- Reporting on Web Insights data
- Using UTM Values
- Why aren’t Online Activities being created in the database?
- Why is GatorLeads recording online activities in a foreign language?
- GatorSurvey
- GatorWorkflow
- GatorPopup
- Opportunities
- Integrations
- Mapping
- Electronic Signing Tools
- Creditsafe Integration
- Zapier
- Introduction to Zapier
- Available Triggers and Actions
- Linking your Workbooks Account to Zapier
- Setting up Zaps
- Posted Invoices to Xero Invoices
- Xero payments to Workbooks Tasks
- New Case to Google Drive folder
- New Case to Basecamp Project
- New Workbooks Case to JIRA Ticket
- Jira Issue to new Case
- 123FormBuilder Form Entry to Case
- Eventbrite Attendee to Sales Lead and Task
- Facebook Ad Leads to Sales Leads
- Wufoo Form Entry to Sales Lead
- Posted Credit Note to Task
- QuickBooks Online
- Survey Monkey responses to Tasks
- Multistep Zaps
- Email Integrations
- Email Dropbox
- Workbooks Exchange Server Sync
- Workbooks Outlook Connector
- RevenueGrid Intelligence and Engage
- Event & Webinar Integration Tools
- GoToWebinar
- ON24
- Microsoft Office
- Outreach
- Installation
- Outreach Authentication
- Sync People to Outreach Prospects
- Sync Organisations to Outreach Accounts
- Sync Workbooks Opportunities to Outreach
- Sync Tasks/Activities from Workbooks to Outreach
- Sync Outreach Sequences to Workbooks
- Sync Outreach Sequence States to Workbooks
- Sync Outreach Sequence Step Numbers to Workbooks
- Sync Prospects/Accounts/Opportunities from Outreach to Workbooks
- Sync Outreach Tasks/Calls/Meetings to Workbooks
- Scribe/Workbooks Connector
- RingCentral
- Auditing
- Comments
- People & Organisations
- Reporting
- Introduction to Reporting
- Using Reports
- Introduction to Charts
- Exporting Reports
- Advanced Reporting
- Report Snapshots
- Dashboards
- Transaction Documents
- Introduction to Transaction Documents
- Displaying & Adding Transaction Documents
- Copying Transaction Documents
- Transaction Documents Fields Help
- Transaction Documents Line Items Help
- Printing & Sending Transaction Documents
- Managing Transaction Document Currencies
- Managing Transaction Document Statuses
- Setting a Blank Default Currency on Transaction Documents
- Credit Notes
- Customer Orders
- Invoices
- Quotations
- Supplier Orders
- Contract Management
- Sagelink
- Introduction to Transaction Documents
- Auditing
- Configuration
- Introduction to System Administration
- Users & Security
- Preferences
- Database
- Accounting
- Email & Integration
- Customisation
- Creating & Modifying Picklists
- Theme
- Record Types
- Creating Custom Fields
- Report-based Custom Fields
- Linked Fields & Reference Fields
- Record Templates
- Form Layouts
- Customising relationships between parties
- Opportunity Stages
- Custom Records
- Automation
- Contact Support
- Releases & Roadmap
Managing Cases
Use Reports or Landing Pages to track your Cases and determine what should be worked on next
There are many ways to manage your Cases within Workbooks. You can, for example, track how quickly Cases are being resolved, how many high priority Cases there are, and so on.
The best ways to monitor your Cases are either via Dashboards / Reports or by using the My Cases Landing Page. You could, for example, create a report that details all the high priority cases that haven’t been updated in the last two days, and then put it into a Dashboard, so you can view it easily and in real-time. Alternatively, customise your My Cases Landing Page so that your most important cases are always to hand.
Your Customer Support team may find that the Overview tab is the easiest way for them to manage individual Cases, as this includes a high-level of detail about who is involve with the Case, what correspondence has taken place, and what their next steps are.
Case Relationships
Tip
Use Reports and Dashboards to help you monitor and manage your Cases.
You can record and monitor the relationship third-parties have to a Case, so you can clearly see who’s affected by the Case, and therefore share the relevant information with everyone who needs it. You can add relationships from the People and Organisations tabs in a Case record by clicking Add Relationship and then searching for the required record and choosing the relationship from the picklist. You can also define the status of that Person / Organisation (ie, whether they’re Satisfied / Unsatisfied, etc).
You can tailor the picklist values to your business needs to maximise the Cases functionality by clicking Start > Configuration > Customisation > Picklists. The default relationships a Person can have to a Case are:
- Primary contact
- Secondary contact
- Affected user
- Business sponsor
- Third party advisor
The relationships an Organisation can have to a Case are:
- Supplier to
- Customer of
- Distributor for
- Partner of
- Subsidiary of
- Parent of
- Group Company of
- Competitor of
- Banker to
- Advisor to