Add contact to a case

To start the process of adding a customer to a case click the New icon at the case's Contacts tab.

As outlined above, you are actually connecting a contact to the case.

This may be someone who is already in the Company List or it may be someone new that you also add to the Company List.

Step 1 - search for contact

So the first step is to check whether the contact and/or their company already exists in the Company List. This protects the integrity of your system so that you don't end up with multiple records for the same contact. It also enables the sharing of contact information, as outlined above.

Follow the search instructions below at Find contact/company - search options (below) to search for the contact and/or company. You can perform extremely targeted searches, including excluding inactive contacts, locations and companies.

  1. The results of your search are displayed in a list.

Step 2 - select/add contact

  1. You can choose to:
    1. connect an existing contact already in the Company List
    2. You select this contact from the list of search results.

      In the screenshot above Sally Bolting from the Melbourne office of CGU will be added to the case.

    Alternatively you can choose to:

    1. add a new contact to an existing location at an existing company and link it to the case
    2. You select the existing company and location from the list of search results.

    3. add a new contact to a new location in an existing company and link it to the case
    4. You select the existing company from the list of search results.

    5. add a new contact (with location and company) to the Company List and link it to the case
    6. You do not select anything from the list of search results.

      In the subsequent screen you enter all the contact details and behind the scenes, Case Manager adds a new contact to the Company List before connecting this new contact to the case.

  1. Clicking Next > takes you to the contact details screen (details below) where you either view or add contact information.

Thus, when you add an existing contact to a case, all their details are automatically connected to the case. When you create and connect a new contact their details are similarly added to the case. And the new contact is automatically added to the Company List.