Can someone define the Sugar definition of a Case?

[jmccann]

Hi,

I am just installing Sugar and I'm slightly confused by what is meant by a Case. We want to record all interventions that take place between a client and our organisation staff.
An Account will have associated Activities such as meetings, phone calls, emails etc. How does a Case fit into this relationship? Do we need to use Cases in this instance or just record all activities?

Sorry for being obtuse, but its probably so obvious I dont see it.

regards,

jim mccann

[rwebb616]

Hi,

I am just installing Sugar and I'm slightly confused by what is meant by a Case. We want to record all interventions that take place between a client and our organisation staff.
An Account will have associated Activities such as meetings, phone calls, emails etc. How does a Case fit into this relationship? Do we need to use Cases in this instance or just record all activities?

Sorry for being obtuse, but its probably so obvious I dont see it.

regards,

jim mccann

Hi Jim,

Don't know if you have figured this out yet or not, but cases are kind of like help desk issues. This is going to be most useful for a service company that does support. A customer could submit an issue (case) and the cases module allows you to track it's status.

Hope that helps
-Rich

[AbhishekKatiyars]

Hi,

I am just installing Sugar and I'm slightly confused by what is meant by a Case. We want to record all interventions that take place between a client and our organisation staff.
An Account will have associated Activities such as meetings, phone calls, emails etc. How does a Case fit into this relationship? Do we need to use Cases in this instance or just record all activities?

Sorry for being obtuse, but its probably so obvious I dont see it.

regards,

jim mccann

Hi jmccann,

This all what i have found about the case module hope so this helps you. In case you have further doubt you can refer Sugar User Guide - http://www.sugarforge.org/frs/downlo..._Guide_v40.pdf

Cases are the handoff between the sales department and the customer support department.
Cases help customer support representatives manage support problems or inquiries to completion by tracking information for each case such as its status and priority, the user assigned, as well as a full trail of all related open and completed activities.

Cases are inquiries or problems associated with an account. They may be managed and tracked through their life-cycle using the Cases module. Cases may be assigned High, Medium or Low priority. They have a status of New, Pending Input, Assigned, Rejected, or Closed.

The Cases module provides a list of all or selected Cases from a recent search. Each Case in the list has a check box at the left, and at the bottom of the screen is a facility to update one or more field values for all selected Cases.

The Cases list may be sorted by clicking on any column title which has the icon beside it. Clicking on a column title when it is already the highlighted sort column reverses the sort order.

The Cases list is paginated if it contains more items than may be listed on the display, and controls are provided to go to the start or end of the list, or step to the next or previous page. Clicking on the subject for any case in the list displays the detail information for that case. Clicking on the account name for a case links to the detailed information for that account. Click the View Change Log link to view the old and new values for fields that track changes. The tracked fields include Assigned User, Team, Account, Status, and Priority. In the History sub-panel, click the Summary button to view history information at a glance instead of selecting each item to view.

The navigation shortcuts provided help you create a new case, or switch back to the Case list view.

Thanks
Abhishek