Customer Case Management

Cases give your team a record for a customer issue that needs investigation, a decision, or follow-up. Use a case to keep its description, status, updates, and next action together while the people involved do the actual work.

A case may begin with a customer conversation, a delivery concern, a billing question, or another issue your team needs to track. Creating a case records the issue in Versa. It does not contact the customer, authorize a refund, or complete a warehouse or finance action by itself.

Before you start

• Access: The main Case menu and case list require CRM permission. Staff working from CRM View can also create a case for a relationship when their company and user account have CRM View access.
• Entity and customer: Select the entity that owns the customer relationship, then identify the customer and any related order, invoice, or quote before opening the case. A case belongs to the entity selected when it is created and appears only in that entity's case list.
• Where: Case > New Case and Case > View Cases. You can also select New case in CRM View, or New Case from the customer record's More menu or Notes tab. These alternatives open a Log New Case window with the customer selected.
• Categories: Your firm can maintain case types and case status types under Setup > CRM. Ask your administrator which type and status to use for the issue. The choices available to you depend on your firm's setup.

Create a case

1. Open Case > New Case.
2. Check that the issue belongs to the selected customer and current entity before entering the case details.
3. Enter a clear Case Reference/Name and a Description (Case Description in the window) that states what was reported, when it matters, and what the team needs to determine. Keep customer statements separate from findings you have verified.
4. Choose a Type and starting status that match your team's process. Complete any case fields your company uses.
5. Under Case Creation Notes, set Follow up Required? if someone must act later. Enter Follow Up Time, Follow Up Description, and Assigned User when applicable. In the window, Versa replaces the Note Description with the case description when it saves. Put any extra detail in Detail Note.
6. On the full page, Save opens the case on Editing Case with “Case successfully created.” In the window, Save Changes closes it and shows the same message. Check the case number, status, description, and first note.

Investigate and keep the case current

1. Open Case > View Cases. Search by customer name, case name, or description. Use the date and Case Status filters when you need to narrow the list. The case number is displayed in its own column.
2. Open the case and read its description and previous notes before contacting the customer or another team. Check any linked order, invoice, or quote that is relevant to the issue.
3. Investigate outside Versa as needed. For example, confirm a delivery with the warehouse, check a charge with finance, or agree on a remedy with the customer. Record the decision and its owner so the next person can act on it.
4. On Editing Case, change the status when the case moves to the next stage. Enter a Status Update Note that explains what changed.
5. Use New Update for a dated note about a conversation, finding, or promised next step.
6. Select Save. Check that the updated status and note appear on the case.
7. Tell the next person what they need to do and when, using your normal team communication channel.

Resolve and hand off the result

Before using your team's resolved status, confirm that the promised action has actually been completed. A refund, replacement, shipment, account correction, or other remedy follows its own Versa workflow and approval rules. Record the outcome, supporting document, customer communication, and any remaining follow-up in the case. If the issue cannot be resolved yet, keep its status and next owner clear.

For a customer who opens cases through the portal, see Customer Portal Cases. For the relationship's wider activity timeline, see CRM View: customer and prospect activity. The earlier Cases for Customers article shows older screens for case types, statuses, and notes.

If you don't see what you expect

• Case is missing from the menu: Ask your administrator to confirm your CRM permission. If you work in CRM View, ask them to check that feature and your access to it.
• A case is missing from the list: Confirm the entity and customer, then clear the date and status filters. System-generated cases appear only when System Generated Cases? is selected. Case History on the customer record opens the list with that box selected, so clear it and select Apply Filter to see ordinary cases. In CRM View, All cases leaves out cases linked to an order, invoice, or quote.
• The desired type or status is missing: Ask your administrator to review Case Types or Case Status Types under Setup > CRM.
• The next action is not visible to a colleague: Reopen the case and confirm that you selected Save. Check the note's follow-up person and date, then hand over the action through your team's normal channel.