Cases: Manage Notes and History

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You can add and manage notes to setup the complete workflow of the case. You can also manage the history associated with the case. Click on Cases tab as below.

In the list of cases, you can click on the name of case for which you want to add a note and manage history. The case details page appears as below.

Add New Note

You can add a new note for this case. For any case, this note can be of email, phone call or note.

You can also specify additional options for note, such as to select specific users of groups as participants for this note, and the date for closing the note.

  • Date: Select the date
  • Add additional participants: Specify the participants for this note. The participant can be any deal, company, and contact. When you see the detail page of participant, in history section, you can see that the note is added.
  • Email this note: You can see the list of all users available in the system. Select the users to whom you want that email notification are sent immediately after the note is added.Click on Add Note button and the note is added for this case.

After you save a note, all actions and interactions with this note such as comments, changes, or follow up actions, appear in the History section. Please see the following section for more details on ‘History'.

Manage History

In History section, you can see all actions associated with the case and their interaction type such as when any event is created, or when a note or email is created or updated.

In the title bar of history, you can filter the list of actions by categories and views.

Select the category for which you want to see the list of actions such as for notes and emails, activities and notifications.

Select List View option, if you want to see the list of actions in a simple list view with brief details. 

Select Full View option, if you want to see all details of the action.

All such records are listed by the corresponding action type and its options to edit, delete or other options.

As you can see, the history shows the following records.

Note: This record appears when

  • You create a new note as a note type
  • When you create a note for any other asset such as for a contact or deal, and add this case as participant.

This record type appears in green color.

Todo: This record appears when

  • When you associate a new task with the case
  • When you create a task for any other asset and add the case as participant.

This type appears in purple color.

Event: This record appears when

  • You associate a new event with the case
  • You add a new event for any other asset and the case as participant.

This type appears in light blue color.

Case: This record appears

  • When you first time added the opened case in karmaCRM.

This type appears in green color.

Notification: This record appears

  • When another user posts a comment on any other record in the History section. So, notifications are all instances when a user posts a comment on any record in the list.
  • This type appears in yellow color.

Phone Call: This record appears:

  • You create a new note as a phone type
  • When you create a note for any other asset such as for a contact or deal, and add this case as participant.

This record type appears in orange color.

Email: This record appears:

  • You create a new note as a email type
  • When you create a note for any other asset such as for a contact or deal, and add this case as participant.

This record type appears in blue color.

Actions for Records

For each record, you can perform following actions:

Add Comment

Click on  icon to add a new comment for the corresponding action. You can also attach the files if required. Click on Attach files button and select the file from your system. The file is uploaded with comment.

Click on Post button and the comment and file both are added.

Whatever files you browse from your system for any email, these are listed in the Files section for your reference. (Please see files section for detailed instructions.)

You can add multiple comments for the action. To see the comments later, click on <image> icon again and you can see all the available comments.

Click on  to delete the corresponding comment.

Delete action

Click on  to delete the corresponding action.

Edit action

Click on  to edit the corresponding action.

You cannot edit the details for following interaction types:

  • Task
  • Notification
  • Contact
  • Deal
  • Case
  • Event

More Actions for Records

For email, note and phone call interaction types, there are additional actions available:

File This

Click on this link and you can search for a contact, company, case and deal you want to file the corresponding note under. The corresponding note is moved to history of the asset for which you file.

Go To Note

Click on this link, if you want to see the details of the corresponding record. The details page of the record is opened. For example, if the record is of note type, you can see the following details:

  • Name of asset such as name of contact, name of company who added the note
  • The date and time when the note was written
  • The name of user who has written the note
  • The name of participants. You can also delete the participants
  • Comments, if any. You can also add a new comment.

 

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