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How to organize and track a common event?

Introduction

Using case is an effective way to organize a common event for your customers. It allows you to coordinate teamwork, keep all the related documentation organized in one place and track the work process more efficiently.

This guide will show you how to use a case in CRM.

Step 1. Access the CRM

Enter your ONLYOFFICE portal and click the CRM link.

How to organize and track a common event? Step 1 How to organize and track a common event? Step 1

In case you have already logged in to the portal and been using it for some time, to access the CRM module from any portal page, use the drop-down list in the top left corner of the page and select the corresponding option.

Step 2. Create a case

Click the Create New... button in the upper left corner and select the Case option.

It's also possible to import several cases at once from a .csv file clicking the button next to the Create New... button and selecting the Import cases option from the drop-down list. This is done the same way as the Contact import.

You will be presented with the Create new case form. Fill in the fields you need: enter a Title for your case, add the case Participants - person or company - from your customer database.

To define your case and facilite the further search, add some tags clicking the Add tag link and selecting one of the available tags or creating a new one.

If you wish to restrict the access to the created case check the Restrict access box and add users you wish to grant the access to. Check the Notify box if you wish to inform the selected users about the created case.

Finally, click the Save button at the bottom.

How to organize and track a common event? Step 2 How to organize and track a common event? Step 2

The created case will be added to the Cases list.

Step 3. Add tasks

Using tasks you will not miss any scheduled appointments or phone call and will be able to manage the work process. Use them as simple reminders for yourself or to organize your team work on the case.

To add a new task switch to the Tasks tab on the selected case page. Click the Create task link if there is no task or use the Create New... button in the upper left corner and select the Task option from the drop-down list. Fill in the form: enter a Title for the task, select one of the task categories, set a desired Due date (date and time) and the reminder time using the Alert drop-down list, select a responsible person from the Assign to list, add a short Description.

When all the necessary information is specified, click the Save button at the bottom.

How to organize and track a common event? Step 3 How to organize and track a common event? Step 3

The created task will be added to the Tasks list of the selected case. Once the task is completed close it right in the list opening the drop-down list near the task title and choosing the Closed option.

Step 4. Manage your event participants

Working on a case you can always add or remove its participants.

To add some more participants switch to the Participants tab on the selected case page, select a necessary contact - person or company - from the existing ones entering it in the search field. The selected contact will be added to the Participants list.

To remove a participant from the list, click the Actions Icon icon to the right of the participant you wish to remove and select the Unlink contact option from the drop-down list.

How to organize and track a common event? Step 4 How to organize and track a common event? Step 4

Step 5. Store the related documentation

To keep all the documentation related to your case in one place use the Documents tab on the selected case page. Here you can:

  • create a new document, spreadsheet or presentation clicking the New File link and selecting the file type from the list;
  • edit an existing document clicking the Edit icon - pencil icon which appears to the right of the needed document if you hover the mouse cursor over its line;
  • upload some documents from your hard disk drive clicking the Upload File link;
  • download an existing document to your hard disk drive using the Download icon icon which appears to the right of the needed document if you place the mouse cursor on its line.
How to organize and track a common event? Step 5 How to organize and track a common event? Step 5

Step 6. Track history

All the completed tasks/actions/activities related to the selected case are displayed and can be tracked within the Profile tab.

Here you can not only view the information about the completed tasks, uploaded documents sent/received correspondence etc. but also add some events related to this case: note, email, phone call, appointment. Just select an event type from the list, set its date, add a description and click the Add This Event button.

To notify other users about your created event click the Add user link and select the desired users from the list before adding this event.

How to organize and track a common event? Step 6 How to organize and track a common event? Step 6

All the selected users will receive a notification about a new event added.

Step 7. Close your case

After your case took place you can close it in the system. To do that, click the Actions Icon icon to the right of its title and select the Close case option from the drop-down list.

How to organize and track a common event? Step 7 How to organize and track a common event? Step 7

The case status will be changed from Open to Closed.

If you wish to delete the created case, click the Actions Icon icon to the right of its title in the Cases list and select the Delete case option from the drop-down list. Keep in mind that in this case all the related information (inc. history and documentation) will be deleted and cannot be restored anymore.

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