Organizing and tracking a common event

Introduction

Using a 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 describes how to use a case in CRM.

Step 1. Access the CRM

Sign in to your ONLYOFFICE portal and click the CRM link.

How to organize and track a common event? Step 1

If you are already signed in and have been using the portal for some time, you can access the CRM module from any portal page: use the drop-down list in the upper-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 is also possible to import multiple cases at once from a .csv file by clicking the button next to the Create New... button and selecting the Import cases option from the drop-down list. This is done in the same way as the Contact import.

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

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

If you want to restrict access to the created case, select the Restrict access checkbox and add the users you want to grant access to. Select the Notify checkbox if you want to inform the selected users about the created case.

Finally, click Save at the bottom.

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 calls and will be able to manage the work process. Use them as simple reminders for yourself or to organize your teamwork 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. Complete the form: enter a Title for the task, select one of the task categories, set the 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, and add a short Description.

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

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 directly in the list by opening the drop-down list next to the task title and selecting the Closed option.

Step 4. Manage your event participants

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

To add more participants, select the Participants tab on the selected case page and select the contact you need, a person or company, from the existing ones by 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 want to remove and select the Unlink contact option from the drop-down list.

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 by clicking the New File link and selecting the file type from the list;
edit an existing document by clicking the icon that appears to the right of the needed document when you hover the mouse cursor over its line;
upload documents from your hard disk drive by clicking the Upload File link;
download an existing document to your hard disk drive using the icon that appears to the right of the needed document when you hover the mouse cursor over its line.

How to organize and track a common event? Step 5

Step 6. Track history

All the completed tasks, actions, and 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 events related to this case: note, email, phone call, appointment. Select an event type from the list, set its date, add a description, and click Add This Event.

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

How to organize and track a common event? Step 6

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

Step 7. Close your case

After your case takes 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

The case status will be changed from Open to Closed.

If you want 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 all the related information, including history and documentation, will be deleted and cannot be restored.