Working with Cases

In the world of Internet, online Customer Support has become an integral part of the organizations' business process. Customer Support is becoming an important activity in retaining all types of products and service industries. In general, case trouble tickets are used to capture the customer feedback on various types of problems that arise after purchasing product/service from your company. Sometimes customers may provide some good feature requests that may be useful during future product/service enhancements.

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Typical Case Management Process

1. Customize the fields in Case page according to your organization's Customer Support process (You may use the existing fields, disable some of the fields, or add new custom fields).
2. Setup case generation process by filling the Case form, importing case data from external sources, or capturing cases directly from Website using Web-to-Case form.
3. Assign cases to the correct users using the workflow rules.
4. Follow-up cases till resolutions are sent to the customers.
5. Once the resolution is working fine, add the solution to the publicly accessible Solutions module for future reference.

In Zoho CRM, cases can be generated through telephone, E-mail, or Website. In addition, you can also generate cases from customer specific e-mails in Microsoft Outlook using the Zoho CRM Outlook Edition. See Also Working with Outlook Edition

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