Cases

In KiyoCRM Cases are used to record interactions with Customers when they ask for help or advice, for example in a Sales or Support function. A Case can be created, updated when a User is working on it, assigned to a colleague and closed when resolved. At each stage of the Case the User can track and update the incoming and outgoing conversation thread so a clear record of what has occurred is registered in the CRM. Cases can be related to individual records such as Companies, Contacts and Bugs.

List View Actions

You can access the Cases actions from the Cases module menu drop down or via the Sidebar. The Cases actions are as follows:

Create Case – A new form is opened in Edit View to allow you to create a new Company each and list Case records.
Import Cases – Redirects you will be taken to the Import Wizard for the Cases module. Refer Leads module for import functionality. Click here to view Import functionality.
Use Filter for Search of records - Quick filter and Advanced filters

Note: Refer Quick filter of Leads

Recently viewed records displayed in the side nav bar.
Saved filters list showing inside nav bar as My Filters.
Favorite records of cases would be displayed in the side nav bar. (From a detailed view of records, selecting the star beside the title undergoes a record into the favorites list.)
Column Chooser — The Column Chooser allows you to customize which columns are displayed in the list view by showing or hiding specific fields.

Note: Refer Leads module for Colum Chooser.

To sort records on the Cases List View, click any column title which is sortable. This will sort the column either ascending or descending.
To search for a Case, Use Search engine on top
Clicking on i icon leads to the display of additional details popup of the case

Bulk Actions

In list view, there are some groups of actions which can be done by selecting group of records wish are as follows:

Mass Update: Apply changes to multiple company records at once.
Merge: Combine duplicate or similar opportunity records into one.
Export: Download the selected opportunity data in a preferred format (.CSV).
Map: View the geographical location of opportunities on a map.
Delete: Remove selected opportunity from the system.

Detail View Actions

Click on the case subject to view a detailed view of the record.

Edit – Modify the case's existing information.
Duplicate – Create a new case by copying current company details.
Delete – Permanently remove the case from the system.
Find Duplicate – Scan and identify possible duplicate case entries.
View Changelog – Review the history of changes made to this case.

Case's Activity Management

Assign and track specific actions required to resolve a case. Tasks include due dates, priorities, and responsible team members.

Schedule Meeting: Plan and record meetings with customers or internal teams related to the case. Includes date, time, participants, and agenda.
Log Call: Document details of inbound or outbound calls regarding the case, including discussion points, duration, and outcomes.
Compose Email: Send and record case-related emails directly from the system, maintaining full communication history for reference.

Case's History Management

Add internal notes or upload relevant documents to maintain a complete case history.

Archive Email: Store important email communications related to the case for future reference.
View Summary: Quickly review key case details, recent activities, and status in a consolidated view.
Filter: Narrow down case history by date, activity type, or keyword for easier tracking and analysis.

Submodules

Documents

Store, manage, and access all files related to a case, including reports, screenshots, contracts, and reference materials, ensuring centralized and organized documentation.