# 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. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/Wjximage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/Wjximage.png) ## 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](https://docs.kiyocrm.com/books/kiyocrm-documentation-user-guide-api-setup-configurationkiyocrm/page/leads#bkmrk-list-view-actions) functionality. - Use **Filter** for Search of records - **Quick filter and Advanced filters** Note: Refer [Quick filter](https://docs.kiyocrm.com/books/kiyocrm-documentation-user-guide-api-setup-configurationkiyocrm/page/leads#bkmrk-quick-filter%3A--) 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.](https://docs.kiyocrm.com/books/kiyocrm-documentation-user-guide-api-setup-configurationkiyocrm/page/leads#bkmrk-column-chooser%3A--) - 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 [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/lwZimage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/lwZimage.png) ## 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. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/A7Himage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/A7Himage.png) ## 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. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/l5Bimage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/l5Bimage.png) ## 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. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/fMtimage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/fMtimage.png) ## 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. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/Aw5image.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/Aw5image.png) ## Submodules **Documents** Store, manage, and access all files related to a case, including reports, screenshots, contracts, and reference materials, ensuring centralized and organized documentation. Can create a new one or select from existing one. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/eY3image.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/eY3image.png) **Contacts** Manage and view all individuals linked to a case, including customers, stakeholders, or internal team members, with full contact details for easy communication. Can create a new one or select from existing one. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/x7Vimage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/x7Vimage.png) **Bugs** Track and manage software bugs or technical issues reported within a case, including status, severity, and resolution progress for effective issue handling. Can create a new one or select from existing one. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/nNuimage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/nNuimage.png) **SLA Log** Monitor service level agreement (SLA) performance for each case, including response and resolution times, breaches, and compliance history. Can create a new one or select from existing one. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/eO7image.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/eO7image.png) **Projects** Link related projects to a case to track associated tasks, timelines, and deliverables, ensuring coordinated resolution and visibility across teams. Can create a new one or select from existing one. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/zgyimage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/zgyimage.png) **Security Groups** Control access to case information by assigning users to security groups, ensuring only authorized personnel can view or modify sensitive case data. Can select from existing one. [![image.png](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/scaled-1680-/vqQimage.png)](https://docs.kiyocrm.com/uploads/images/gallery/2025-05/vqQimage.png)