ChildFund POC Proof of Concept ScenariosLesson 5b: Case Management - Working From a Queue, Case Reassignment, and Sending an Email

Lesson 5b: Case Management - Working From a Queue, Case Reassignment, and Sending an Email

This lesson addresses the management of cases from a queue, case reassignment, and sending an email using a template.

Select a Case from a Queue

Select a Case from a Queue

1. Go to the 'Cases' tab in the top frame of the page.

2. Select the 'Donor Inquiries' view.

3. Select the checkbox next to the case(s) that you would like to take ownership of.

View All Cases Assigned to You

View All Cases Assigned to You

Select the 'My Open Cases' view.

Add a Comment to a Case

Add a Comment to a Case

1. Click on the Case Number hyperlink to access the case record.

2. Scroll down to the 'Case Comments' related list and click the 'New' button.

3. Enter in the appropriate comments and click the 'Save' button.

Attach a Document to a Case

Attach a Document to a Case

1. Scroll down to the 'Attachments' related list and click the 'Attach File' button.

2. Follow the on screen prompts to upload a document.

Reassign Case

Reassign Case

1. On the case record next to the 'Case Owner' field, click the 'Change' link.

2. Select the applicable choice of 'User' and use the lookup icon to search and select another user.

Send an Email from a Case

Send an Email from a Case

1. Scroll down to the 'Emails' related list and click the 'Send an Email' button.

2. Click the 'Select Template' button.

3. A pop up window will appear, select the template of 'Case has been reassigned'.

4. Modify the text as needed and click the 'Send' button.

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