In This Chapter
Understanding case management
Working with the Cases module
Evaluating your case load
Creating a Knowledge Base
Case management is the collaborative process of assessing a problem, planning its solution, and ultimately providing a favorable outcome. In this chapter, I show you how to use Sugar's Cases module to identify and fix the problems that are bothering your customers before they snowball into major headaches. And, after you solve the problem and/or resolve the issues, you can document your findings in the company Knowledge Base.
Fortunately, some of you may never have to use Sugar's Cases module. Maybe you sell a product that never breaks — or one that you don't have to worry about fixing. Perhaps the services that you offer are so stellar that you never receive a complaint. Lucky you! If that's the case, feel free to skip this chapter.
For the rest of the crowd, the Sugar Cases module will seem heaven-sent. Many other CRM products require you to purchase expensive add-on software if you need to manage a help desk or incident tracking. By having one integrated product, however, your support personnel can attach the issues to existing records without having to retype address and other contact details in the database.
With Sugar, you can use the Cases module to deal with a variety of complaints and questions that all too often land on your desk. Maybe you sell products or equipment that can break from time to ...