Cases

- [Instructor] Cases are used to solve puzzles or issues.…A case tracks an actionable item.…A case might track a customer issue,…or in the nonprofit world,…cases can be used in endless ways.…Constituents can open a case asking for help…or information about fundraising.…Volunteers and call centers can open cases,…instead of using a pad and paper.…Cases are used in a multitude of ways.…Cases are generally used to manage time-sensitive items.…And traditionally, cases are considered…customer support incidents.…

Cases are owned by an individual user,…and that ownership fosters accountability within teams.…Managers can open cases,…and then assign them to subordinates.…When the case is resolved or completed,…the assigned user can then reassign the case…to the supervisor to show it's resolved.…Teams can use cases to hand incoming support requests…to identify the need for reordering office supplies…or to call out needed repairs on a company vehicle.…Cases can be logged manually…or brought into the system via email or a web form.…