Case Management

_{The Case Management feature enables businesses to track and manage all customer-related issues or requests efficiently}.

How to Add a New Case:
1. Click on Configuration under Customer Management. 
2. Users with the required permission can add a new case by providing: 

• Case Name: Title or reference for the issue/request. 
• Description: A short explanation for context and record-keeping.

3. Use the toggle option to mark the case as Active or Inactive before saving. 

How to Raise and Manage a Case on the Customer Profile Page
When you click on a customer’s profile, the system opens their details page. Here, you will see two main tabs: 
1. Profile Tab: This contains the customer’s personal information such as: 

• Name
• Gender
• Marital Status 
• Employment Status
• Next of Kin 
• Bank Information 
• “Update Customer Info” button

How to Raise a New Case
1. Navigate to the Interactions tab. 
2. Click the “Raise Case” button. 
3. A pop-up form will appear with the following fields to fill: 

Select the type of case you want to open. Options include: 

• Process update
• Bug report
• Enquiries
• Feature requests
• Support
• Follow up

Stage: Choose the current status of the case: 

• Open
• Closed
• In Progress
• Resolved

Title: Write a short, clear heading about the case.
Description: Provide more details about the issue or request. 
After filling out the form, two buttons will be displayed: 

• Cancel
• Save
  Click Save to record the case. 

Viewing & Managing Saved Cases
After saving a case; It will appear in the interactions table. On the far right, there is a dropdown arrow that gives you two options: 

• View
• Edit

1. View Case Details: See all the information you previously saved. 
2. Edit Case Details: Update the case type, stage, title, or description. 
3. Add Notes: You can;

• View previously added notes 
• Build a threaded message history, making it easy to track the entire conversation or follow-up process related to that case.