Adding Literature to Cases

Agents can use the Literature Distribution view to record the literature that they distribute to contacts for a case. Typically, you create a literature distribution record each time you mail literature to a contact. Users can select from literature that they add using the Literature view of the Administration - Document screen. For more information about setting up literature files, see Siebel Applications Administration Guide.

This task is a step in Process of Developing Cases.

To add a literature record to a case

1. Navigate to the Cases screen, then the Case List view.

2. Drill down on the Case Name field of the case record.

3. Navigate to the Literature Distribution view.

4. Add a record, and select the appropriate literature file.