Customer Contacts Can Be Used As Case Files

If a customer calls with a complaint (e.g., they suspect their bill is too high), you can start a "case file" for the complaint by creating a customer contact. This customer contact should be marked as "open".

Note:

Alerts. Customer contacts that are marked as being open cause an alert to appear when the customer is displayed on control central.

Over time, as you work on the case, you can add entries to the customer contact’s log to describe your progress.

You can use the customer contact's reminder functionality to remind you to check out the case on a future date (or dates).

When the case is resolved, you simply turn off the customer contact's open indicator and add an appropriate entry to the log describing the resolution.