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Managing Cases

In this chapter, you will find information about the workflow of case management in Acumatica ERP.

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  • Case Management: General Information
    • Acumatica ERP provides tools that help your customer support team create, track, reassign, escalate, and resolve cases.
  • Case Management: Billable Cases
    • In Acumatica ERP, your customer support team can bill customers for cases by creating and tracking case-related billable emails and activities, such as phone calls, tasks, and any other time spent on the case. You can charge customers for the time that your support team has spent on processing the case, based on the released activities.
  • Case Management: Return Orders
    • In Acumatica ERP, while you are working with a case, you can create a return order for the customer directly from the case. You can configure the system to monitor the statuses of case-related return orders and generate notifications for users when orders are closed.
  • Case Management: Tracking of Case Commitment Times
    • In Acumatica ERP, an administrative user can activate the tracking of the company's case commitments for a particular case class on the Commitments tab of the Case Classes (CR206000) form. The following commitment times can be tracked: the initial time to respond to the customer request, the overall response time to any customer request about the case, and the time to resolve the case. For details, see Case Classes: Case Commitments.
  • Case Management: Time Extensions for Case Commitments
    • In Acumatica ERP, you can specify a time extension for any case commitment that you are tracking for the case class. The setting of time extensions and the scenarios in which they may or may not be applicable are described in the following sections.
  • Case Management: Implementation Checklist
    • The following sections provide details you can use to ensure that the system is configured properly for managing cases, and to understand (and change, if needed) the settings that affect the workflow of case management.
  • Case Management: To Process a Non-Billable Case
    • The following activity demonstrates how to process a non-billable case in Acumatica ERP.
  • Case Management: To Process a Billable Case
    • The following activity demonstrates how to process a billable case that has the Per Case billing mode in Acumatica ERP.
  • Case Management: To Create a Return Order from a Case
    • The following activity will walk you through the process of creating a return order from a case in Acumatica ERP.