Creating New Casework - You can create a new case from within a contact's record or by using the New button that appears on the toolbar. If your office has a Help with a Federal Agency form on the website that feeds into the CRM automatically, the request will first come into the Mail module where it can then be converted to a case and assigned to the right staff member.
Customizing Your Layout - Your newly created case will appear in the My Cases folder. If there are certain key pieces of information you want to see when looking at your list of casework, you might want to consider customizing your layout to add, remove, or rearrange columns.
Finding and Updating an Open Case - To make updates to your case such as changing its status, adding a contact, or adding a journal entry, click on the Case ID number.
Writing and Editing Form Letters - If you have have certain letters that you send to constituents again and again, you can add these to the Letters module. You can also specify their usage as either correspondence or casework.
Writing a Letter for a Case - After you add your form letters, you'll then be able to use those letters when you're working on a case. You'll also be able to edit them for the specific individual if you need to by changing the type of letter from Form to Quick.