Getting Started with Casework

  1. Navigating the Program - Casework is located under the Services tab on the top navigation menu. You have a My Cases folder. SNAG-0001.png
  2. Searching for Contacts - You need to locate contacts in order to create new casework for them. 
  3. 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.
  4. 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.
  5. 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.
  6. Adding a Journal Entry or Attaching Files to a Case - You can log your work by creating new journal entries and uploading files as attachments to a case.
  7. Adding Follow-up to a Case - You can create tasks with follow-up dates for your cases. 
  8. Adding a Contact to a Case - You are able to add multiple contacts to a case to keep track of you need to write letters to or call.
  9. Creating New Contacts and Editing Contacts - Occasionally you will need to create new contacts, edit them, and link contacts to organizations.
  10. Creating and Editing Organizations - Occasionally you will need to create new organizations, edit them, and link organizations to individual contacts. 
  11. 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. 
  12. 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.
  13. Writing an Email for a Case - Use form letters to compose your emails or compose them from scratch
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