Customer Service
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Create, Manage, Prioritize Acumatica Cases with Ease

April 4, 2023

Overview of Cases in Acumatica

Acumatica ERP offers case management to enable customer service automation, providing benefits that range from central repository of case data to effective collaboration and consistency. With case management, configuring workflows to automate case handling enhances productivity in organizations. Additionally, users can view case activity by conversation and link relevant case data to tasks, events, and activities. The Acumatica add-in allows for 1-click access to access leads, contacts, and employees in CRM, while providing a single system for tracking individuals through prospecting, closing, and up-selling, alongside facilitating team troubleshooting and escalation.

Benefits of Acumatica's case management include:

  • Centralized repository of case information
  • Automated assignment of cases to employees
  • Viewing case activity by conversations
  • Linking case-related data to tasks, events, and activities

In summary, Acumatica's case management system is an invaluable tool for businesses, offering automation and streamlined customer service processes that improve on quality and efficiency.

Creating and Managing Support Cases

If you work in customer support, you know that managing cases can be overwhelming. In this article, we'll walk you through how to create a case and manage it efficiently.

Creating a Case

Creating cases in Acumatica can be done automatically, by applying predefined conditions, or manually, providing greater control and flexibility in case details. In our approach, we will cover the manual process of creating a case in Acumatica, step by step, to ensure proper implementation.

To start, go to the support section and select 'cases'. Then, click the plus sign to create a new case. Input the business account and contact person who needs assistance in addition to a brief description of the issue. 

Let's consider an example where ABC Studios' Mill Simpson requests a form modification. Don't forget to assign yourself as the owner.

When navigating to the 'details' tab, you may want to provide more in-depth information regarding the issue you're experiencing. For instance, if it is related to the invoice format, you could specify that particular detail. Once you've added sufficient context, simply save the case as usual.

Managing Cases

Now that we have created a case, let's talk about how to manage it. As a manager, you can use a dashboard to gain high-level insight into all cases. Clicking on any of these items will take you to more detailed information.

If you're an employee, you have your own dashboard to track your individual cases. Again, by clicking on any of these items, you can view more detailed information. 

To view all associated tasks, go ahead and click on "time and expenses" and "tasks" tab. On selecting this tab, you can easily glance through the list of any pending or overdue tasks. Once you identify the task that needs attention, you can directly navigate to the case by simply clicking on it.

If you prefer not to use a dashboard, you can click on "cases" to see a list of all cases, regardless of their status. Or, you can click on "my cases" to view cases assigned to you.

To wrap up, managing and creating support cases can be challenging, but it does not have to be. These tips can help make the process smoother and more efficient, ensuring optimal results.

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