For new cases in SugarServe should we use "Primary Contact" field or link to the contact in the contact subpanel? (or both?)
We've noticed for inbound email cases it normally adds the contact in the contacts subpanel. It does not populate primary contact.
However, when linking a case to an inbound call it uses "Primary Contact" field and does not add the contact to the subpanel.
The problem with this setup is when someone calls we cannot see their email cases and when someone emails we cannot see their past cases?
Charles Hicks - perhaps you or one of your team can comment on best practice workflow here?