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Best practices for new cases & Linking to contacts

Glenn Buchan

Hi!

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?

- perhaps you or one of your team can comment on best practice workflow here?

Thanks!

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  • Glenn,

    The Primary Contact field was primarily introduced with improvements to Sugar Serve and is populated when a customer logs a case through the Self Service Portal. Cases created via email do not automatically populate this field. when using BPM you can leverage either the Primary Contact field or all Contacts (its a bit cryptic the way its displayed in BPM (the 1 to 1 is Primary Contact, the m is the contacts in the Subpanel).

    We have a mix of customers using the portal and case emailing so we have the mix.

    Personally, I think best practice is to use Primary Contact for portal population and Contacts subpanel for Case Email/manual creation. I originally was looking at populating the Primary Contact field until I learnt how it was intended to be used and then resisted the temptation.

    Regards

    Greg Barrass    

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  • Glenn,

    The Primary Contact field was primarily introduced with improvements to Sugar Serve and is populated when a customer logs a case through the Self Service Portal. Cases created via email do not automatically populate this field. when using BPM you can leverage either the Primary Contact field or all Contacts (its a bit cryptic the way its displayed in BPM (the 1 to 1 is Primary Contact, the m is the contacts in the Subpanel).

    We have a mix of customers using the portal and case emailing so we have the mix.

    Personally, I think best practice is to use Primary Contact for portal population and Contacts subpanel for Case Email/manual creation. I originally was looking at populating the Primary Contact field until I learnt how it was intended to be used and then resisted the temptation.

    Regards

    Greg Barrass    

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