Tracking, managing, and resolving cases
At this point, you're ready to begin working with cases. This will involve creating case records, working within them toward resolution, and searching/reporting on them.
Creating and managing case records
When you first open a new case, CiviCRM collects information, including the type of case you are creating, the status, the subject, and various details that will be stored in the open case activity. Once you've created the case, you will enter the Manage Case screen, where you will spend most of your case-management time:
The screen is roughly divided into five sections:
Summary
Roles
Other Relationships
Case Tags (optional; not present in the preceding screenshot)
Activities
The Summary section includes the case client, subject, type, status, open date, and reference ID. Below this section, you have tools to create a new activity, add a timeline to the case, run an activity audit report, generate a print-friendly summary of the case, merge the case with another...
