Add a Customer Service Case
To complete this procedure, you must have Insert permission for Customer Service. When creating a new case, you can select an Address Book entry or select an existing customer service case or activit…
Getting Started
Introduction to Maximizer
Introduction to Maximizer
Introduction to Maximizer CRM Live
Maximizer CRM Live System Requirements
Add a User Photo
Logging in to Mobile Access and Navigating Pages
Browser Bar Shortcuts
Maximizer Pages
Phone Number Formatting
Signature
Preferences
Startup, Dashboards and My Work Day Options
Set Your Maximizer Preferences
Adjusting the Number of Entries Returned in Your Address Book
Changing Your Password
Change the Date, Time, and Currency Format
Customizing The Interface
Address Book / Contact List
Address Book - How To Articles
Adding Address Book Entries
Adding Address Book Entries
Add a Company or an Individual
Add a Contact
Access Rights for Address Book Entries
Copy an Address Book Entry
Deleting Address Book Entries
Modifying Address Book Entries
Address Book Entry Lists
Retrieving Entries
Retrieve Partners Associated with Address Book Entries
Retrieve Related Entries
Retrieve a List of Opportunities for an Address Book Entry
Retrieve Contacts Associated with Address Book Entries
Retrieve Companies and Individuals Associated with Contacts
Retrieve Contacts from the Contacts Tab
Retrieve a List of Cases for an Address Book Entry
Retrieve Address Book Entries by Category
Phoning Address Book Entries
Receive a Phone Call
How to Hang Up a Call on Maximizer
View the Phone Log
How to Code a Call
Phone an Address Book Entry
Enable Logging for Phone Calls
Access Rights
Maintaining Your Address Book
Combining Entries
Converting Address Book Entries
Convert an Individual to a Contact
Convert Contacts to Individuals
How to Convert Multiple Entries from Individuals to Companies/Contacts
Convert Individuals to Companies
Recording Relationships with Related Entries
Custom Tab
Territory Management
Web to Lead Forms
About Web-to-Lead Forms
Create a Web-to-Lead Form
View or Modify an Existing Web-to-Lead Form
Create a New Web-to-Lead Form Based on an Existing One
Create an Email Template for Web-to-Lead Form Links
Testing Web to Lead Form
Draw a Map of an Address Book Entry
Setup Formula Field to Lookup LinkedIn Profile
Interactions
Insights
Insights - Introduction
Insights - System Requirements
Insights - User Setup
Insights - User Permissions
Insights - Adding User-Defined Fields
Insights - Data Security
Insights - Reporting Time Zones
Insights - Accessible fields
Insights - Dashboard Backup (Important)
Insights - How To Articles
Create Dashboards
Create Dashboards - Level 1: Basics
Insights - How to Create a Dashboard
Insights - How to Create Widgets
Insights - How to Edit Widgets
Insights - Working With Filters
Insights - Categories, Values & Break By (Data Panel)
Insights - Customizing the Dashboard Layout
Insights - Formula Editor
Insights - Click Through Feature
Insights - How-to build a map widget
Insights - How to change display format (currency, %, days etc.)
Insights - How-to add a Target Line to the Column Chart
Create Dashboards - Level 2: Intermediate
Insights - Data Browser or Field Picker
Insights - Data Structure
Insights - How to work with Multi-Select Table Fields
Insights - How to Compare This Year vs Last Year
Insights - How to Build a Pipeline Funnel
Insights - Compare Year To Date to Last Year to Date
Insights - Creating Formulas Based on Criteria and Conditions (Filters)
Insights - How to Create Custom Buckets (Histogram)
Insights - Selecting Colors in Widgets
Insights - Formula Guide
Create Dashboards - Level 3: Advanced
Interact With Dashboards
Share and Export Dashboards
Insights - Troubleshooting
Leads
Leads - Introduction
Leads - How To Articles
Creating a Lead in the Leads Module
Editing Leads
Changing a Lead's Stage
Adding a Note to a Lead
Converting a Lead to a Customer
Deleting Leads
Linking Leads
Archiving a Lead
Reviewing Related Entries to Lead
Adding a New Lead Source
Lead Mapping
Performing an Advanced Search of Leads
Creating a Saved Search in the Leads Module
Editing a Saved Search of Leads
Linking a Lead to a Campaign
Calendar & Hotlist
Calendar - Introduction
Calendar - How To Articles
Notifications
Set an Alarm for a Hotlist Task
Set an Alarm and Email Reminder for an Appointment
Set Default Options for Alarms and Reminders
Complete Activities from the Notification Panel
Snooze Alarms
Dismiss Alarms
Calendar
About Calendar
Add Items to the Calendar Legend
View the Availability of Users, Locations, and Resources
Send Email Notification as iCalendar Files
Calendar Tutorial
Appointments
Hotlist Tasks
Add a Hotlist Task
Reassign Hotlist Tasks
Modify Task Dates
Filter Tasks and Appointments in the Hotlist
Setting Up Environment to Only See Team Members
Hotlist Module
Hotlist Tutorial
Action Plans
Action Plan Options
Create an Action Plan Template
Schedule an Action Plan
View Activities Scheduled from an Action Plan
Dependent Activities
Viewing Activities for Entries
Opportunities / Accounts
Opportunities - Introduction
Opportunities
Opportunities Page
View an Opportunity From an Address Book Entry
Change the List of Opportunities
Retrieve Address Book Entries Associated With Opportunities
Opportunities - How To Articles
Adding Opportunities
Edit Opportunities
Opportunity Status
Email Notification for Opportunities
Email Notification for Opportunities
Select Users for Opportunity Monitoring
Configure Opportunity Monitoring
Sales Teams
Competitors and Partners
Add a Partner to an Opportunity
Add a Competitor to an Opportunity
Set an Address Book Entry as a Competitor
Set an Address Book Entry as a Partner
Multi-Currency
Multi-Currency
Add a Currency to the Currency Library
Modify a Currency in the Currency Library
Change the Currency in an Opportunity
Quotas
Assigning Campaigns to Opportunities
Assigning Campaigns to Opportunities
Assign a Campaign to an Opportunity
Automatically Assign Campaigns to Opportunities
Process and Stages
Customer Service / Client Service
Customer Service - How To Articles
Creating Customer Service Cases
Viewing Customer Service Cases
View a Case from the Customer Service Page
View a Case from an Address Book Entry
Change the List of Customer Service Cases
Retrieve Address Book Entries Associated with Cases
Status of Customer Service Cases
Assign or Escalate a Customer Service Case
Resolve a Customer Service Case
Case Hotlist Tasks
Recording Case Solutions
Email Notifications for Customer Service Cases
Maximizer Mobile App
Using Maximizer Mobile App
My Work Day
Address Book
Opportunities
Customer Service Cases
Add a Case in the App
Manage Cases in the App
Delete a Saved Search in the App
Add a Saved Search in the App
Edit a Case in the App
Edit a Saved Search in the App
Leads
Edit a Lead in the App
Book an Appointment for a Lead
View a Lead in the Maximizer Mobile App
Create a New Lead in the App
Add Notes to a Lead
Create a Task for a Lead in Maximizer Mobile App
Hotlist Tasks
Appointments
Notes
Add a Note in the Maximizer Mobile App
Create an Important Note in Maximizer Mobile App
Voice to Text Dictation in Maximizer Mobile App
Sorting and Filtering
Change the Entries View in Maximizer Mobile App
Sort Order of Entries in Maximize Mobile App
Filters in Maximizer Mobile App
App Settings
Enable or Disable Log Out After 20 Minutes Inactivity
Enable or Disable Background Notifications Maximizer Mobile App
Enable or Disable Biometrics
Change the Color Theme
Enable or Disable Maps Maximizer App
Change Text Size in Maximizer Mobile App
Enable or Disable Inspirational Quotes Maximizer Mobile App
Logging into Maximizer Mobile App
Mobile App - Troubleshooting
Integrations
Microsoft Outlook Integration
Outlook Integration - Setup
Things to do Before Integrating Outlook with Maximizer
Install & Setup Microsoft Outlook Integration
Outlook Integration - How To Articles
Send and Save an Email Message to an Entry from Microsoft Outlook
Add a Customer Service Case from Microsoft Outlook
View an Address Book Entry from Microsoft Outlook
Add a Hotlist Task from Microsoft Outlook
Stop Tracking an Email Thread
Track an Outlook Email Thread in Maximizer
Add an Address Book Entry from Microsoft Outlook
Save an Email Message to an Entry from Microsoft Outlook
Send an Email Message to Address Book Entries from Microsoft Outlook
Stop Tracking an Email Address
Track Messages from an Email Address
Select a Microsoft Outlook Address List for Integration
How to disable Outlook Integration Setup Wizard
Create Entries from Microsoft Outlook
Outlook Integration - Synchronization
Microsoft Outlook Synchronization
Synchronizing Appointments and Tasks with Microsoft Outlook
Configure Microsoft Outlook Synchronization
Recurring Appointments
Recurring Tasks
Manually Synchronize with Microsoft Outlook
Outlook Integration - Troubleshooting
Microsoft Word Integration
Microsoft Word Integration - Setup
Microsoft Word Integration - How To Articles
Insert a Merge Field in a Microsoft Word Document
Update a Document Template
Print a Microsoft Word Document
Open a Document Template
Preview a Microsoft Word Document
Create Envelopes and Mailing Labels for Maximizer Entries
Create a Document Template
Save a Microsoft Word Document to a Maximizer Entry
Maximizer Merge Fields in Microsoft Word
How to Automatically Convert Merge Fields into Uppercase Letters
How to Toggle Field Codes in Microsoft Word
Microsoft Word Integration - Troubleshooting
(Maximizer 2021 R1 & Earlier) Using the Word integration with Microsoft Edge
MailChimp
MYOB
MYOB - Introduction
MYOB Information in Maximizer
How the CONNECT Button Handles Existing Matching MYOB Entries
Synchronization of Information Between Maximizer and MYOB
MYOB - How To Articles
Bing Maps
OpenStreetMap
Twilio
Zapier
Outlook 365
QuickBooks
Power BI
Configuring Google Maps Integration
Configuring Voice-over-IP Softphone Integration
Tools
Importing Data
Import via new Import Manager
Import Companies
Use the Sample File to Import New Companies and Related Contacts
Retrieve Field Mappings from the Import Catalog
Error in Imports
Importing from Excel to Maximizer
Import Manager Overview
Importing Leads
Import via Comma-Separated-Value/Tab Delimited File
Import Opportunities from a Comma-Separated-Value/Tab Delimited File
Import Companies and Individuals from a Comma-Separated Value/Tab-Delimited File
Import Contacts from a Comma-Separated-Value/Tab-Delimited File
Import Outlook Contacts
Import via XMI/XML
Import Errors and Solutions
User-Defined Fields
User-Defined Fields - Introduction
User-Defined Fields - How To Articles
Setting Up User-Defined Fields
Create a Folder for User-Defined Fields
Create a User-Defined Field
Create a User-Defined Field for the Leads Module
Character Limits for Alphanumeric User-Defined Fields
Move a User-Defined Field or Folder to Another Folder
User-Defined Fields Access Rights
Decimal Places for Numeric User-Defined Fields
Create a Field for Hyperlinks
Create a Field for Currency Values
Modify an Item in a User-Defined Field
Sorting User-Defined Fields
Modify a User-Defined Field
Add Items to a Table User-Defined Field
Formula User-Defined Fields
Create a Formula User-Defined Field
Conditional Expressions for Formulas
Examples of Conditional Expressions
Mandatory Fields
Mandatory Fields
Using Mandatory Rules to Enforce Business Rules
Set a User-Defined Field as Mandatory Given Conditions
Rules for Mandatory User-Defined Fields
Set a User-Defined Field as Mandatory
Mandatory Rules Using Table Fields
Writing Formulas and Mandatory Rules
Writing Formulas and Mandatory Rules
Numeric Functions
Alphanumeric Functions
Arithmetic Expressions
Date Functions
Logical Operators for Formulas and Mandatory Rules
Comparison Statements in Formulas and Mandatory Rules
Key Fields Lists
System Fields
Email - Introduction
Setting Email Preferences
Set Default Fonts for Email Messages
Set-up an Email AutoSignature
Allowing Emails Addresses to Auto-Fill on Maximizer (Internet Explorer Only)
Email Profiles
Email - How To Articles
Sending Email
Send an Email Message to Maximizer Entries
Send an Email to a Lead
Send an Email to Your Customers
Email Signatures in Maximizer
Send a Mass Email
Send an Email to a Contact
View an Email Message from an Entry
SMTP Server
Email Templates
SPF
CASL
Email - Troubleshooting
Notes & Documents
Notes & Documents - Introduction
Notes & Documents - How To Articles
Notes*
How to Create VIP Notes
Add a Note to an Entry
Search Notes in the Following Tab
Set-up a Default Note
Filter Notes in the Notes Following Tab
Add or Remove Note & Document Categories
Print Notes in the Notes Following Tab
Time a Task
Documents
Documents
Documents Tab
Change the Properties of a Document
Set Up a Default Document
Filter Documents in the Documents Following Tab
Add Documents to an Entry
View a Document Attached to an Entry
Document Templates
Document Templates
Modify a Document Template in the Template Library
Merge a Document Template for an Entry
Add a Document Template to the Template Library
Delete a Document Template from the Template Library
History
Company Library
Hyperlinks
Organizing Your Database
Organizing Your Database - How To Articles
Column Setups
Coloring Rules
Default Entries
Searching Maximizer Entries
Search for Entries by a Field
Maximizer Quick Search Tricks
Restricting Search Fields
Search for Entries by Documents
Undo the Most Recent Search
Partial Matching and Wildcards
Find an Entry with a Quick Search
Search for Entries by Notes
Basic Search Criteria
Search Opportunities, Cases, Leads
Favorite Lists
View a List of Favorite Lists for an Entry
Retrieve a Favorite List Automatically
Create a Favorite List
Add or Remove Entries in a Favorite List
Retrieve a Favorite List
Advanced Search
Using Date and Duration Fields in an Advanced Search
Repeat the Last Advanced Search
Performing an Advanced Search of Basic & User-defined Fields
Search Catalog
Search Catalog
Save a Search in the Search Catalog
Retrieve a Search from the Search Catalog
Retrieve a Search by Default in the Address Book
Retrieve a Recent Search from the Search Catalog
Update or Change Search Criteria in a Saved Catalog Search Item
Quick Access Toolbar
Add a Saved Search to the Quick Access Toolbar
Add a Favorite List to the Quick Access Toolbar
Retrieve a Favorite List or Saved Search with the Quick Access Toolbar
Customize the Quick Access Toolbar
Customize Properties of a Catalog Search Item or Quick Access Icon After Creation
Global Edits
Reporting
Reporting - Introduction
Reporting - How To Articles
Reporting in Excel
Create a New Report Template Using Maximizer Basic Fields
Conditional Formatting in an Excel Report
Generate an Excel Report
Change the Chart Layout in an Excel Report
Modify an Excel Report Template
Filter an Excel Report
Change the Chart Type in an Excel Report
Create a New Report Template Using User-Defined Fields
Upload a Report Template to the Template Library
Download an Excel Report Template
Maximizer Dashboards
Dashboard
Setting Up Dashboards
Create a Dashboard
View a Dashboard
Modify Dashboard Properties
Send a Dashboard
Dashboard Indicators
Exporting Entries to Microsoft Excel
Printing Reports from Maximizer
Reporting - Troubleshooting
Administrator
Accessing Maximizer Administrator
Deleting User profiles - Considerations and Cleanup
How to Log into Maximizer Administrator in Maximizer CRM Live
How to Log into Maximizer Administrator in Maximizer On-Premise
New User Creation
Password Resets
Users
User and Group Security
How to Enable a User
How to Disable a User
User Access Rights and User/Group Access Settings
Modifying User Access Settings
Maximizer and Single Sign-On
Setting the Default From Address of Users
Security Groups
Security Groups Overview
Create a New Security Group
Modifying Group Access Settings
Add or Remove a User on a Security Group
Teams
Maximizer Teams
Add a New Sales or Marketing Team
Delete a Sales or Marketing Team
Add or Remove a User on a Team
Entry Access Rights
Auditing
Maximizer Version
Campaigns
Campaigns - Setup
Campaigns Page
Campaign Basic Information
Maximizer Campaign Manager Video Tutorial
Add an Automated Campaign
Restricting Campaign Activities
Create an Automated Campaign Template
Add an Email Activity to an Automated Campaign Template
Add an Activity to an Automated Campaign
Create an Automated Campaign Email Message
Campaign Message Editor
Campaign Merge Fields
Add Subscribers to an Automated Campaign
Run a Test Automated Campaign
Adding a Generic Campaign
Campaigns - Administration & Monitoring
Status of Automated Campaigns
View an Automated Campaign
List of Automated Campaign Statistics
View Campaign Statistics
Retrieve a List of Subscribers for a Campaign
Retrieve a List of Entries who Have Unsubscribed from a Campaign
Retrieve a List of Entries for a Campaign Activity
Retrieve a List of Entries who Have Opened Email
Retrieve a List of Entries who Have Visited Landing Page URLs
Campaigns - Reporting
Maximizer Campaign Manager
FAQs
Database Backups & Restorations
Browser Resolution
Maximizer installations On-Premise
SQL Database
Removing Filestream from your Maximizer Database
Change of SQL Server with Maximizer Installation or Upgrade
Maximizer Installation or Upgrade on an Existing SQL Server
Password Reset
Release Notes
Maximizer On-premise
Windows Authentication
Moving an Address Book to Another SQL Server
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All Categories > Customer Service / Client Service > Customer Service - How To Articles > Creating Customer Service Cases
Creating Customer Service Cases
2 articles
