Click the play button on the video below for a walkthrough of this article.

If the enquiry is an EXISTING Customer and is in regards to:

• An Issue with a product or service
• An Invoice
• Cancelling a product or service
• A Complaint

This needs to be converted to a CASE. This will ensure it is given the appropriate priority and assigned to a staff member that can assist with the issue.

To do so go to the 'Enquiry > Case' tab.

You can link the enquiry to an existing case within the flow.

OR you can Create a New Case from this Enquiry record.

NOTE: this will not erase this enquiry record rather the information provided will be used when creating the case record.

All the information will be pre-filled based on the Enquiry record, the only field you will need to select is 'Nature of Issue'.

NOTE: When creating the Case Record you can choose to:

• Not move across any related items
• Move across Notes (you made on the Enquiry record)
• Move across Tasks (you created on the Enquiry record)
• Move across Both Tasks and Notes.

Once the Enquiry has been converted, you can go directly to the Case...

or the case will be found in the Support Hub under Customer Cases.