This section targets the questions most frequently encountered by service teams and the moments when users say "what was I supposed to do here?"

The goal is to clarify the process of opening, resolving, and managing cases operationally.

1. What is a case, and when should I create one?

A case represents a problem, request, or support need reported by a customer.
If a matter requires follow-up, it must be managed with a case, not with correspondence or notes.

2. Which fields are required when opening a case?

To create a case:

• Title
• Company, Contact, or Lead
• Subject
• Channel
• Description

fields are required. The mandatory requirements for subject, channel, and description fields can be removed if desired.

3. Do I have to link a sale or product when creating a case?

No.
However, if there is a related sale or product, linking it significantly increases the solution time and reporting quality.

4. What is the purpose of selecting FAQ?

The FAQ field in the case form:

• Provides standard solutions for similar problems
• Ensures consistency across support teams
• Increases FCR (First Contact Resolution) rate

5. Should a case be created as "Open" or "Resolved"?

By default, cases are created as Open. However, if the issue was resolved immediately, "Resolve & Save" can be used to save it directly as resolved.

In this case:

• The FCR field is automatically checked
• Resolution time is calculated from zero

6. When is a case considered closed?

"Resolve" action closes the case. With this action:

• Resolution time is calculated
• The resolving user information is assigned
• The process is recorded in the timeline

7. Can a closed case be reopened?

Yes.
"Reopen"button can reactivate the case. This allows customer returns or accidental closures to be safely managed.

8. Can I convert a case to sales?

Yes.
"Convert to Sales"button allows you to:

• Create a sales record directly from the case
• Mark the case as converted to sales

This feature is especially useful for:

• Upsell / cross-sell opportunities
• Sales arising during support

9. What happens if a case is canceled?

"Canceled" status cases:

• Are excluded from the process
• Are tracked separately in reports
• Are not included in resolution time calculations

10. What does the case timeline show?

The Timeline:

• Notes and documents
• Related activities
• Related lead's timeline
• Resolution (closing, sales conversion, cancellation, etc.) records

displayed chronologically.

This screen is the single answer to the "what happened to this case?" question.