Case Management Guide

Structured support for every customer

A case tracks a customer support request, issue, complaint, billing query, change request, or general service enquiry. Cases connect your customers to your team’s response and create a permanent, accountable record of what happened.

Triaging cases by priority

Assign a priority to every case at creation. Priority determines how urgently a case should be addressed and helps your team manage workload across multiple open cases at the same time.

• LowGeneral enquiries, information requests, or minor issues that do not impact the customer’s ability to operate. Resolve within agreed standard timescales. No immediate escalation needed.
• MediumIssues that cause inconvenience but do not prevent the customer from working. Acknowledge promptly and resolve within normal service windows. Monitor and update status regularly.
• HighIssues that significantly impact the customer’s ability to work or access key functionality. Escalate to an appropriate team member and prioritise resolution over lower-priority open cases.
• CriticalUrgent issues that prevent the customer from operating or that pose a business risk. Address immediately, escalate where needed, and keep the customer informed throughout the resolution process.

From new case to resolution

Dove365 CRM — Starter guides cases through a structured process that ensures consistent handling, from initial logging through investigation, escalation where needed, and final resolution.

1. New

   Create the case with all available details: name, account, contact, type, priority, source, target resolution date, and initial description.

2. Investigation

   Record internal notes, update next action, and log all communication on the timeline. Keep case status current throughout.

3. Resolution

   Record the resolution details and next action. Determine whether the case requires escalation. If so, begin the escalation process; otherwise, proceed to Resolved.

4. Escalation

   If needed, mark the case as escalated, assign an escalation manager, and record the reason and notes. Escalated cases require oversight.

5. Resolved

   Record the resolution details and resolved date. The case is closed with a clear record of what was done, when, and by whom.

Building an effective support process

• Log cases for every support interaction

  Even for quick fixes, a case record provides accountability and contributes to reporting on support volume, type, and resolution time over the long term.

• Set target resolution dates at creation

  A target date creates accountability internally and helps manage customer expectations. Use it consistently so reporting on resolution times reflects reality.

• Record all communication on the timeline

  Every call, email, and internal note should be on the case timeline. This protects your team if a customer disputes what was agreed and helps any colleague covering an open case.

• Use case types consistently for reporting

  Consistent use of case types, support, billing, change request, complaint, enquiry, over time reveals patterns in customer issues and informs service improvements.

• Don’t leave cases open indefinitely

  Resolve or cancel cases as soon as the work is complete. Open cases that are actually resolved inflate your active case count and make reporting less meaningful.

• Link cases to service offerings

  Attaching a service offering to a case helps categorise support work by service type, supporting service-level analysis and capacity planning as your team scales. This is a single direct lookup on the case, not the many-to-many relationship used on opportunities.

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