Case Submittal to Internal Teams: Implementation Checklist
The following sections provide details you can use to ensure that the system is configured properly for submitting internal cases to IT, and to understand (and change, if needed) the settings that affect the processing workflow.
Implementation Checklist
To make it possible for employees to submit cases to internal teams, you must properly implement the basic CRM configuration. Make sure that the necessary features have been enabled, entities have been created, and settings have been specified, as described in the following checklist.
| Form | Criteria to Check |
|---|---|
| Enable/Disable Features (CS100000) | The following features have been enabled:
|
| Customer Management Preferences (CR101000) | The default settings have been saved to the system, as described in Basic Customer Relationship Management. |
| Case Classes (CR206000) | At least one case class has been created, as described in Defining Case Classes, with the Allow Selecting Employee as Case Contact check box selected on the Details tab. |
| Employee Classes (EP202000) | The needed employee classes have been created with the necessary settings and attributes. |
| Employees (EP203000) | Employee records have been created in the system, including for all employees to whom internal cases will be submitted. |
| Users (SM201010) | User profiles have been created for employees. |
Validation of Configuration
To make sure that all configuration has been performed correctly, we recommend that in your system, you perform instructions similar to those described in Case Submittal to Internal Teams: Process Activity.