To start a new housing options case via a contact record

The procedure to start a new housing options case via a contact record is as follows:

1. Using the global search facility, type in the first few characters of the contact from whom a housing options enquiry has been received 1.
2. Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon ().
3. Click on Cases (contact summary 360 view) 2. The Cases tile is activated.
4. Click on New Housing Options Case. The Create Housing Options Case - Select Type window is displayed.
5. Using the Company drop-down field, select the company to which the new housing options case relates 3.
6. Using the Housing Options Type drop-down field, select a parameter value to reflect the classification of the housing options enquiry i.e. the custom workflow, comprising the relevant follow-on activities and advice statements.
7. Click on Next. The Create Housing Options Case - Select Contact Groups window is displayed, revealing the Search Results summary table containing a list of all groups to which the contact is linked.
8. Highlight the row matching the contact group membership to which the housing options case relates; optionally, click on View Member to verify all current members of the highlighted contact group and their responsibility status.
9. Alternatively, click on New Contact Group to create a completely new contact group record for the housing options service user, not previously held; the new group is displayed in the Search Results summary table ready for selection 4.
10. Click on Create Case. The Housing Options Case Details window is displayed, ready to record the individual responses provided by the contact, and used to direct the activities of the advisory service in relation to the specific housing options enquiry. This requisite step mirrors that covered separately in the topic To record contact responses on a housing options enquiry form.

Note

1 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached.

2 The availability and customisation of all Contact Summary 360 View tiles is controlled separately for each end user via their unique system profile.

3 Only those companies linked to the contact will be available for selection.

4 Where a new contact group is selected for the housing options case, the group is automatically created with a proposed name i.e. the extraneous details can be updated at a later date outside of the enquiry process; for further details see the separate topic To create a new contact group.

See related topics...

Housing options case management overview

To record contact responses on a housing options enquiry form

To create a new contact group

To define the user profile

Using the search facility