A while back someone posted, asking if anyone is using Case Management module. They received no responses, so I thought I’d ask the question again, as it’s a module we’re considering turning on and using.
We’re on 9.05.702a. Anyone out there using the Case Management module? Any feedback on performance / features / usability?
Used it on E9 and now E10.
What I think the module does well is “keeping things together”. We use it mostly for our RMA processes. A call comes in, we log it. If we do an RMA, it’s attached to the case. If we do a quote, it’s attached to the case. If we get an order, ….
We haven’t used the KB feature but the case text is searchable and sales reps do have a record of issues. We are not leveraging the Task Set portion to any extent.
Hope that helps,
Mark W.
That’s very helpful, thank you for the response.
We’re interested in using it as a standalone from the CRM, even though the two are intended as working hand in hand. From our testing we can set up default values for the CRM module (for Quotes and Orders), but not actually require the Sales users to “manage” them through a CRM timeline.
Are you using the CRM module as your CRM solution?
No. The CRM module doesn’t do the fatter part of the sales “funnel” very well. Some folks have integrated with Sales Force or Microsoft CRM to various degrees. For us, tracking emails through Outlook is very important and the Epicor CRM is clunky in that respect. We do use the quotation and the marketing fields to some extent but that’s it.
Mark W.
We use it for Helpdesk/support, although If I were to do the process again I would do it differently, making more use of the tasks instead of using the Call log to track events.
One of the things I am not really happy with is the case search, whilst shows all the cases pretty quickly, the list view does not show the descriptions until you click on the row for more detail.
We are on 9.05.701