Creating a Case with Contact Only (no existing customer account)

Introduction

This article provides a guideline on how to create a case for a contact where there is no customer account yet. When dealing with contacts of type "Person," note that this type cannot be changed into a customer account. A customer-related contact must be of type "Company."

Workflow

Request / Quote

If a request comes in from a new contact, please follow these steps:

1. Create a Contact of Type "Company":
2. Create a new contact with the type set to "Company."

3. This will allow you to capture general details about the company the person is requesting a quote for.

4. Create a Contact of Type "Person":

5. Create a new contact with the type set to "Person" for the individual you are communicating with.

6. Assign this person to the previously created company contact.

7. Select the Person on the Case:

8. When creating the case, select the "Person" contact you have just created.

Result in Contacts

• The person will be selected on the case: The contact details of the person will appear on the case card.

Result on Case Card

• Sell-To Contact: Shows the person's data as usual.
• Sell-To Company Contact: Displays the No. of the person's company. (This field will be visible only when selecting "Show More" on the General tab.)

Order

If the case needs to be changed to a status of type "Order," a customer account must be created. The following options will be available:

1. Clicking "Yes":
2. A customer will be created after selecting a customer template.

3. This is the recommended flow and requires proper setup of customer templates.

4. Clicking "No":

5. A customer will be created without using a customer template, using only the contact data.
6. Before proceeding with posting shipments or invoices, ensure the customer is updated with all missing data, such as posting information.