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Managing Cases and Opportunities

This job aid contains instructions related to managing of cases and opportunities in MYOB Acumatica.

Creating a Case

  1. Open the Cases (CR306000) form.
    To open the form for creating a new record, type the form ID in the Search box, and on the Search form, point at the form title and click New.
  2. On the form toolbar, click Add New Record.
  3. In the Summary area of the form, do the following:
    1. In the Class ID box, select the case class that will serve as the basis for your case.
    2. In the Business Account box, select the customer associated with the case who will receive the bill for case resolution.
    3. You must complete this step if you select the Require Customer check box for the case class that you selected.
  4. In the Contact box, select the customer representative that you should contact about the case.
    You must complete this step if you select the Require Contact check box for the case class that you selected.
  5. On the Additional Info tab, do the following:
    1. If needed, in the Location box, select the location of the customer.
    2. Select the Billable check box if you want the case to be billable.
    3. If needed, in the Workgroup box, select the workgroup that will associate with the case. (If you have already selected an owner who is not included in this workgroup, the Owner box will be cleared.)
  6. If needed, on the Details tab, in the Message text box, type a detailed description of the case.
  7. On the form toolbar, click Save.

 

Creating a Service Order from a Case

  1. Open the Cases (CR3060PL) form.
  2. On an appropriate filter tab, click the case based on which you want to create a service order. The Cases (CR306000) form opens. The user fills in the form with the data of the selected case.
  3. On the More menu (under Services), click Create Service Order.
  4. In the Create Service Order dialog box, which opens, do the following:
    1. In the Service Order Type box, choose the type of service order to create.
    2. In the Branch Location box, select the location of the branch that delivers the services.
    3. Click OK.
  5. On the Details tab of the Service Order form, add the necessary services to the service order.
  6. If applicable, on the Details tab, add the necessary inventory items to the service order.
  7. Click Save on the form toolbar.
  8. If needed, you can add a task to a case with a service by doing the following for the case on the Cases (CR306000) form:
    1. On the Activities tab, click Create Task. The Task (CR306020) form opens.
    2. In the Summary box of the Details tab, type a summary description of the task.
    3. In the Service box, select the service related to the task.
    4. On the form toolbar, click Save & Close. The service is added to the case.

 

Creating an Opportunity

  1. Open the Opportunities (CR304000) form.
    To open the form for creating a new record, type the form ID in the Search box, and on the Search form, point at the form title and click New.
  2. On the form toolbar, click Add New Record.
  3. In the Summary area, do the following:
    1. In the Class ID box, select the opportunity class.
    2. In the Stage box, select the current stage of the opportunity.
    3. In the Estimated Close Date box, select the estimated date of closing the deal.
    4. In the Subject box, specify the subject of the opportunity or a description.
    5. If needed, in the Business Account box, select the business account of the prospective customer.
    6. If needed, in the Contact box, select the contact to associate with the opportunity.
    7. If needed, select the employee to assign to the opportunity in the Owner box.
  4. On the CRM Info tab, specify the following information:
    1. If needed, in the Source box, select the source of the opportunity.
    2. If needed, in the Source Campaign box, select the source campaign of the opportunity.
  5. In the Project box on the Financial tab, select the project that you want to associate with the opportunity or specify the non-project code.
  6. On the form toolbar, click Save.

 

Creating a Service Order from an Opportunity

  1. Open the Opportunities (CR3040PL) form.
  2. On an appropriate filter tab, click the opportunity based on which you want to create a service order.
  3. On the More menu (under Services) of the Opportunities form, click Create Service Order.
  4. In the Create Service Order/Appointment dialog box, which opens, do the following:
    1. In the Service Order Type box, choose the type of service order to create.
    2. In the Branch box, select the branch specified for the opportunity.
    3. In the Branch Location box, select the location of the branch that delivers the services.
    4. In the Project box, select the project that associates with the opportunity.
    5. Click Create and Review.
    6. On the Service Orders (FS300100) form, the system copies the data specified on the Details tab from the Details tab of the Opportunities form.