End-User Guide

This guide is tailored to end-users that need to know how to use the entire Corteza. It provides a high-level overview of all the features while keeping it simple and understandable to non-techy people.

Corteza Messaging

Corteza Messaging is a modern, private, secure messaging system which integrates seamlessly with Corteza One, Corteza CRM and Corteza Low Code. It allows you to easily communicate with other tem members to get the work done!

The basic structure of the Messaging app:
  • Left sidebar showing list of available channels,

  • main middle screen for list of messages and uploaded files in the channel,

  • right sidebar for Messaging threads and channel specific actions.

Channels

Channels make your conversations structured and in one place. It is a single place where you can share messages, share resources and upload files

You can see all of your channels on the left sidebar.

There are three different channel types:
Public channels

Public channels are open and available to all members. They are listed under "Public channels" in the sidebar and are identified with a hashtag icon. You can join a public channel by clicking on the "Browse all channels" at the bottom of the channel list.

You can use the CTRL/CMD + K shortcut to search through available channels quickly.

Private channels

Private channels are limited only to the invited team members. They can be used to discuss sensitive topics that other members should not access. They are listed under "Private channels" in the sidebar and are identified with a lock icon.

Direct messages

Direct messages are a discussion between two or more people limited to only them.

Creating channels

  1. Click on the plus icon (+) next to "Public channel", "Private channel" or "Direct messages" section titles,

  2. fill in the form and optionally add members,

  3. click on the "Create" button.

Joining channels

  1. Click the "Browse all channels" or use the CTRL/CMD + K shortcut,

  2. find the channel you wish to join and click on it,

  3. if you are not already a member of the channel, press on the "Join Channel" button on the bottom of the page.

Channel options

Hover your mouse over the navigation icon in the top right corner (the three vertical dots). .You can: * See channel members, * edit the channel, * hide or show the channel, * pin or unpin the channel, * ignore or follow the channel (this disables or enables notifications), * see bookmarked and pinned messages, * leave the channel.

If you don’t see some of the channel options, you might not have permissions to access that option. Contact your system administrator.

Messages

Sending messages

  1. Enter a message into the message bar at the very bottom of the screen,

  2. Hit "Enter".

Do you want your message to span over multiple lines? Hold the shift button and press enter.

Edit messages

  1. Hover over the message and click on the plus (+) sign that appears at the end of the message.

  2. select "edit message". This method works for all your messages,

  3. alternatively, while you’re in the message bar, hit the arrow-up key and to edit your last message.

Removing messages

  1. Hover over the message and click on the plus ("+") sign that appears at the end of the message,

  2. select "delete message".

React to a message

  1. Hover over the message and click on the emoticon (smiley) icon that appears at the end of the message,

  2. click on the sign and choose from the emoticon menu presented.

Bookmarking messages

Bookmarked messages are visible only to you.

Bookmarked messages have a green vertical bar on the right of the message.

To bookmark a message, hover over the message and click on the bookmark icon.

To view your bookmarked messages in any channel, select the channel controls in the top right-hand corner (the three vertical dots) and select "Bookmarked Messages".

Pinning messages

Pinned messages are visible in the right sidebar to every member of the channel.

Pinned messages have a yellow vertical bar on the right of the message.

To pin a message, hover over the message and click on the pin icon.

To view your pinned messages in any channel, select the channel controls in the top right-hand corner (three vertical dots) and select "Pinned Messages".

Emojis!

  1. Click on the smiley face icon in the bottom right corner,

  2. use the icons at the top to browse categories, or you can search by name,

  3. click on the emoji to add it to your message.

You can use :emoji name here: to add an emoji by name; for example :smile:.

Mentioning teammates

A mentioned user receives a notification about the new message. You can use mentions to resolve urgent topics quickly.

  1. Access the available mentions by typing the @ sign,

  2. continue typing to filter through the list. You can use your arrow keys to navigate up and down the list,

  3. select a mention by either pressing enter or clicking on it.

Mentioning channels

Channel mentions allow you to reference other channels.

  1. Access the available mentions by typing the # sign,

  2. continue typing to filter through the list. You can use your arrow keys to navigate up and down the list,

  3. select a mention by either pressing enter or clicking on it.

Managing unread messages

The number of unread messages in a channel appears beside the channel name in the left sidebar.

A bubble icon instead of a number indicates you have unread messages in one of the threads inside the channel.

To mark messages as read, open the channel and click on the "Mark as read" button on the bottom right corner.

Threads

You can use threads to continue on a specific sub-topic without disrupting the rest of the conversation.

To start a thread, hover over the message and click on the speech bubble icon.

If a message already has a thread, you can click on the x replies below the message to open the thread.

Attachments

You can upload files, such as images or documents, and share them with other members of the channel. To upload the file click on the plus icon (+) in the left corner of the message input bar and select the file you wish to share.

You can simply drag and drop the file into the channel.

Corteza One

Corteza One is designed to provide all of the available Corteza applications from a single user interface. It’s a modern, web-based unified workspace which helps you to be more comfortable and productive in your daily working life.

Panels

Panels allow you to split and rearrange your workspace to best suit your needs. You can display one or more applications (using multiple tabs) by clicking on one of the available applications.

Corteza One will remember your layout and selected applications.

To change the panel layout, hover over the panel menu in the top-left corner of your screen (the four squares) and select the layout that you wish to use.

If you open more than one panel, you can resize the panels by dragging the arrow icon in the centre of your screen.

Tabs

Tabs allow you to show one or more applications inside any given panel — they work just like browser tabs.

To open a new tab, click on the plus icon (+) on the top of the panel. This opens the application selector menu where you can choose what application you wish to open. Click on the application to open it.

When you hove over an application, you will notice an arrow icon. Clicking on it will open the application in a new browser tab instead of the panel.

Depending on how your system is set up, you might already see some applications opened out of the box.

Settings

You can access your settings by hovering over the dropdown menu in the top right corner and clicking settings (next to the panel menu).

The Corteza profile setting allows you to view your information and change your password.

To change password, the user must enter the existing password, then enter the new password followed by one last confirmation entry of the new password.

Settings open in a new browser tab, so you can close it once you are done.

Corteza CRM

Corteza CRM is a highly flexible, scalable and open source Customer Relationship Management solution.

Since the Corteza CRM is highly customizable it is possible that this guide differs from your CRM.

In such cases, please contact your system administrator.

Home

The home page is accessible by clicking on the "Home" in the main navigation bar on the top of the screen.

The homepage is the main dashboard for your business — it gives you a quick overview of the most important information in the CRM.

By default, it shows you essential statistics regarding your leads, a calendar with events, as well as lists of your new leads, key opportunities and tasks.

Leads

The Leads page is accessible by clicking on the "Leads" in the main navigation bar on the top of the screen.

There are three pages dedicated to leads — one main page and two subpages. They all show leads but with different filtering.

  • Leads shows all of the leads in the system,

  • All New Leads shows only the leads that have the New status,

  • My Leads shows only the leads that are assigned to you.

A lead or a prospect is an individual who might become your customer, but currently is not. They are usually converted into accounts, contacts and opportunities.

Add a new lead

A new lead can be added from either one of the subpages.

  1. Click on the "+ Add" button to open up the form,

  2. populate the data and press the "Save" button on the bottom right corner.

The rating field is incredibly helpful as it allows you to see which leads are qualified as good leads.

The typical process of handling a lead after it is inserted in the system is for the assigned salesperson to follow up on the lead. This salesperson can contact, and further qualify the lead.

Try to retrieve as much relevant lead data as possible. It will help you create interesting charts, such as leads per country or leads per industry.

Fill in the lead’s personal or company twitter profile. This allows you to see, directly in the lead record, a list of latest tweets from that profile.

You can create notes, events and tasks for a lead.

Converting the lead

A lead should be converted when there is a sales opportunity.

You have two options:

Convert this lead into an Account

This creates an account and a contact for the lead. Use it when a lead shows some interest but its not exactly clear what the sales opportunity will look like.

Convert this lead into an Account and Opportunity

This creates an account, contact and an opportunity for the lead. Use it when a lead shows interest, and we already have enough info about the sales opportunity.

When a lead is converted, the generated Contact is set as the primary contact for the account.

Tips for determining a lead rating

If a lead shows commercial interest, such as a request for pricing and the lead’s location matches the region your business targets, this lead could be considered a 5 star lead.

If a lead performed some additional interactions, such as going through a demo, they could be considered a 3 star lead.

If a lead contacted you regarding, but it’s clear that there is no explicit business intention, it can be considered a 0 star or a 1 star lead.

Accounts

The Accounts page is accessible by clicking on the "Accounts" in the main navigation bar on the top of the screen.

Accounts are entities (companies or other) that you are doing business with. Here you can store information such as company size, opportunities and business contact information.

You can create a new account in two ways:

  1. By clicking on the "Add" button, or

  2. by converting a lead. In this case, the account and primary contact inherit the lead data.

An account has, just as a lead, an owner. The "account owner" is the person responsible for the account.

The most important block in accounts is "Opportunities" (potential sales). To generate a new "Opportunity" for the account, press the "Create new Opportunity from this account".

Other related blocks are:

  1. Contacts: all the contacts related to the account.

  2. Contracts: all contracts, active or inactive related to the account.

  3. Cases: All cases that are related to the account.

  4. Notes, Events and Tasks.

The primary contact provides contact information when generating documents such as quotes.

You can create new contracts for the account by pressing the "Create new Contract from this account" button.

You can create new cases for the account by pressing the "Create new Case from this account" button.

Opportunities

The Opportunities page is accessible by clicking on the "Opportunities" in the main navigation bar on the top of the screen.

When you generate an opportunity for a given account, you indicate that you have uncovered a potential future sale and thus potential revenue.

An opportunity name should be short and descriptive to identify what the opportunity is about quickly. For example, "300 licenses" is a good example, as it is short and straight to the point.

The close date is set to one month after the opportunity is created.

The close date determination is configurable via the settings.

The "stage" field allows you to identify what stage a given opportunity is in. When you create an opportunity, it is set to "Qualification". Once correctly qualified, you can move it to "Proposal" (or to "Need Analysis", if more analysis is needed). The last few steps are "Negotiation", followed by "Closed Won" or "Closed Lost".

You can generate Quotes for an opportunity, and add notes, events and tasks.

Use the "Contact Roles" block to create a clear overview of the people related to the opportunity, including their contact data and role.

How to add products to an opportunity and automaticaly update the total amount

The typical process is:

  1. Select a price book. You can have multiple price books in your organisation, offering different prices for the same product, depending on region and client organization type.

  2. Add a products. Note that you will only have to insert the quantity, and optionally "Discount". Other fields will be filled in automatically

  3. Click on the button "Update prices of Products by applying the selected Price Book and inserted discounts"

You can overwrite the list price of the product by inserting a different sales price manually.

You can edit the list of products directly when you are in the editing mode of the opportunity record. This is faster then adding products one by one.

Tips for qualifying leads

It is useful to figure out the following data:
  • Budget: Check if there is actually a budget,

  • Authority: Check if you are talking to or being able to get through to the decision-makers,

  • Need: Check if there is an actual need for the product/service,

  • Timeline: Check by when the product/service needs to be delivered or implemented, and if this timeline makes sense,

  • Competition: Check whom you are competing with.

Tasks

The Tasks page is accessible by clicking on the "Tasks" in the main navigation bar on the top of the screen.

Tasks allow you to keep track of actions that need to be completed by someone; either yourself or someone else.

Make sure to set the task as "Closed" once you complete it.

You can access tasks either from the list on the current page or on the calendar on the homepage.

You can relate tasks to leads, accounts, contacts, opportunities, quotes or contacts.

Campaigns

The Campaigns page is accessible by clicking on the "Campaigns" in the main navigation bar on the top of the screen.

A campaign is a planned marketing project that you want to manage and keep track of from within the CRM. This allows you to analyze different business strategies and analyze which one is most effective.

A campaign can be anything from a simple newsletter, seminar, conference, or any other type of marketing initiative.

Leads, contacts, accounts and opportunities are related to campaigns, as campaign members. The campaign - opportunity relationship allows you to calculate values such as the ROI (Return Of Investment) based on the campaign cost and expected revenue.

To calculate the ROI, you need to insert the cost of the campaign. The CRM creates the numbers that compare the costs to the value of the won opportunities.

Campaign results are automatically updated.

Try to add campaigns to all your leads. Upon lead conversion, the campaigns are mapped to the account and opportunity, allowing you to define the ROI of your lead generation activities.

Quotes

The Quotes page is accessible by clicking on the "Quotes" in the main navigation bar on the top of the screen.

You generate a quote from an opportunity. An opportunity can have multiple quotes. A quote allows you to complete the payment and thus charge the customer.

Products in an opportunity are inserted as quote line items.

Quote "Bill to", "Quote to" and "Ship to" information are retrieved from the account related.

You can overwrite automatically mapped information in a quote without problems.

You can send a quote via email to the primary contact or a custom email.

Products

The Products page is accessible by clicking on the "Products" in the main navigation bar on the top of the screen.

Here you can manage all of your companies products and services.

Each product has a description and related files. The cost of the product is determined by the price book. The product can be linked to cases.

Price book

Your company may have different price books depending on the region and client organization type.

The price book determines how much the product costs. When creating an opportunity, product prices and the totals are calculated based on the selected price book.

Add products rapidly to a price book by opening the price book in editing mode and adding the products there.

Dashboards

The Dashboards page is accessible by clicking on the "Dashboards" in the main navigation bar on the top of the screen.

Dashboards help you to visually understand changing business conditions so you can make decisions based on the real-time data of your CRM.

Corteza CRM comes built-in with a handful of predefined dashboards that should give you enough understanding about the business.

Your dashboards can also include social media feeds.

Cases

The Cases page is accessible by clicking on the "Cases" under the "More" dropdown in the main navigation bar on the top of the screen.

Cases is a simplified case management tool built right into your CRM. It allows you to keep track of various customer complaints, disputes or similar.

They can be linked to accounts, contacts products or even to other cases.

You can define who is part of the case, what role they have, keep track of the progress and assign notes and tasks.

You can store a resolved case as a "Solution". Solutions help you to solve (future) similar cases with ease.

Events

The Events page is accessible by clicking on the "Events" under the "More" dropdown in the main navigation bar on the top of the screen.

Events help you stay organized by keeping track of the things you should do.

You can access your events either from the Events page or from the homepage. They are also accessible from any other page that allows events; such as leads and opportunities.

Service Solution

Corteza Service Solution is a highly flexible, scalable and open source solution for keeping up with customer cases.

Since Service Solution is highly customizable, this guide may differ from yours.

In such cases, please contact your system administrator.

Home

The home page is accessible by clicking on the "Home" in the main navigation bar on the top of the screen.

The homepage is sort of like a dashboard for your business — it gives a quick overview of your cases, so you know what is going on.

It shows you essential statistics regarding your cases, such as cases by priority, status, and category.

Cases

There are three pages dedicated to cases — one main page and two subpages. They all show leads but with different filtering.

  • Cases shows all of the cases in the system,

  • All New cases shows only the cases that have the New status,

  • My new cases shows only the new cases that you are responsible for.

Cases are the main component of Corteza Service Solution — this is where all of the customer issues are captured and handled.

Add a new case

You can add a case from either one of the subpages, but they are usually created from the account.

  1. Click on the "+ Add" button to open up the form,

  2. populate the data and press the "Save" button on the bottom right corner.

Each case has an automatically generated case number, which starts with "ticket#" followed by a number. An example case number is ticket#20191025094353420.

The ticket number provides a unique identification that is used within the system. To make the ticket understandable, provide a good subject.

Make sure that the subject is short, clear and straight to the point!

Key parts of a case

Case Description

This is where you can find the base information regarding a case; such as its status, priority and related product.

Case Details

This is where you can find essential relations, such as the related account, contact, case owner, and it’s cost.

Updates

This is where all the updates related to the case are kept. This can be anything from receiving updates from the clients to us contacting the client. It gives you a clear picture of what is going on. You can add a new update by clicking on the "Add Update to this Case" button. Case status changes automatically create an update.

Knowledge Base

This is where you can quickly search through the knowledge base to find relevant information to get a better understanding of the task at hand.

Typical case flow

  1. A client contacts the company with an issue,

  2. the service agent checks the clients account to see if their entitlements permit support for the issue,

  3. if the client is entitled to support, a new case is created, directly from the account page,

  4. the agent inserts any relevant parameters to the case, assigns a category (the default is "Problem"), links any related products, contacts, and assigns an agent,

  5. the assigned agent works on the case, creates updates and finally closes the case.

Accounts

The Accounts page is accessible by clicking on the "Accounts" in the main navigation bar on the top of the screen.

Accounts are entities (companies or other) that you are doing business with. An account stores essential data regarding the company, along with a set of contacts, entitlements and cases.

Add a new account

  1. Press the "+ Add" button on the top of the list,

  2. fill out the data,

  3. press "Save" on the bottom right corner.

Add a case for an account

  1. Open an account you wish to create a case for,

  2. click on the "+ Add" button on top of the Cases list,

  3. fill out the data,

  4. press "Save" on the bottom right corner.

Refer to the cases section for additional details.

Contacts

The Contacts page is accessible by clicking on the "Contacts" under the "Accounts" dropdown in the main navigation bar on the top of the screen.

Contacts belong to accounts, and we can think of them as employees for a specific company that we are allowed to contact.

Key parts of a contact

A contact has two particular fields that indicate how and if we can contact them:

  • Do Not Call,

  • Email Opt Out.

The agent should check these fields before trying to make any contact.

Personal Data

Here we store the essential information regarding contacts, such as their name, title, phone, and email.

Contact Address

Here we store their contact address if we need to generate any quotes, send packages or dispatch maintainers.

Contact Twitter Feed

Here we can keep track of the contact’s latest updates via Twitter.

Cases related to this Contact

Here we store the cases that are related to the contact; either created by them, or they are responsible for.

Emails

Here we store the emails that we sent to the contact, presented in chronological order. These are usually generated based on cases.

We can use this outside of cases, for example, to notify the client that their subscription expires soon.

Add a case for a contact

  1. Open a contact you wish to create a case for,

  2. click on the "+ Add" button on top of the "Cases related to this Contact" list,

  3. fill out the data,

  4. press "Save" on the bottom right corner.

Refer to the cases section for additional details.

Add an email for a contact

Emails are usually generated from a case and not directly as shown here.

  1. Open a contact you wish to create an email for,

  2. click on the "+ Add" button on top of the Emails list,

  3. fill out the data,

  4. press "Save" on the bottom right corner.

Entitlements

The Entitlements page is accessible by clicking on the "Entitlements" under the "Accounts" dropdown in the main navigation bar on the top of the screen.

Entitlements are types of customer support, such as phone support or email support. You can set up entitlements to help support agents determine whether a customer is eligible for support or not.

Entitlements are related to an account and a product, and they are eligible for a fixed amount of time (defined by the start and end date).

Add an entitlement

  1. Click on the "+ Add" button on top of the Entitlements list,

  2. fill out the data,

  3. press "Save" on the bottom right corner.

You can define an entitlement template under a product to automatically prefill some of the data. Refer to entitlement templates for more information.

Products

The Products page is accessible by clicking on the "Products" in the main navigation bar on the top of the screen.

A product can be a physical or a software product, as well as a service provided by your company. Products allow you to keep track of how much service a specific product or product family provides. We also get an overview of all cases for a specific product.

Key parts of a product

Product Description

Here we store the essential information regarding the product, such as it’s product code, name, family and optionally an entitlement template.

We can use entitlement templates to automate the creation of more common entitlements, such as a hardware warranty for a product.

Cases totals

Here we see the total time and cost that a specific product has required so far. The system calculates these fields, so we don’t need to worry about that!

Cases related to this product

Here we find all the cases that we created for the product. It can help us identify the most problematic products and the most common issues.

Entitlements for this product

Here we find all of the entitlements that we created for this product.

Knowledge Base items related to this product

The knowledge base allows us to provide some information regarding the product, so our support agents can provide quality answers without the need for experts.

The knowledge base is accessible from the case creation screen.

Entitlement templates

The Entitlement Templates page is accessible by clicking on the "Entitlement Templates" under the "Products" dropdown in the main navigation bar on the top of the screen.

A product or service comes typically with an entitlement to support. For example, a software license may allow the client to contact you by phone when they have issues or questions. Or, when you sell hardware, you may need to offer a period of guarantee, allowing the client to contact you when the product breaks within that period.

Service Solution provides an easy way of defining the most common entitlements as entitlement templates. After we create a template, we bind it to a product. Now, whenever we create an entitlement for that product, the template will be used to prefill the base information regarding the entitlement.

Create an entitlement template

  1. Navigate to the Entitlement Templates page,

  2. press the "+ Add" button at the top of the list,

  3. fill out the form and press the "Save" button in the bottom right corner.

Add an entitlement template to a product

  1. Navigate to the Products page,

  2. press the edit icon next to the product you wish to do this for,

  3. navigate to the "Product Description" block and select an "Entitlement Template",

  4. press the "Save" button in the bottom right corner.

If you wish to create a new product instead of editing an existing one, press the "+ Add" button instead of the edit button on the product list.

Knowledge base

We use "KB" as a shortened notation to reference the knowledge base.

The Knowledge Base page is accessible by clicking on the "Knowledge Base" in the main navigation bar on the top of the screen.

The knowledge base stores various information regarding your products, services and other so the agents can solve cases faster without the need for experts.

Key parts of a knowledge base entry

Details

Here we store the essential information regarding the entry, such as the type, related product, description, its status and some other metadata.

Cases with this KB Item as Solution

Here we see all the cases that we solved with the help of this entry. This helps us distinguish good entries from the bad ones to improve our knowledge base. It also allows other agents to solve similar cases much faster.

Add a new knowledge base entry

  1. Press on the "+ Add" button on the top of the list,

  2. fill out the data,

  3. press "Save" in the bottom right corner.

The ID gets calculated by the system.

Tips for improving quality

Implement reviews

We can use the status field of the entry to indicate if it needs to be reviewed by an expert, or if it’s accepted or rejected.

Departments

The Departments page is accessible by clicking on the "Departments" in the main navigation bar on the top of the screen.

Companies usually consist of multiple departments that may have different costs when performing their tasks. One hour support by the service department is not the same as one hour support by R&D. This allows the system to calculate the cost of a particular case automatically.

A department is not directly assigned to a case, but its update. This allows multiple departments to work on the same case.

Key parts of a department

Department details

Here we store the essential information regarding a department, such as its name, list of employees, and it’s hourly cost.

Total time and cost of department related to work on cases

Here we can see some quick statistics regarding total consumed times and the total cost of the department. The system calculates this, so we don’t have to worry about this.

Case updates related to the department

Here we can see all of the case updates that are assigned to this department. This can help us determine what department has the most significant load so we can properly adjust our business process.

Changing the hourly cost of a department only affects new entries. Old entries and their costs remain untouched unless they are updated.

Add a department

  1. Click on the "+ Add" button at the top of the list,

  2. fill out the data,

  3. press the "Save" button on the bottom right corner.

Settings

The Settings page is accessible by clicking on the "Settings" in the main navigation bar on the top of the screen.

In the settings page, we can configure some parts of the system to suit our needs better. Let’s go over them.

Available settings

Next number for a KB item

This indicates the next ID that is used for the next KB item (entry). Unless you are migrating from another system, this value doesn’t need to be changed.

Default cost per hour

This is used if a department doesn’t define its hourly cost or if we don’t assign a department to the case update.

We strongly advise that each department explicitly specifies an hourly cost.

Default department for new ticket

This is the default department that will be assigned to a ticket if no other department is selected.

Default time for a case update

This is the default time that is used when working on case updates.

You can calculate the average consumed time and use that value here.

Default support channel id

Corteza Service Solution integrates into the Corteza Messaging application. Specific events, such as a case update, are sent to the Corteza Messaging channel that is defined in this field.

Here is an example of an automated message update:

Automatic update. "Ticket#20200914101549730" has been updated: Email: Case: [Ticket#20200914101549730] "Cannot connect the cable to the screen" (type: Outgoing email). Direct link: https://latest.cortezaproject.org/compose/ns/service-solution/pages/111502308285612036/record/161946717564960772

This is the base URL that will be used when generating links to cases.

If you have an external portal that is able to display cases stored by Corteza, you can change this link to point to that portal.

Default case email template

This is the default email template that will be used when generating case emails.

Step by step configuration

Next number for a KB item

If you’ve migrated from another system, insert the next number that should be used. If not, you can leave this as it is.

Default cost per hour

Enter a default cost that should be used when working on a case update.

Default department for new ticket

Select the default department. If you don’t see any departments, you should first create it.

Default time for a case update

Enter a default time that should be used when working on a case update.

Default support channel id

If you don’t wish to send automated messages to the Corteza Messaging application, you can skip this.

  1. Open Corteza Messaging, select a channel you wish to use, or create a new one,

  2. take note of the channel ID (this is the long number at the end of the URL address),

  3. paste the channel ID into this field.

  1. Navigate to the "Pages" of your admin panel,

  2. find the page called Record page for module "Case",

  3. copy the page ID (this is the long number at the end of the address — similar to the above channel ID),

  4. insert https://your-corteza-instance.tld/compose/ns/service-solution/pages/<page_ID_here>/record. For example: https://your-corteza-instance.tld/compose/ns/service-solution/pages/111502308285612036/record

If you have an external portal that is able to display cases stored by Corteza, you can change this link to point to that portal.

Default case email template

Select a default email template that should be used when working on cases. If you don’t see any email templates, you should first create it.

Email templates

The Email Templates page is accessible by clicking on the "Email Templates" under the "Settings" dropdown in the main navigation bar on the top of the screen.

Email templates help us speed up the process of contacting our clients by prefilling the more common information and let us fine-tune the last few details, specific to the client.

Key parts of an email template

Template

Here we store the essential parts of the template, such as its name, description, subject and the body content. We can use placeholders to speedup the process of designing an email (more on this in the below section).

Template is used in following emails

Here we can see all the emails that are using this template. We can use this to distinguish the more popular templates to help us design better templates in the future.

Placeholders

We can use placeholders in both the subject and the body.

We can use the following placeholders (take note of the {{ }} — this indicates a placeholder).

Placeholders for getting data of the case:
  • {{Case.Number}}

  • {{Case.Subject}}

  • {{Case.Status}}

  • {{Case.ContactName}}

  • {{Case.ContactTitle}}

  • {{Case.ContactEmail}}

  • {{Case.ContactPhone}}

  • {{Case.Escalated}}

  • {{Case.Category}}

  • {{Case.CloseDate}}

  • {{Case.Priority}}

  • {{Case.Description}}

  • {{Case.TotalTime}}

  • {{Case.TotalCost}}

Placeholders for getting data of the contact:
  • {{Contact.FirstName}}

  • {{Contact.LastName}}

  • {{Contact.Title}}

  • {{Contact.Phone}}

  • {{Contact.Email}}

  • {{Contact.Twitter}}

  • {{Contact.Facebook}}

  • {{Contact.LinkedIn}}

  • {{Contact.MailingStreet}}

  • {{Contact.MailingCity}}

  • {{Contact.MailingState}}

  • {{Contact.MailingPostalCode}}

  • {{Contact.MailingCountry}}

  • {{Contact.DoNotCall}}

  • {{Contact.HasOptedOutOfEmail}}

Example subject

Case: [{{Case.Number}}] "{{Case.Subject}}"

Example body

Dear {{Contact.FirstName}},

We are contacting you concerning the case "{{Case.Subject}}".

...ADD_REASON_FOR_CONTACT_HERE...

Kind regards,

The service team

Dashboards

The Dashboards page is accessible by clicking on the "Dashboards" in the main navigation bar on the top of the screen.

Dashboards help you to visually understand changing business conditions so you can make decisions based on the real-time data of your Service Solution.

You can easily define new dashboards to expose the data you care about the most.