Use the following buttons to manage the information in the Pending tab.

■ Schedule: Open a drop-down menu with the following options:

○ Call: Open the Schedule a Call dialog.

○ Next ActionThe Automated Process action is the activity performed when triggered.: Open the Schedule a Next Action dialog.

○ Appointment: Open the Schedule an Appointment dialog.

○ Literature Request: Open the Schedule a Literature Request dialog.

○ Other Action: Open the Schedule an Other Action dialog.

○ To-do: Open the Schedule a To-do dialog.

○ EventStep-by-step instructions contained in an Automated Process, or track, that GoldMine must evaluate to perform a specified series of activities. An event consists of a trigger and an action. An Automated Process consists of a sequence of one or more events.: Open the Schedule an Event dialog.

■ Edit: Open a dialog box appropriate for editing the specified scheduled activity.

■ Complete: Open a dialog box appropriate for completing the specified scheduled activity.

■ Delete: Delete the activity that is currently selected in the Pending list.

Use the Case Manager Notes tab to create and edit notes pertaining to an individual service case.

To create a new note from the Notes tabText notes associated with each Contact Record., select Add Note.

■ A text field with a text formatting toolbar appears.

■ Type your text, apply formatting options, and select the yellow Save icon at the far left of the toolbar to create a new note.

Use the Case Manager Team tab to add users to a team for the specified case.

■ To add team members, select Add from the Team tab window.

○ Select a User from the drop-down menu, and assign a Role for that user.

○ Repeat these steps to add more team members.

■ To edit roles for each team member, select Edit from the Team tab window, edit the Role field, and select OK.

■ To delete team members, highlight a user, select Delete, then select Yes in the dialog that appears.

Use the Case Manager Tasks tab to create and assign tasks to users for the specified case.

To Create a New task

Select Add from the Tasks tab window.

The New Task dialog appears which contains the following options.

Task

○ Type a name and description for the task in the text boxes provided.

Assign To

○ Assign the task to a particular user.

Time

○ Choose a Start Date and End Date using the calendar drop-down menus.

○ If desired, set an Alarm by selecting the checkbox labeled Alarm, and set the time and date in the provided drop-down menus.

Options

○ Select a Color code for the task.

○ Type or use the scroll up/down buttons to note the % (Percentage) Complete of the task.

To Edit an Existing Task

Select Edit from the Tasks tab.

■ The Edit Task dialog appears, which is identical to the New Task dialog.

■ Make desired changes to the task and select OK.

To Complete an Existing Task

Select Complete from the Tasks tab.

■ The Complete Task dialog appears.

■ To schedule a follow-up activity, select the checkbox labeled Schedule a follow-up, choose an activity from the drop-down menu, and select OK.

■ If you chose to schedule a follow-up activity, the appropriate dialog box will appear.

Use the Case Manager Attachments Tab to attach documentation supporting a problem or solution for the specified case

To Attach a Document or Link to the Case from the Attachments Tab

1.

Select Add from the Attachments Tab window.

The Add AttachmentAny file (such as a Word document) created outside GoldMine and attached as a linked document, or an InfoCenter or email attachment dialog appears.

2.

Depending on the nature of the document you will attach or link to, select either Problem or Solution from the Relates To drop-down menu.

3.

Select either Document or Link from the Type drop-down menu.

4.

Type the title of the document or link in the Title field.

5.

Type a web or intranet link into the Location field, or select Browse to navigate to a document on a local or network location.

6.

To view an attached document from the Attachments Tab, select View.

The document will open within its native application.

7.

To delete an attached document from the Attachments Tab, select Delete, then select Yes from the dialog that appears.

When an Activity or Task has been completed, it is moved from the Pending or Task tab to the History tab. Double-click an activity or task in the History tab to view additional details about the history of that item.

The Contacts tab lists all Contacts linked to the current Case.

To Add a Contact to the Case

Right-click in the Contact list section and select New Contact. Then, click the Search button to the right of the Company field and select to Look up contact (opens the Contact Search Center) or Create a new contact (opens the New Record dialog box) from the menu.

To Edit a Contact

Select the Contact from the list, then right-click and select Delete from the menu.

IMPORTANT: There is no Undo or warning prior to selecting the Delete command.