Our company has not ever used Case Entry in the past for various reasons and IT was asked by some management level people to go over it, which we did. When we finished they had asked a number of questions and one of them being:
“What do other Epicor users use? Is Case Entry the best option or is Salesforce or another program a better option?”
What are other users experiences with Case Entry or what other options are viable and work?
Case Entry is used quite a bit for capturing customer feedback regarding quality issues, whether they are order related (i.e. wrong price) shipping related such as freight damage, wrong product ordered, and basic learnings from which a company can put together data to help reduce or eliminate sources of complaints in the future by publishing results within Case. If you go to the Actions menu you will see where a Case can be linked to RMA’s, Quotes, Sales Orders, Jobs, Field Service calls (if licensed) or a Case can simply be logged and closed with no further actions taken. Overall a good module for capturing cost of quality related issues
Hi Mark,
I’m trying to figure out (if) there’s a way Case Entry can be used with multiple quotes to different customers for a “project” they are all bidding on. I don’t want to create separate cases for each customer and then have to enter them as a child of the “main” case.
Can a case be an “end user/ development project” (rather than an individual customer) and simply have all quotes pertaining to said project attached?
Make sense?
@TGHA Welcome. QuoteHed has HDCaseNum, so you can link as many quotes as you want.
We use it as a generic task workflow for a lot of things.
OK, newbie that I am (and not a programmer of Epicor), is simply the “Case Number” field in the Opportunity/Quote Entry / Header / Detail section? If it is, can I create a (case) based on the end user/project name or does the case need to be issued specifically to a customer account?
e.g. 5 - 6 contractors are bidding on “Project ABC”. Currently I create separate quotes for each contractor but, (if I choose to use Case), it seems all I’m able to do is create a case for the first contractor I quote.
After that, do all other contractors I prepare quotes for need to have their own “case” created and then added as a Child (quote) for the original case??
You can have one case and link any number of things to it. Quotes, Orders, Jobs, Field Service Calls, RMAs, Maintenance Requests.
Anything with the case number entered in it will show. I did not realize this until I had been using Epicor for ten years and found that HDCaseNum was on JobHead and all we needed to do we add the field to the screen.
