❑ How do I credit a case?

➢ Navigate to the customer's record and select the Cases tab. Next, highlight the case you would like to credit by clicking on it. Then, from the left panel menu click on Options and select  Credit Case. The Credit Memo will automatically be created.

 

❑ How do I edit a case?

➢ To edit a a case you first need to locate the case you wish to edit. If you have the case number you may open the Case Finder and search for the case. Once you locate the case click on Edit Case from the left side menu and it will open the case allowing you to make any changes necessary. Another way to edit a case is to navigate to the customer's record and select the tab Cases. Once you have selected the case, click Edit Case to make any changes. Please note that you may only edit cases that in production.

 

❑ How do I relate a call to a case?

➢ When you create a new call there is a section on the form called 'Case & Patient Information'. Under this section you can select a case to relate to the call.

 

❑ Can I delete a case?

➢ You may delete a case only if the case is not invoiced. Please note that a case also may not be uninvoiced if it is from a different statement period.

 

❑ How do I print an invoice?

➢ Select the case from either the Case Finder or through the customer's Cases tab. With the case selected, click on Print from the left side panel and select invoice.

 

❑ How do I print a work order?

➢ Select the case from either the Case Finder or through the customer's Cases tab. With the case selected, click on Print from the left side panel and select work order.

 

❑ Where can I view case revisions?

➢ Select the case from either the Case Finder or through the customer's Cases tab. With the case highlighted in the grid, navigate to the bottom of the form and click on the second tab 'Audit Trail'. Any revisions or modifications made to the selected case will display here.

 

❑ How do I add general notes that will always automatically populate on a work order?

➢ Navigate to the customer's individual settings, and click on the section for 'Preferences'. Select the tab for general instructions and enter in any desired notes accordingly.

 

❑ I changed our address in the settings but when I printed out an invoice the address is still the same from before. Why is that and also how can I update it?

➢ Cases invoiced within that month will have the old address, regardless if the address is updated in the settings currently. To have this information updated, you must un-invoice the case and invoice it again.

 

❑ How do I create an alert that will pop up on an account every time a user goes to enter a case?

➢ To create this alert, navigate to the customer's record and select the sub tab Customer & Case Alerts. Click on 'New Alert' and select to alert the user 'On Case Entry/ Edit'.

 

❑ A product was added to a case that should not have been added - where do I go to see who and at what time this was done?

➢ To view information about any modifications pertaining to a case, select the case, and navigate to the sub tab Log.

 

❑ I accidentally deleted a case that was not supposed to be deleted, what do I do now?

➢ All records when deleted are permanently removed from the database. User cannot recover deleted records.

 

❑ I received an alert when I was entering a new case for a customer. Do I cancel the alert or choose to expire this alert?

➢ Upon receiving a case alert, you have the option to cancel or expire the alert. If you choose to cancel, the case alert will remain there and will alert you again when you enter a case. This alert will continuously pop up just as long as you choose cancel. If you select to Expire this Alert, the alert will expire and will no longer alert users the next time a case is entered for this customer.

 

❑ How can I add specific instructions for my customer that will always be added to a new case that is entered?

➢ You may set up these instructions by adding it into the General Instructions section of the Customer Settings. To do this, first navigate to the customer's record. Next, open the customer settings and select the Preferences tab. Once you have this tab opened, select the General Instructions tab. Here you may type in any kind of specific instructions that you would like to have populated by default each time a new case is entered.