Manage case assignment in a law firm
Edition: Enterprise | Industry: Law firm | Features: Customization, Views, Workflow Rules
Requirements
Capture all the cases in one place
Allow attorneys to view and choose the cases based on their area of expertise.
Automatically assign the unassigned cases to the partner, Tresa Sweely, after a few days.
Track case-related communication, case history, and documents and maintain a backup as per the compliance guidelines.
Solution
Capture case details
Leotta first sets up a web form that collects case-related information from website visitors and pushes it into the New Cases module in CRM. All the incoming cases are assigned to the partner, Tresa Sweely, by default and a tag 'New Case' is assigned to each record. Until the attorneys choose a case and convert it into a client, Tresa is the case owner.
Enable attorneys to choose cases
Leotta has created a custom view that lists all the records that have the 'New Case' tag. The attorneys simply click on the custom view to see the cases. Since Leotta has enabled read/write permission for the New Cases module for all attorneys, they can change the case owner from Tresa to assign it to themselves. They also convert that case into a Client, which moves the record to the Clients module.
Some cases are not chosen by any of the attorneys. To review and close these cases, Leotta has set up a workflow rule that is triggered 3 days after a case is added to the New Cases module and triggers the following actions:
The 'New Case' tag is removed
The Case Status field is updated to Not Chosen
The partner receives an email notification about the case
Workflow configuration:
|
Module |
New Cases |
|
Rule name |
Not Chosen Cases |
|
Description (optional) |
Alert the partner about cases that have not been chosen by an attorney |
|
When to execute |
On a date/time > 3 days after created time > Recur once |
|
Which records the rule should apply to? |
New cases matching certain condition |
| Criteria
|
Tag is 'New Case' |
|
Instant action |
Field update > Case Not Chosen |
|
|
Remove tag > New Case |
|
|
Email notification > Case not chose
|
Since CRM provides 360-degree customer information, the attorneys can find all notes, tasks, calls, emails, documents, and other information related to a specific record in the Record Details page. The attorneys use the native attachment field to add documents, screenshots, etc. This helps them track all the case-related activities. Leotta has enabled the auto backup feature, which backs up all CRM data right away.
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