Creating a case in The Layer is simple and can be done in just a few steps! Cases help track and resolve customer issues effectively. Let’s walk you through it.
How to Create a Case:
Start Your Case:
Use the "New" button or the "Create Case" button from the Service Module
💡 Prefer to start from a customer record?
You can also create a case directly from the Customer Record — either via the “Cases” tab or the “Service” dropdown within that record. This is especially helpful when you're already viewing the customer’s details.
New Customer Case
Case Header:
Case Type:
Standard Cases:
Perfect for service-related issues like billing inquiries or troubleshooting.
These keep things simple, with no direct link to sales orders.
Jobs:
Best for cases involving sales orders, such as engineering services or product customizations.
Jobs include a dedicated Sales Orders Tab for creating or linking sales orders.
Not sure whether to create a Standard Case or Job? Find out here.
Assign the Customer: Use the search bar to select the customer for the case.
Affected Assets:
Add the affected asset item if you are aware of it while creating a case.
Core Details: Describe Your Case:
Add a subject (short title for the case) and a description (detailed explanation).
Add any documents that need to be attached to the case via the “Select files” button
Pro Tips:
⚡Only include customer-visible information in the description. Anything private can go in the notes section after the case is created.
⚡ Keep your subject concise yet descriptive, as this will be visible in stacks
⚡ Ensure your description gives enough detail for resolution.
Case Details:
Attach Sales Opportunities (if needed): Link to an existing opportunity or create a new one. Learn more about creating opportunities here.
Select the appropriate Case Category from the pre-existing list and a Subcategory. If your team has already set up a Priority and Request Type, the subcategory may automatically populate it.
Location and Contact:
Creating a Case for a New Contact? Click the "+" button next to " Primary Contact" to add a new one. or select from the existing list
Associate a Site
Additional Contacts: Click “+” to add more stakeholders (ideal for keeping others in the loop)
👥 Add Multiple Case Contacts (Optional)
If more than one person at the customer’s side should stay informed, you can add Multiple Case Contacts. This ensures all stakeholders receive key updates throughout the case lifecycle.
👉 Learn how to add multiple case contacts
Assignment and Ownership:
Team & Owner: This information will auto-populate if already set up. However, ensure the details are correct.
Finish and Save:
Click "Create Case", and you will be directed to your new case.
Once you’ve reviewed all fields and you're ready, click “Create Case”. You’ll be taken directly to the case record to start tracking progress or adding updates.
👀 Want to Keep Others In the Loop for a Case?
After your case is created, you can assign internal team members and external contacts as Watchers — they’ll receive automatic updates without being the primary contact.
Need help with fields, categories, or settings? Reach out to your Layer Administrator or contact our sSupport team. We’re here to help you make the most of The Layer! 🌐