Matching a Case Request to a Client and Contact

Client matching connects the incoming request with the correct account in CaseWyze before a case is created.

Understand the two records

The request contains what the submitter typed. Your client account is the established business record used for the case and billing. A similarly spelled company name is not enough to assume they are the same organization. Verify location and other details when names are similar.

Match an existing client

Open the request's Overview and find client matching.
Search the Client field and select the account that should be billed.
Select the optional Primary Contact from that client's contacts, or No contact when appropriate.
Choose Match Client to save the association.
Review the saved match before accepting the request.

If the account or contact does not exist

Authorized users can use the available plus controls to create an account from request information or a contact from the requestor's information. Search existing records first to avoid duplicates. Contact creation requires selecting the client first.

Correct the match before acceptance

The matching panel allows the association to be changed before acceptance. Matching alone does not create the case. A matched client account is required for Accept & Create Case; the optional contact is a separate choice.