How to Create a New Case

Standard procedure for opening a case record from an incoming request.

Case Intake

Steps

12 steps

Estimated time

8 minutes

Owner

Operations

Last updated

Aug 18, 2026

Step 1 of 128%

Step 01

Review incoming request

Open the request in the intake queue and read it end to end before taking any action. Confirm that the request contains the required information.

Quality check

Do not create the case until required information has been verified.

Common Mistakes

Creating the case record before confirming required information is complete.
Using a non-standard folder name, which breaks search and reporting.
Leaving the next action field blank when advancing a stage.
Writing a custom acknowledgment instead of using the approved template.

All steps

Quality Checklist

Required information verified
Folder created with standard naming
CRM record complete
Workflow and owner assigned
Due date applied
Acknowledgment sent and logged

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