Hello,

We want to use the Customer field on the Case to link to the Account and
then the Responsible Contact field to link to a particular Contact. In
addition, we have both a phone and email field on the case that we would like
mapped to the Responsible Contact. However, it does not appear that I can
make mappings on the Responsible Contact. Is it just me?

I did make the mappings for the Contact Case link, but that does not appear
to have any affect, even if I select a Contact in the Customer field rather
than an Account. So for what is the Contact Case relationship being used?

Thx.

The Responsible Contact field doesn't have much intellience out of box. It
is just another field to manually track contact data to a case.

For the mapping of the phone and email to the case:
1. modify the proper relationship mapping: either Account - Case or Contact
- Case;

2. for Contact - Case, you will need to goto the Contact record, and from
there create a Case under that contact. Then the Phone/Email will be brought
over


Frank Lee, Microsoft CRM MVP
Workopia, Inc.
http://microsoft-crm.spaces.live.com


The Contact-Case and Account-Case Relationship

"eMadCanadian" wrote:

Thanks Frank. Guess I cannot have both the Contact and Account mapping fields
since the field mapping is based on the record from which the Case is
created. Guess it's time for some coding :-)

Thanks again for the feedback.

"Frank Lee" wrote: