Case Overview

Case Overview

At the top of a case screen, you will see a navigation menu for different sections of the Case- Overview, Biography, Services, Contacts, Obituary, Purchases, Account, and Files. Preneed cases will have an additional Funding tab.

Your Frequently Used Forms will display on the right side of the page. To change which forms display here, see the Forms Maintenance help article.

Case Details

The top section of your case overview screen will display the Case Type, Case Date, Trade Customer, Due Date/Time, QR Code, and reception information for the client. Body tracking will display on this screen if you have it set up for that particular client. To set up body tracking for a client, you will need to assign a QR code to the case.

Click the "Assign QR Code" button, which will take you to the following screen, where you can scan or manually enter a QR code to assign and set whether you would like to enable body tracking for that client and/or receive the body now.

 

Case Types and Changing Them

All cases in Halcyon are assigned one of several case types. Depending on the configuration of your system, they could include: Inquiry, Quote, Preneed, At Need, Trade, or Trade Service (for pet systems, the case types are At Need - Pet and Trade Cremation - Pet). Case types can be changed, for example to change an at-need case to a trade service or vice versa, or to have a preneed case mature into an at-need case.

IMPORTANT: Case types typically only change in one direction, "maturing" from Inquiry to Quote, from Quote to Preneed, from Preneed to At Need. Halcyon will copy the Preneed to a new At Need case and lock the original Preneed so that changes cannot be made to it.

Once entered as an At-Need, a case CANNOT be changed back into a Preneed. Cases that are entered with an incorrect case type that can't be changed back (for example, a Preneed that should have been entered as a Quote) must be inactivated and the case information re-entered correctly. This is why it is very important to be sure to select the correct case type when editing a case.

 

Notes

The notes section allows you to maintain a running journal of notes related to the case.

When you add a note you will enter a Note Type.  You can add and maintain your note types via Setup.  The Note Type simply allows you to classify your note entries.  

In addition to saving the note, you may also optionally send it via email and/or text to staff members.  If you wish to use this feature you must define the staff members messaging preferences via Admin > Staff Maintenance and Security > Staff Information.  The "Send As Messages To: (optional) will only show staff members who have had their messaging preferences defined.  

Please note that additional charges may apply for text messaging depending on the mobile phone plan.  Also, the successful sending of messages does not guarantee delivery since spam blockers and other security features on the staff member's device may prevent delivery.  Its always best to send an initial test message to ensure receipt.

Each note will have a Show/Hide History link.  Clicking the link will show all prior modifications made that that note.  It will show the date and time the note was add or modified.  If the note was sent to a staff member or members, those name(s) will be enclosed in parenthesis followed by one or more icons to indicate the method the message was sent.  The speech bubble indicates the message was send by text message and the envelope icon indicates the message was emailed. Users can respond directly to email messages and these will also appear in this section. Users cannot respond directly to text messages.

You can also add a note from any screen for any client by clicking the Add Note button on the footer of any page.  This feature functions the same as adding the note on the case Overview screen except that you must select the client.  This is a great way to quickly add a note and optionally notify other staff members without the need to interrupt your current effort.

Additional features, such as messaging for client contacts and trade partners, and auto-filling message templates, are available as a Premium Messaging feature.

Show Deleted Notes

If a previously entered note has been deleted you will see a link titled "Show Deleted Notes" at the bottom of the Notes area.  Clicking this button will show all notes that have been deleted as well as who deleted the note and when.

 

Cremation Details

Cremation details are displayed in this section of the Case Overview. Some of these details are set by the system in tracking when the body is moved. This section can no longer be edited from the Overview screen, these fields can be edited from the Services page, or Arrangements page for pet customers.

 

Tasks

Click "Add a Task" to create a new task for the client. You are able to optionally select a due date, give the task one of your pre-defined labels and/or assign an employee to the task. If there are any overdue tasks for a client they will be shown in red text, you will get a notification box like the one shown below whenever their Case overview tab is opened.

You may disable or enable overdue tasks alerts for a client by clicking the toggle for Overdue Task Alerts.

Click the edit icon or delete icon next to a task to work with an individual task. 

Click the green check icon to save your changes or the red "back arrow" cancel icon to abandon your changes.

If you would like to work with multiple tasks at one time you may use the buttons at the top of the task table. If you have more than 50 tasks for a case (which is the default number to show) you may which to change the number of tasks showing before you click one of the buttons that will allow you to work with multiple tasks.

Edit All: When you click this button you will be given the opportunity to edit all tasks.  When ready, click the red "Save All Edits" button or the white "Cancel Edits" Button.

Delete Multiple: When you click this button you will be given the opportunity to remove multiple tasks.  Check the checkbox next to each task you wish to delete.  A strikethrough will be added to the task. When ready, click the red "Delete Selected" button or the white "Cancel Deletions" Button.

Complete Multiple: When you click this button you will be shown the tasks that have not been completed.  Check the checkbox next to the task you wish to complete. When ready, click the red "Complete Selected" button or the white "Cancel Completions" Button.

Print All Tasks: Clicking this button will create a PDF of all of the current task table.

Changing Case Types

Inquiry or Quote case types may become real Preneed or At Need cases- in this case you will need to change the case type by selecting the "Change Case Type" button.