Hi,
My question is whether we can attach leads which we have in the system to cases if we were to start using those?
Context:
I believe we need to start using queues and cases to manage our customer enquiries. However, we already have in place a system for one team whereby they deal with enquiries which have come in and created 'leads' and then close them when the query is resolved. The only way they know they need to deal with these enquiries is through an advanced find which we have built and shared with them. It has worked well for one team but has its limitations.
We are going to have multiple teams which need to deal with enquiries now and so need a better more scalable system.
A lot of our data comes in via a web form and which creates a lead. We use the enquiry data attached to the lead to target our marketing, ie, everyone who has an enquiry about 2016 gets an email that year.
So my question is if we started using cases and queues as I believe we should can we attached our existing data to them so that we continue to have this information? ie, can a case link to a lead or contact record?
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