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Online case form - attach to existing customer?

edited Nov 22, 2019 6:16PM in CRM 3 comments

We have an on-line web form, which creates a case for the customer. Its typically creating a new customer every time a new case comes in. Many times we are merging the new customer with an existing one that it didn't find/attach to.

Is it possible to have all new cases attach to an existing customer?  So if I set up a bogus/place holder customer, I want all inbound cases to go to that placeholder customer record. Then I will have someone go thru as they come in and reassign them to the correct customer, eliminating the need to do the customer merges.

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