How to Navigate a Lead/Case Record Follow

Lead Records

All records in the CRM are initially created as Lead records. You will be able to keep track of everything that happens and has happened with the lead from the time their record is created in the system. We recommend exploring the different tabs in the navigation menu, which will be discussed in detail below.

 

Overview

When you first enter a Lead record, you will be in the Overview tab. This tab contains a few sections that highlight the primary details related to the record. 

Action Menu – The Action Menu is located in the upper-right corner of the lead record. This menu gives you options to take the following actions:

• Edit Primary Contact - This option opens the “Edit Contact” pop-up window on a lead record where you can update the lead's primary contact.
• Change Primary Contact - This option allows you to change the primary contact of a lead.
• Add Related Contact - When clicked, this option will take you to the Related Contacts tab and open the "Search Contacts" pop-up window where you can add a contact to associate with the lead.
• Add Calendar Event - When clicked, this option will take you to the Events tab of the lead and open up the "Add Calendar Event" pop-up window where you can create a new calendar event.
• Refer a Case - When selected, this will take you to the Finance tab and you will be able to send the lead’s information to a referral firm your team works with.
• Make a Case - Use this option to turn a Lead record into a Case record. It's important to note that this action cannot be reverted. This option is only available to firms that are using Law Ruler's case management feature.
• Add Expense - When clicked, this option will open the “New Expense” screen which will allow you to add expenses to the lead record.
• Apply Milestone Changes - This option allows you to apply the latest milestones for the case type that the lead record is under. If this option is grayed out, the latest milestone changes are already applied.
• Transfer Record - Use this option to transfer the lead record to a new Assignee and/or Owner.
• Create Copy - Use this option to create a new lead record that is a copy of the current record.
• Export Case - Use this option to download a folder to your computer that contains the lead record’s intake form (in both Word and PDF format) and also XML and CSV files with the record’s main default information. Any documents in the record will also be downloaded.
• Delete Record - Use this option to delete the lead record and archive it.

Description – The description field gives you a quick at-a-glance view of a lead’s situation. Some firms also use this field to store useful notes for the lead.

Located below the Description field you might see the Milestones progress bar. Milestones are a powerful feature that can be configured per case type to create a series of tasks automatically using open-ended logic. Learn more about Milestones by checking out this article.

Details – In this section, you will find details regarding the lead’s case type, the marketing source associated with the record, the current status, estimated case value, customer rating, office location, tags, and more.

Staff – In this section, you can select the lead's Assignee, Owner, and Attorney.

Contact Information – This section provides a basic view of the lead’s contact information (name, primary phone number, primary email, address, language, local time, contact preference, and when to contact).

If you ever need to edit the contact information, click the pencil icon that appears to the right of the Contact Information tab label. 

Upcoming Events  – This section provides a brief look into any upcoming calendar events on the lead record.

 

Related Contacts

This tab is where you can add various Contacts that are associated with the lead. Additionally, if the Primary Contact of the record has been associated with another record in the portal, you will see the relationship under this tab. For example, if the Primary Contact of the record has been added as a Contact on another record, a potential issue will be flagged.

 

Form

Under this tab is where you will find the intake form that was configured for the case type that the record is in.

 

Key Dates

Under this tab, you will find all default Key Dates that have been configured for the specific case type your record is in. This tab will allow the firm to keep track of any important dates related to the record, as well as trigger automated Milestone tasks related to those key dates (if applicable).

 

Notes

This tab is where you can add notes and voice memos to the lead record. Any notes that need to be prioritized can be pinned so that they always appear at the top of the notes list.

 

Events

This tab is where you can add and track calendar events related to the lead record. 

 

Tasks

This tab is where you can create and manage all tasks related to the lead record.

 

Documents

Documents

This tab is where you can access any existing documents as well as upload new files to the lead record. 

E-Sign

Under the E-Sign section of the Documents tab, you can select any of the available e-sign templates to send for signing.

 

Communications

Emails

Under the Emails section of the Communications tab, you can view all CRM emails that are related to the lead record and you can also compose new emails.

Texts

Under the Texts section of the Communications tab, you will be able to see all text messages that have been sent to the lead as well as the text messages received from the lead. You can also use this tab to manually compose texts.

💡 If you ever have a hard time finding a text message, be sure to check the filters and the date range that are applied at the top of the tab. By default, automated messages will not be shown.

 

Finance

You can use the Expenses tab to keep track of any expenses the firm incurs that are related to the Lead/Case record. You may also track any special damages or client debt incurred by your lead/client for settlement purposes in this section.

 

Records

If your firm uses the National Records Retrieval (NRR) service, you will be able to take advantage of our direct integration that can be used to request and receive medical records inside of the Legal CRM portal. If you do not use NRR, you can still use this section to track all record requests.

 

Activity Log

The Activity Log tab can be used to view all of the activity that has occurred in the record. You can use the Audit Log to find and keep track of any changes that occur in the record. You can use the arrows in the bottom-right corner to look through the pages of logs.

 

Case Records

Once a Lead record is made into a Case record, some additional tabs will appear in the finance tab that are specific to case management.


 

Case Intake Form

The Intake Form tab will become the Case Intake  Form tab after a lead record is converted to a case.

 

Time Entries

Under this tab, you can keep track of hourly billing entries. You will have the option to use the built-in timer or to manually enter in the duration of time for any time entries.

 

Invoices

Under this tab you will be able to generate invoices for any expenses that exist on your record to send to the client (the Primary Contact of the record).

Settlements

Under this tab, you will be able to add and keep track of settlements for the case.

Bank Transactions

Under this tab you will be able to add and keep track of any bank transactions related to the Case.  transactions. Please note this tab requires special permission to access. To learn more, please click here.

 

Support/Assistance

If you need further assistance, then please contact Legal CRM Support to assist you further.

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