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Quick Start Guide

Get up and running with Captured Knowledge in 10 minutes - handle your first case from email to resolution

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Written by Nick Laffey

Time required: Approximately 10 minutes

Prerequisites:

  • Access to Captured Knowledge

  • ERP system credentials

  • Knowledge of your support email address

Expected results: After completing this guide, you will have handled your first case from Unread to In Progress, sent a tenant acknowledgement, and created an ERP ticket.

Your inbox has 15 new tenant emails since this morning. You know you need to respond quickly, document everything in the ERP system, and coordinate any repairs. That's at least 5 different screens per email. At this rate, you'll be done by lunch - tomorrow.

This guide shows you a faster way. In 10 minutes, you'll learn to handle tenant issues from email to resolution using Captured Knowledge, where everything happens in one place.

Before You Start

Make sure you have:

  • ✅ Login credentials for Captured Knowledge

  • ✅ Access to your team's workspace

  • ✅ Your property management (ERP) system credentials

  • ✅ Understanding of your team's email address that receives tenant requests

Your First Case: 5 Steps

Step 1: Find New Cases (1 minute) - What to do:

  1. Log into Captured Knowledge

  2. Click "Cases" in the main navigation

  3. Look for cases with Unread status

  4. Click on a case to open it

What you'll see:

  • Case title (usually from email subject)

  • Property and tenant information

  • The original email or event that created the case

  • AI-suggested workflow on the right

Tip: New cases appear automatically as emails arrive. The system checks your support email every 30 seconds.

Step 2: Review the Workflow (2 minutes) - What to do:

First, check for items to link:

  • Look for a pulsing alert at the top of the case

  • Alert says: "Email Available to Link" (or similar)

  • Click "Review Items" to review and link the email

  • This ensures the email is officially part of the case record

Then review the workflow:

  1. Read the original email/event

  2. Check the property and tenant details

  3. Review the Workflow panel

  4. Verify the AI's recommendations make sense

Common workflow items:

  • Link Email - Connect the email to this case (click to accept)

  • Send Email - Acknowledgment to tenant (review before sending)

  • Create ERP Ticket - Document in your system (review details)

  • Create Work Order - Schedule repair (review service provider)

Important: You control everything - review and edit before executing any action.

Step 3: Acknowledge the Tenant (2 minutes) - What to do:

  1. Find the "Send Email" action in suggested workflow

  2. Review the AI-drafted message

  3. Edit if needed (add personal touch, adjust timeline)

  4. Check the recipient is correct

  5. Click "Send Email"

  6. Change case status from Unread to In Progress

Example acknowledgment:

Hi [Tenant Name],

Thank you for reporting the [issue]. We've received your request and are working on scheduling a [service type] to resolve this.

We'll update you shortly with the appointment time.

Best regards, [Your Team]

Why this matters: Quick acknowledgment shows tenants their issue is being handled.

Step 4: Create the ERP Ticket (3 minutes) - What to do:

  1. Click "Create ERP Ticket" action

  2. Review the pre-filled form:

  • Title - Auto-generated, edit if needed

  • Description - AI summary of the issue

  • Building/Property - Should already be selected

  • Reporter - The tenant who reported it

  • Priority - Adjust based on urgency

  1. Click "Import buildings from case" if properties aren't selected

  2. Select appropriate ticket template if your ERP uses them

  3. Click "Create ticket"

What happens:

  • Ticket is created in your ERP system

  • It's automatically linked to this case

  • You'll see the ticket number (e.g., "TKT-5678")

  • You can click "Open in ERP" to view it in your property management system

Tip: The ERP ticket is required before creating work orders.

Step 5: Create Work Order & Update Tenant (2 minutes) - What to do:

  1. Click "Create Work Order" action

  2. Fill in the form:

  • Trade - Select appropriate type (plumbing, electrical, etc.)

  • Service Provider - Choose from smart groups:

    • Previously Used - Providers who've worked in this building

    • New to Building - All other providers

  • Description - AI-generated, edit if needed

  • Booking text - Instructions for service provider

  • Cost estimate - Rough estimate

  1. Click "Create work order"

  2. Find the "Send Email" action for appointment confirmation

  3. Add appointment details (date/time)

  4. Send to tenant

When repair is complete:

  1. Mark work order as complete (syncs from ERP automatically)

  2. Send final confirmation email

  3. Change case status to Resolved

Quick Reference: Case Statuses

Use these to track progress:

Status

When to Use

What It Means

Unread

Automatic

New case, not yet reviewed

Open

After first review

Acknowledged, ready to work

In Progress

When working

Actively resolving

Pending

When waiting

Waiting for info/approval

Resolved

When complete

Issue fixed, tenant satisfied

Tip: Change status as you work to keep your team informed.

Common Tasks: Quick How-Tos

Link an Email Incorrectly Matched:

  1. Find "Import Email" action

  2. Click "Link to another case"

  3. Search for correct case

  4. Confirm the move

Create a New Case from a Mis-Linked Email:

  1. Find "Import Email" action

  2. Click "Create new case"

  3. Add processing instructions (optional, e.g., "This is about Apt 5C, not 5B")

  4. Tick "Remove Link" for the cases the email should leave

  5. Confirm with "Create new case"

Result: A new case is created for the email. This may take a few minutes.

Add Building When Creating Ticket:

  1. In the ticket/work order form

  2. Find "Buildings" section

  3. Click "Import buildings from case"

  4. Or manually "Select Building" and search

Find a Case Quickly:

  1. Use the search bar at top

  2. Search by:

  • Case number: "#1234"

  • Property: "Apartment 4B"

  • Tenant: "Sarah Martinez"

  • Keyword: "faucet leak"

Your Daily Workflow

Morning (15-30 minutes):

  1. Check Unread cases - Review new overnight issues

  2. Send acknowledgments - Let tenants know you're on it

  3. Create ERP tickets - Document everything officially

  4. Plan priorities - Identify urgent vs routine

During the Day:

  1. Work In Progress cases - Execute workflow actions

  2. Create work orders - Schedule service providers

  3. Update tenants - Keep them informed

  4. Log phone calls - Document conversations

  5. Monitor Pending - Follow up on blockers

Before Closing:

  1. Mark Resolved - Complete finished cases

  2. Send confirmations - Final tenant updates

  3. Review Pending - Set follow-up reminders

  4. Check tomorrow's appointments - Prepare for next day

Recommendations

Let AI Do Heavy Lifting:

  • ✅ Review AI-drafted emails before editing (often perfect)

  • ✅ Use "Import from case" to auto-populate forms

  • ✅ Trust AI matching, but verify property/tenant info

Stay Organized:

  • ✅ Update case status as you work (keeps team informed)

  • ✅ Link all communications to cases (complete audit trail)

  • ✅ Add notes for context AI can't capture

Communicate Well:

  • ✅ Acknowledge issues quickly (within 1 hour if possible)

  • ✅ Set clear expectations (appointment times, next steps)

  • ✅ Confirm completion (verify tenant satisfaction)

Work Efficiently:

  • ✅ Use smart grouping to pick service providers

  • ✅ Batch similar cases (all plumbing, then all electrical)

  • ✅ Review workflows before manual work (AI may suggest better approach)

When Things Go Wrong

Email Linked to Wrong Case - Click "Link to another case" or "Create new case"

Can't Create ERP Ticket - "Building Required" - Click "Import buildings from case" in the form

Action Failed - Read error message, fix the issue (usually missing field), retry

Can't Find Something - Try different search terms, check filters, browse by date

See the Troubleshooting Guide for detailed solutions.

Next Steps

Now that you know the basics:

  1. Practice - Handle 3-5 cases to get comfortable

  2. Master linking - Read Linking Communications to Cases to understand the complete workflow

  3. Explore - Check out the activity log, analytics, file attachments

  4. Read the full example - See the Case Lifecycle Example for a detailed walkthrough

  5. Ask questions - Your team admin or support can help

You're ready to start working independently with cases. Most users are productive within their first hour. The AI handles the routine work, you make the important decisions.

Getting Help

  • In-app help - Look for ? icons throughout the interface

  • Troubleshooting Guide - Solutions for common issues

  • Team admin - Ask your administrator for team-specific guidance

  • Support - Email [email protected]

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