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Creating Follow-up Records

When you process an interaction with an existing customer, you create or edit a case record of the interaction either during or after the interaction. You can create, edit and save a case record, which the CRM pulls out during your next interaction with the same customer enabling you to process the case efficiently. You create follow-up records to handle subsequent interactions with the customer regarding the same case. You may notify customers of the follow-up information.

The procedure in this section describes the use of the default follow-up attribute fields and lists. Depending on how your contact center administrator has configured your Internal CRM, the follow-up creation tool may display non-default follow-up attributes.

Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. creates follow-up records automatically when you respond to email interactions. Replying to a case also creates a new follow-up record.

To create a follow-up record:

  1. Click the Cases tab and open a case.

    The case record opens.

  2. Click Reply link or New Follow-up link.

    By default, the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. brings up the Create New Follow-up page.

    Figure 54: Agent Console, Create New Follow-up, Properties tab

    If your administrator enables HTML support for Local CRM, the CRM rich text editor shows. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 1.

    If you are processing an email interaction, you can also use the Control panel, Email tab, to create a follow-up record. For information about creating a follow-up record while processing an email interaction, see Processing Email Interactions, on page 1.

  3. In the Create New Follow-up page, update follow-up attributes and add comments.
  4. Optionally, select Reply or Reply All to notify the customer of the follow-up.

    1. Select the From address from the drop-down menu if it fails to populate automatically.

    2. Select the To address from the list of recipients if not populated automatically. Select Cc and Bcc recipients if needed.

      Note: Based on the configuration of your contact center, the To email addresses may populate automatically eliminating the need to manually enter the information. You still need to add Cc and Bcc addresses from the available list of recipients, or manually.

    3. In the Subject and Description text entry areas, type the subject and message regarding the case if you did not enter this information in the Properties tab.

      Note: If HTML support is enabled, you can create content in the Description field using CRM rich text editor. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 1.

    4. Select Signature for the email message.

      Note: You must set the right values for default from and default signature fields in your profile to automatically populate the From and Signature fields in the Notification tab.

  5. Optionally, insert FAQs or attach files to the follow-up record.

    You can insert FAQ using shortcuts or by browsing through the FAQ Knowledge base. Shortcuts link to the FAQs. For details, See "Inserting FAQ Responses into Emails "

Perform one of the following tasks:

Viewing a Follow-up Record

A list of follow-ups related to each case appears under the case record. You can see the follow-ups listed in a Table view when you open each case record. By default, the most recent follow-up appears on top of the list. To check the follow-up details, change the table view to the Unitary view or click the switch to unitary view link on the right.

Click on a follow-up link to view the details. To see the complete description click in the follow-up comment pane.

Note: You cannot edit a follow-up record.


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