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. Create follow-up records to handle subsequent interactions with the customer regarding the same case. When the customer needs information, you may notify them of the follow-up.
The following describes the use of the default follow-up attribute fields and lists. Depending on how your contact center administrator has configured your Local CRM, the follow-up creation tool may display non-default follow-up attributes.
creates follow-up records automatically when you respond to an email interaction. Replying to a case also creates a new follow-up record.
To create a follow-up record:
Note: Case Status must be open before you can assign the case.
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 the CC and BCC addresses from the available list of recipients, or manually.
Note: If HTML support is enabled, you can create content in the Description field using the CRM rich text editor. For details on using the CRM rich text editor, see Understand Your Rich Text Editor.
Known Issue: Copying (Ctrl-C) and pasting (Ctrl-V) images is currently not supported on Internet Explorer 11. You can drag and drop the images.
Note: You must set the right values for the Default From and Default Signature fields in your profile to automatically populate the From and Signature fields in the Notification tab.
Perform one of the following tasks:
Note: Based on the configuration of your contact center, the To and From email addresses may populate automatically, eliminating the need to manually enter the information.If your contact center configuration does not allow automatic populating, clicking Send takes you to the Notification tab.
A list of follow-ups related to each case appears under the case record. You can see the follow-ups listed in the Table View when you open each case record. By default, the most recent follow-up appears at the top of the list. To check the follow-up details, change the Table View to the Unitary View, or click Switch to unitary view.
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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