To cancel a CRM communication

The procedure to cancel a CRM communication is as follows:

1. Using the Advanced search spy-glass (), select CRM Communication as the Search for and Search by category, and enter the Communication ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Communication Details window is displayed.
3. Click on Cancel Communication 2. The Cancel Communication window is displayed.
4. Using the Cancellation Reason drop-down field, select a parameter value to qualify the circumstances surrounding the cancellation of the CRM communication.
5. Use the Notes field to add contextual information in support of the action being taken.
6. Click on Save. The CRM communication status is set to 'Cancelled', and the date and time of cancellation is reflected in the End Date field.

Note

1 Additional search criteria may need to be employed (e.g. start date range, communication method, company) to ensure that the correct CRM communication is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 Only CRM communications with no associated cases can be cancelled.

See related topics...

CRM communication management overview

To complete a CRM communication

Using the search facility