To complete a CRM communication

Once all pertinent details of a 'communication only' or 'advice only' customer interaction have been captured within a CRM communication, the record can be marked as complete and linked to one or more related subjects; notes can also be inserted as part of the formal completion process to aid in root cause analysis.

The procedure to complete 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 Complete Communication. The Complete Communication window is displayed.
4. Using the Communication Subject drop-down field, multi-select all subjects for which this communication is relevant, or choose the All option, as required 2 1.
5. Use the Notes field to add contextual information in support of the formal completion of the communication.
6. Using the Late completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the SLA target completion date having been exceeded for the CRM communication; the corresponding Late completion notes field can be used to capture contextual data in support of the SLA breach 3.
7. Click on Save. The current status of the CRM communication is set to Complete and the End Date is stamped with the current system date and time.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as required; the All tick box will be automatically removed once an item is de-selected.

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 subjects defined with the Communication Subject, Communication Subject Only or Advice Only attributes are available for selection.

3 These fields are activated only in the instance where the SLA target completion date for the CRM communication has expired, as dictated by the associated communication method.

See related topics...

CRM communication management overview

To start a new CRM communication

To create a new CRM communication via a contact record

To create a new CRM communication for an open case

Using the search facility