To create a new CRM communication for an open case

The procedure to create a new CRM communication for an open case is as follows:

1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case 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 Case Details window is displayed.
3. Click on New Communication. The New Communication window is displayed, revealing the name of the primary contact for the open case.
4. To link the new communication to the primary contact, proceed to step 7.
5. Alternatively, using the dynamic search facility, type in the first few characters of a different contact or contact group to which the latest customer interaction and therefore the new communication relates 2.
6. Highlight the row containing the exact record match or click on New Contact to create a completely new contact record, not previously held. This requisite step is covered separately in the topic To create a new contact via a CRM communication; once created, the new contact will be displayed in the Search Results summary table ready for selection. Alternatively, where the contact does not wish to be identified, activate the Anonymous tick box provided.
7. Using the Method drop-down field, select the desired communication method appropriate to the latest customer interaction e.g. Letter, Email, Telephone, Home Visit, etc. 3.
8. Enter the Location of the customer interaction into the field provided 4.
9. Click on Save and Open.
10. Enter the Details of the customer interaction into the field provided.
11. Click on New Case to initiate a fresh CRM case in response to the latest customer interaction. This requisite step mirrors that covered separately in the topic To create a new case for a CRM communication.
12. Alternatively, click on Complete Communication to record the subject and root cause analysis for a Communication Subject Only or Advice Only customer interaction, linked to the open CRM case. This requisite step is covered separately in the topic To complete a CRM communication.
13. Click on Close.

Note

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

2 The dynamic search field will automatically return all possible matches for both contacts and contact groups in the Search Results summary table.

3 When the New Communication window is first launched, the Method drop-down field automatically reveals the default communication linked to the end user profile.

4 This field is only activated in the instance where a location is pertinent to the selected CRM communication method and has been specified within the associated definition.

See related topics...

CRM communication management overview

To start a new CRM communication

To complete a CRM communication

To create a new case for a CRM communication

To create a new CRM communication via a contact record

To create a new CRM communication method

To create a new contact via a CRM communication

Using the search facility