To create a new CRM communication via a contact record

The procedure to create a new CRM communication via a contact record is as follows:

1. Using the global search facility, type in the first few characters of the contact  1.
2. Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon ().
3. Click on Contact Details. The Contact Details window is displayed for the current contact.
4. Click on New Communication. The New Communication window is displayed.
5. Using the Company drop-down field, select the company to which the new customer interaction relates 2.
6. Using the Method drop-down field, select an alternative communication method, as required, appropriate to the customer interaction e.g. Letter, Email, Telephone, Home Visit, etc. 3.
7. Enter the Location of the customer interaction into the field provided 4.
8. Click on Save and Open.
9. Enter the Details of the customer interaction into the field provided.
10. Click on New Case to initiate a fresh CRM case in response to the customer interaction. This requisite step mirrors that covered separately in the topic To create a new case for a CRM communication.
11. Alternatively, click on Complete Communication to record the subject and root cause analysis for a Communication Subject Only or Advice Only customer interaction. This requisite step is covered separately in the topic To complete a CRM communication.
12. Click on Close.

Note

1 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached.

2 Only those companies linked to the contact will be available for selection.

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; hence it is only necessary to select an alternative if a different communication is being handled, or a default has not been specified for the active user.

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 create a new CRM communication method

To create a new case for a CRM communication

To complete a CRM communication

Using the search facility