To define the case attributes for a CRM subject

Parent Previous Next

The procedure to define the case attributes for a CRM subject is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Subject. The CRM Subject Configuration window is displayed.
  2. Expand a type heading from the alphabetical list and select an associated CRM subject, or enter its name into the Search CRM Subject field. By default the list is filtered to show Current subjects. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
  3. Click on Case Configuration 2. The Case Configuration tab is activated.
  4. Where the CRM subject definition relates to a specific module area, activate the Entity Required tick box and choose the relevant Entity Type using the corresponding drop-down field 3.
  5. Where a case linked to this subject can be created for an anonymous communication, activate the Anonymous Allowed tick box provided.
  6. Where the privacy of the case it at the discretion of the end user, activate the Private Allowed tick box provided; consequently, where all cases linked to this subject should be routinely marked as private, activate the Default to Private tick box provided.
  7. To permit a CRM case or its associated tasks being placed on hold, activate the Hold allowed tick box provided 4.
  8. Using the Security Script drop-down field, select a prerequisite script, if required, to be employed prior to the exchange of sensitive data.
  9. Using the Script drop-down field, select the core script to be launched, if any, during each customer interaction linked to this subject 5.
  10. Click on Save.


Note

1 The Search CRM Subject field will match against any element of the description.

2 This option is inactive for CRM subjects where the attribute Communication Subject Only or Advice Only has been defined.

3 The entity values available for selection are filtered according to the Type linked to the CRM subject.

4 A case or its inherent tasks might be placed on hold in circumstances where no action can be taken for a set period of time, and where the service level agreement would otherwise be unavoidably exceeded.

5 Only CRM case scripts will be revealed, filtered by the matching Entity Type selected.


See related topics...

CRM subject maintenance overview

To create a new CRM subject