To define the group level thread for a CRM subject

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When creating a new case, it may assist the end user progressing the customer interaction to see related cases raised by that contact by virtue of their group membership. Similarly, the visibility of cases can further be extended to include all cases linked to the group, even those raised by other members. By linking group types to a CRM case subject and specifying the level to which cases are displayed, this defines a thread of cases that are all accessible during the live customer interaction.


The procedure to define the group level thread 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 1.
  3. Click on Privacy. The Privacy tab is activated.
  4. Click on New Available Group. The Available Group window is displayed.
  5. Using the Group Type drop-down field, select the desired contact group type to control the customer interaction thread included for cases linked to this subject.
  6. Using the Level To Show drop-down field, select the spread of related cases that will be included in the customer interaction thread i.e. Contact group and contacts or Contact group only.
  7. Choose an Effective from date for this assigned contact group type i.e. the date at which the associated cases will become visible 2.
  8. Choose an Effective to date to automatically deactivate the contact group type on a specific date in the future; a blank field means their associated cases will always be visible.
  9. Click on Confirm. The assigned contact group type is displayed in the Available Groups summary table 3.
  10. Repeat steps 4 through 9 to include further contact group types for the same CRM subject.
  11. Click on Save.


Note

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

2 The Effective from date defaults to the current system date and cannot be left blank.

3 To remove visibility of cases for the assigned contact group type, change the Effective to date to be in the past.


See related topics...

CRM subject maintenance overview

To create a new CRM subject

To authorise contact type access to a private CRM subject