To link an ASB case to a CRM communication

The procedure to link an ASB case to a CRM communication is as follows:

1. Using the Advanced search spy-glass (), select ASB Case as the Search for and Search by category, and enter the Case Reference 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 ASB Case Details window is displayed.
3. Click on Communications. The Communications tab is activated.
4. Click on Link CRM Communication. The Link CRM Communication - Search Criteria window is displayed.
5. Enter sufficient details of the desired CRM communication into the search fields provided and click on Search 2. The Link CRM Communication - Search Results window is displayed, returning all possible matches.
6. Highlight the row containing the exact record match or use Refine Search to enter alternative criteria; optionally, click on Communication Summary to verify the details of the intended selection.
7. Click on Confirm. The selected customer interaction is displayed in the Communication summary table.
8. Click on Save.

Note

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

2 The Contact search field includes only those records that are linked to the ASB case.

See related topics...

ASB case management overview

Using the search facility