To view completed script responses for a CRM case

The procedure to view completed script responses for a CRM 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 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 Case Details window is displayed.
3. Click on Script Responses. The Script Responses tab is activated, revealing a list of all completed scripts linked to the CRM case in the summary table 1.
4. Double-click on a row matching the completed script to be viewed 2. The Script Response window is displayed, revealing the compiled script, as presented to the end user, with all completed question responses shown in bold text.
5. Click on Close.

Tip

1 By default, all script responses are displayed in the order in which they were completed (most recent at the top); to aid analysis, rows can be reordered by clicking on any of the available headings.

Note

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

2 Individual security and case scripts are stored separately as discrete entries in the list.

See related topics...

CRM case progression management overview

To view the event history of a CRM case

To insert a note against a CRM case

Using the search facility