To link a business entity to a feedback case

Parent Previous Next

The procedure to link a business entity to a feedback case is as follows:

  1. Prerequisite procedural steps are covered separately in the topics To start a new feedback case via a contact record or To start a new feedback case via a contact group. Refer to these before proceeding to step 2.
  2. With the Create Feedback Case - Select Entity window displayed, select the matching system component relevant to the case using the Entity type drop-down field 1. All corresponding entities relating to the feedback contact source are displayed in the Related Entities summary table.
  3. Optionally, where the captured feedback is deemed not relevant to a specific entity, activate the Entity not applicable tick box provided 2.
  4. Highlight the specific row matching the contact-related entity to be linked to the feedback case. Alternatively, type in an entity name into the dynamic Search for entity field provided; all possible matches are returned in the Search Results summary table, ready for selection 3.
  5. Click on Next. The Create Feedback Case - Allocate Case window is displayed, ready to assign ownership for the case at this first progression stage 4. This requisite step is covered separately in the topic To allocate an owner to a feedback case.


Note

1 Only applicable entity types configured for the feedback business area will be available for selection.

2 The field will operate as a dynamic search function and match against any element of the record entity name based on the successive characters entered.

3 This case attribute would be appropriate in the instance where the feedback relates to a specific staff member.

4 This option is only activated in the instance where no allocation rules have been defined for the selected stage type.


See related topics...

Feedback case management overview

To start a new feedback case via a contact record

To start a new feedback case via a contact group

To allocate an owner to a feedback case