To link a feedback case to a CRM communication

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

1. Using the Advanced search spy-glass (), select Feedback Case as the Search for and Search by category, and enter the Case ID 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 Feedback Case Details window is displayed.
3. Click on History. The History 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 as a discrete event in the History graphical timeline (and within the History summary table).
8. Repeat steps 4 through 7 to link further CRM communications to the feedback case.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback 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 feedback case.

See related topics...

Feedback case management overview

To view the event history of a feedback case

Using the search facility