To revise the business entity of a feedback case

The procedure to revise the business entity of a feedback case 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 Select Entity. The Select Feedback Case Entity window is displayed, revealing the Related Entities selected for the feedback case in the summary table.
4. Select the revised system component relevant to the case using the Entity type drop-down field 2. The Related Entities summary table is refreshed and all corresponding matches relating to the feedback contact source are displayed.
5. Highlight the specific row matching the revised 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.
6. Click on Save. The Entity type and Entity fields are updated with the revised business entity record.

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

3 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.

See related topics...

Feedback case progression management overview

Using the search facility