The procedure to start a new feedback case via a contact group is as follows:
- Using the Advanced search spy-glass (
), select Contact group as the Search for and Search by category, and enter the Group name as the search criteria 
1.
- 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 Contact Group Summary window is displayed.
- Click on Cases. The Cases tab is activated.
- Click on New Feedback Case. The Create Feedback Case - Case Details window is displayed.
- Using the Company drop-down field, select the company to which the new feedback case relates 2.
- Using the Feedback type drop-down field, select a parameter value to reflect the classification of feedback received i.e. Compliment, Formal Complaint or Informal Complaint.
- Using the Business area drop-down field, select the organisational unit to which the new feedback case relates.
- Using the Stage type drop-down field, select the opening stage of the new case to match the feedback received 3.
- Use the Details field to add contextual information pertinent to the feedback received.
- To simply establish the current contact group as the feedback source, as displayed in the Search Results summary table, proceed to step 13.
- Alternatively, to identify a different contact group as the originator: (a) Enter the first few characters of the group name or their known address into the Contact search field - All possible matches are returned in the Search Results summary table 4; (b) Highlight the row containing the exact record match; (c) Proceed to step 13.
- Optionally, click on New Contact to create a completely new contact record for the feedback source, not previously held. This requisite step is covered separately in the topic To create a new contact via a feedback case; once created, the new contact will be displayed in the Search Results summary table ready for selection.
- Click on Next. The Create Feedback Case - Select Entity window is displayed, ready to cross-reference the feedback to a specific system component. This requisite step is covered separately in the topic To link a business entity to a feedback case.
- Click on Next. The Create Feedback Case - Allocate Case window is displayed, ready to assign ownership for the case at this first progression stage 5. This requisite step is covered separately in the topic To allocate an owner to a feedback case.
Note
1 Additional search criteria may need to be employed (e.g. address or post code) to ensure that the correct contact group is returned.
2 Only those companies linked to the contact group will be available for selection.
3 Only stages linked to the selected feedback type are included in the list.
4 Individual contact records that match the search criteria are also included in the results set and therefore available for selection.
5 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 create a new contact via a feedback case
To link a business entity to a feedback case
To allocate an owner to a feedback case
Using the search facility
