To start a new feedback case via a contact record

The procedure to start a new feedback case via a contact record is as follows:

1. Using the global search facility, type in the first few characters of the contact from whom feedback has been received 1.
2. Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon ().
3. Click on Feedback Cases (contact summary 360 view) 2. The Feedback Cases tile is activated.
4. Click on New Feedback Case. The Create Feedback Case - Case Details window is displayed.
5. Using the Company drop-down field, select the company to which the new feedback case relates 3.
6. 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.
7. Using the Business area drop-down field, select the organisational unit to which the new feedback case relates.
8. Using the Stage type drop-down field, select the opening stage of the new case to match the feedback received 4.
9. Use the Details field to add contextual information pertinent to the feedback received.
10. To simply establish the current contact as the feedback source, as displayed in the Search Results summary table, proceed to step 13.
11. Alternatively, to identify a different contact as the originator: (a) Enter the first few characters of the contact name or their known address into the Contact search field - All possible matches are returned in the Search Results summary table; (b) Highlight the row containing the exact record match; (c) Proceed to step 13.
12. 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.
13. 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.
14. 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 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached.

2 The availability and customisation of all Contact Summary 360 View tiles is controlled separately for each end user via their unique system profile.

3 Only those companies linked to the contact will be available for selection.

4 Only stages linked to the selected feedback type are included in the list.

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 group

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

To define the user profile

Using the search facility