To view the communication details of a contact in a feedback case

The procedure to view the communication details of a contact in a feedback case is as follows:

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.
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.
Click on Contacts. The Contacts tab is activated, revealing a list of all contacts and contact groups associated with the feedback case in the Case Contacts summary table.
Highlight the row matching the contact or contact group against which communication preferences have been captured. All recorded communication preferences are displayed in the Contact Communication Details summary table 1. Certain fields are worthy of special note and are captured in the table below 2.
Click on Close.

Tip

1 By default, all communication preferences are sorted first by the primary status and then by the effective date; to aid analysis, rows can be reordered by clicking on any of the available headings.

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 Use the summary table Menu option to hide or reveal additional columns of information; apply the standard 'drag and drop' technique to reposition columns into a different order.

Field	Description
Name	The full name of the contact or contact group to whom the communication preference relates.
Category	The communication channel e.g. Email, Telephone, Mobile, etc.
Type	The classification of the communication channel e.g. Work Phone, Home Phone, Work Email, Home Email, etc.
Reference	The syntax of the specific communication channel e.g. a telephone number, an email address, etc.
Comments	The contextual information linked to the communication channel to qualify any terms of use e.g. A voicemail service is available.
Primary?	To denote the communication channel as the principal contact route.
Effective From	The date on which the communication channel came into effect.
Effective To	The date on which the communication channel expires, if relevant.

See related topics...

Feedback contact management overview

Using the search facility