To view the event history of a feedback case

The procedure to view the event history 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 History. The History tab is activated, revealing a list of all chronological events undertaken for the feedback case as a timeline.
4. Use the Expand Timeline () and Contract Timeline () icons to control the scale of the chart; use the Left () and Right () scrolling arrows to navigate between adjacent events along the timeline.
5. Alternatively, click on Switch View. All events on the timeline are displayed in the History summary table 1. Certain fields are worthy of special note and are captured in the table below 2.
6. Click on Close.

Tip

1 By default, all events are displayed in chronological order (most recent at the top); 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 To return to the default view, with all events displayed as a timeline, click on Switch View a second time.

See related topics...

Feedback case management overview

To place a feedback case on hold

To reassign ownership of a feedback case

To insert a note against a feedback case

To link a feedback case to a CRM communication

Using the search facility