To view the summary of a linked record in a feedback case

The procedure to view the summary of a linked record in 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 Linked Cases. The Linked Cases tab is activated, revealing a list of all associated system cases in the Linked Cases summary table 2.
4. Highlight the row matching the linked system case to be reviewed.
5. Click on Case Summary. The Feedback Case Summary (or ASB Case Summary / CRM Case Summary / Housing Options Case Summary) window is displayed, revealing further details of the linked system case. Certain fields common to all case classifications and worthy of special note are captured in the table below.
6. Click on Close.

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 A feedback case may be linked to ASB, CRM and Housing Options case files, as well as other cases of the same classification.

See related topics...

Feedback case consolidation management overview

To consolidate related feedback cases

Using the search facility