New Follow-Up Call |
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New Follow-Up Call |
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New Follow-Up Call |
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New Follow-Up Call |
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Usage:
This option for Follow-up call allows you to automatically create a follow up call and assign it to the appropriate department. Users may use this option when an employee is required to call back a customer because of missing information or to follow up with a first time customer.
Prerequisites:
Before creating a Follow-up Call please make sure users have configured the set-up options for calls according to your needs.
The following topic describes the available options for call settings:
➢File > Global Settings > Global > Calls. On this form the fields that are mandatory on call creation are set.
Also please make sure you have already added the necessary prerequisites to the database such as:
➢Department -> Path: File > Global Settings > Global > Products & Tasks Lists >Departments
➢Call Type -> Path: File > Global Settings > CRM Lists > Calls >Types
➢Description -> Path: File > Global Settings > CRM Lists > Calls >Descriptions
➢Status -> Path: File > Global Settings > CRM Lists > Calls > Status
Navigation: There are several navigation paths to create follow up calls from but the result is always the same. Choose the navigation path that is most convenient to the operations performed:
1. Customer form > New Follow-up Call
New Follow-up Call navigation |
2. Tools > New Follow-up Call
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3. Customer menu > New Follow-up Call Note: Customer menu is available only when the customer form is open and the top active window.
New Follow-up Call navigation |
4. Customer > 3.Calls and Notes > New Call > Follow-up Call option Note: To access Call form and create or update a Call please see details in this topic.
New Follow-up Call navigation |
5. Customer > 4.Cases tab > Create or open an existing case for editing > 5.Follow-up Call tab Note: For more details about creating a case see How to create a case section.
New Follow-up Call navigation |
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➢If you choose navigation paths 1, 2 or 3 then the following form will open. The only difference is that navigating to Tools > New Follow-up Call you have to choose the Customer Id for which the call will be created for. To do that click on the
New Follow Up Call form
1.Call Number will be assigned by default after saving. 2.Customer Id is displayed. It may be changed even though you cannot enter text in field: ➢Click on ➢Customer Search form opens. ➢Select Customer. 3.Assign This Call to: User name and Call Type . 4.Enter General info such as: Call Type, Description and Talk To person. 5.Set Due Date in a specific number of Days, Weeks or Months, or on a specific date and time. 6.Set Reminder by checking the box next to the option and selecting when to notify the user by ePop prior to the due date. 7.Enter all Call Notes. 8.Click
➢Users can also create Follow Up Calls while creating a Call in Customer > 3.Calls and Notes. For details of How to create a call please see this topic.
Create Follow up call when creating a call . To create the Follow Up Call: 1.Open call for edit and select second tab: Options 2.On Follow Up section check the option: Reschedule this Call 3.Set the Due Date and Due Time. 4.Set Reminder by checking the box next to the option and selecting when to notify the user by ePop prior to the due date. 5.Second option: Create a new Follow-up Call on Completion is available only when the call is set to complete. This way the existing call will be completed and a new follow-up call will be created. 6.If this option is changed and call is saved the Follow-Up Information form appears.
Follow-up information on call completion 7.Enter: ➢Call Type ➢Description is already populated, but you may enter any text ➢Set Due Date in a specific number of Days, Weeks or Months, or on a specific date and time. ➢Set Reminder by checking the box next to the option and selecting when to notify the user by ePop prior to the due date. ➢Assign This Call to a User and/or a Department. 8. Click
➢The last available option to create a Follow up call while adding or editing a case number is to create a call on case entry or edit. To create a Case please see this topic.
Create Follow up call on Case form
1.Open the case for which you would like to create the call. 2.Click on the 5th tab: Follow-up Call. 3.Check the option for Create Follow-up call after Save - this option will allow you to create the call. The call will be created when Save button is clicked on the case form. 4.You can either create Simple Call ➢Enter: Call Type, Description. ➢You may Assign call to Customer Service representative. ➢Enter User for which the call will be assigned to. ➢Enter Department ➢Enter any Call Notes ➢You can Print Notes on Work Order ➢Call Completed - Check the option for Call Completed if you would like the call status to be Completed. Otherwise the status of the call will be Pending once the save button is clicked. ➢ Click 5.or Advance Call with Notification Option (after Save) ➢ Click ➢Phone Call and Notes form displays enabling you to create a new Call. ➢Please read Following topics to find out more about how to create a call and a follow up call on this page: •Follow up calls on Phone Call and Notes form
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See also:
icon next to Customer ID and select the Customer from the
