To create a new CRM communication method

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The procedure to create a new CRM communication method is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Communication Method. The CRM Communication Method Configuration window is displayed.
  2. Click on New Communication Method. All fields are activated ready for data entry.
  3. Enter a Description for the CRM communication method into the field provided 1.
  4. Using the Communication Type drop-down field, select an appropriate channel for the CRM communication method e.g. Telephone, SMS, Email, In Person, Social Media, Online, etc.
  5. Using the Direction drop-down field, select an appropriate parameter value to reflect the customer interaction originator e.g. Inbound, Outbound.
  6. Where a location is pertinent to the CRM communication method, activate the Location Applicable tick box provided 2.
  7. Where targeted campaign activity is steered from customer interactions managed through the CRM communication method, activate the Campaign Alert Applicable tick box provided.
  8. Using the Pre-Script drop-down field, select a prerequisite script to commence each customer interaction that employs this CRM communication method, as required.
  9. Where the CRM communication method involves the exchange of sensitive data, activate the Security Script Applicable tick box provided and choose the relevant script using the corresponding Security Script drop-down field.
  10. Using the Companies drop-down field, multi-select all companies for which this CRM communication method is relevant, or choose the All option, as required 1.
  11. Choose an Effective from date for this CRM communication method i.e. the date on which it came into effect 3.
  12. Choose an Effective to date if the CRM communication method is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the method will never expire.
  13. Click on Save 4.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as required; the All tick box will be automatically removed once an item is de-selected.

Note

1 System validation rules ensure that the description entered for each CRM communication method is unique for the effective period.

2 Where a CRM communication method was created to record, say, home visits, it would be appropriate to link a specific customer interaction to the address at which the visit took place.

3 The Effective from date defaults to the current system date and cannot be left blank.

4 To amend the details of an existing CRM communication method, expand the direction heading and select an associated method (or enter its name into the Search Communication Method field) and repeat steps 3 through 13. By default the list is filtered to show Current methods. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations. Only a limited number of fields can be updated once a record has been created.


See related topics...

CRM communication integration maintenance overview

To assign an automatic email account to a CRM communication method

To create an SLA target for a CRM communication method

To create an expiration rule for a CRM communication method