To create a new CRM subject

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The procedure to create a new CRM subject is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Subject. The CRM Subject Configuration window is displayed.
  2. Click on New CRM Subject. All fields are activated ready for data entry.
  3. Using the Type drop-down field, select an appropriate module area to which the subject relates e.g. Anti Social Behaviour, Repairs, Rents, etc.
  4. Enter a Description for the CRM subject into the field provided 1.
  5. Use the Information field to add contextual notes that detail the scope of the subject.
  6. Enter Keywords into the field provided, separated by commas, to support extended searching opportunities for the subject.
  7. Where the subject is relevant to communications that do not constitute the creation of a case, activate the Available as Communication Subject tick box provided e.g. general enquiries into the call centre; otherwise proceed to step 10.
  8. Where the subject is limited to communications that do not constitute the creation of a case, activate the Communication Subject Only tick box provided.
  9. Alternatively, where the subject is reserved for customer interactions that result in Advice Only, activate the tick box provided e.g. housing surgery opening times. Use the related Advice HTML field to insert contextual notes that will be presented to the end user when progressing the customer interaction 2.
  10. Using the Companies drop-down field, multi-select all companies for which this CRM subject is relevant, or choose the All option, as required 1.
  11. Choose an Effective from date for this CRM subject i.e. the date on which it came into effect 3.
  12. Choose an Effective to date if the CRM subject status is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the subject will be continually valid.
  13. Click on Save. The new subject appears in the alphabetical list, underneath the associated type 4.


Tip

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

Note

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

2 As the advice will be displayed through the Civica Cx Housing interface, HTML code must be employed to control the text formatting style and behaviour.

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 subject, expand the type heading and select an associated subject (or enter its name into the Search CRM Subject field) and repeat steps 3 through 14. By default the list is filtered to show Current CRM subjects. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All. Only a limited number of fields can be updated once a record has been created.


See related topics...

CRM subject maintenance overview

To add an SLA target to a CRM subject

To clone a CRM subject

To preview HTML advice linked to a CRM subject

To authorise contact type access to a private CRM subject

To define the group level thread for a CRM subject

To allocate a role to a CRM subject

To allocate a user to a CRM subject

To add a task to a CRM subject