To define the default CRM communication method for a user profile

Any number of CRM communication methods can be created to match the many varied customer interactions that are managed through the housing organisation. Each communication method captures the type of communication (Telephone, Email, SMS, In Person, etc.) and the direction of customer interaction (Inbound, Outbound), as well as storing links to any pre-script and security script that might be appropriate. Once created, a communication method can be assigned to each user profile, ensuring that employees who manage customer interactions of a specific nature are channelled to the right process, by default.

The procedure to define the default CRM communication method for a user profile is as follows:

1. Navigate to Profile (). The Profile window is displayed for the current user and the Details tab is activated.
2. Using the Default CRM Communication Method drop-down field, select a parameter value to match the most common customer interaction to the end user e.g. Customer Call Centre, Office Visit, Housing Surgery, Twitter, Home Visit, etc.
3. Click on Save 1.

Note

1 Once an end user starts a new communication in response to a customer interaction, the default communication method is presented but can be amended, if required, to meet the specific circumstances.

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Defining the user profile overview

To create a new CRM communication method