Creating information requests
Create information requests whenever customers call in requesting additional information.
To create information requests:
- Select Work > Service Request Setup > Information Requests.
-
Click
New Record.
The system automatically populates Date/Time Reported with the current date and time.
- Specify this information:
-
Specify a value for
that contains, and then
click
Search. The system
searches for a caller record that matches the search criteria and returns one
of the following results:
-
The system locates one matching caller record
The system automatically populates the Requestor Name, Requestor Phone, Requestor E-mail, Customer, Customer Type, and Property.
-
The system does not locate an exact match to the search criteria but does locate several caller records that begin with the same criteria
The system displays the Callers popup. If you see the caller record you need in the list, select the caller record for which to create an information request, and then click OK. The system automatically populates the Requestor Name, Requestor Phone, Requestor E-mail, Customer, Customer Type, and Property if available.
-
The system does not locate any caller records that match the search criteria
Create a new caller record.
-
-
Specify this information:
- Information Request
- Specify a description of the information request in the adjacent field.
- Customer
- Specify the name of the customer store requesting information.
- Property
- Specify the property for which to view information.
- Information Type
- Select the category of information to view. The system displays the information in Specific Information.
- Requestor Name
- Specify the name of the person requesting service.
- Requestor Phone
- Specify the phone number of the person requesting service.
- Requestor E-mail
- Specify the e-mail address of the person requesting service.
- Click Save Record.