To initiate follow-up activity for one of the follow-ups assigned to you, you can use My Follow-up queue on the Home Page tab. The steps you take to actually handle the follow-up activity depend on the method used to create the follow-up.
On the Home Page tab, click the Home Page button. The Home Page screen appears.
In My Follow-up queue, click the activity that you would like to work on. The outcome varies, depending on how the follow-up activity was created:
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If the type of follow-up is this... |
then this happens when you click the activity in My Follow-up queue... |
and you can do this... |
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Unresolved order processing issue (such as an operator hold, a price hold, a credit hold, an open quote) |
The view switches to the Current Order screen on the Customer Service tab, with the unresolved order visible. |
Resolve the order. For example, if the order is an open quote, and the customer has approved the quote, change the order type to standard and accept the order. Once the order has been resolved, the system removes the follow-up activity from My Follow-up queue on the Home Page tab. |
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Any of the following:
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The Follow-up area for this activity is shown on the Home Page tab. |
Contact the customer to follow up. Ask the quality- and service-related questions shown on the screen. The results of these questions help you measure and analyze what your customers think of your company's service. It can also help you identify which best business practices and marketing campaigns were most successful. If you would like to route the follow-up activity to other users, select one or more users in the Route To list. If it is appropriate, update the Status field. When you are done with the follow-up activity, click the Accept button. The follow-up is removed from My Follow-up queue if you were able to change the status to Closed. Otherwise, the follow-up remains in My Follow-up queue. Note: If the follow-up activity is routed to several users and one user closes it, the follow-up activity is removed from that user's follow-up queue only. It remains in other users' follow-up queues until they review and accept the item. |