The Activity and Contact Tracking section displays, as shown below.
You also have the option of setting up your notification event so that an activity record and/or contact tracking record is created when your notification email is sent.
To configure activity and contact tracking records:
1. From
the Notification Maintenance taskbar, select Activity
and Contact Tracking.
The Activity and Contact Tracking section displays, as shown below.
2. Perform the following for E-Mail Notifications:
If your organization set up Notification
events to create BOTH an activity and a contact tracking record, then
the Activity
and Contact Tracking screen in CRM360 may look like it has duplicates.
Best practice is to create one or the other.
a. If you want the application to create an activity record for the receiving customer(s), check the Create Activity checkbox.
i. Select
the Activity Code from the drop-down.
Values are populated based on the non-fixed CUS "ACTIVITY" system
type.
ii. If
necessary, select the Activity Subcode
from the drop-down.
Values are populated based on the subcodes defined for the non-fixed CUS
"ACTIVITY" system type.
b. If you want the application to create a contact tracking record for the email, check the Create Contract Tracking Record checkbox.
i. Select the Call Type from the drop-down.
ii. Select the Call Topic from the drop-down.
iii. If necessary, select the Call Subject from the drop-down.
iv. Select the Staff Assigned from the drop-down.
v. Check the Mark as Resolved checkbox if you want the contact tracking record to be stored as resolved.
3. Perform the following for Mobile Notifications:
a. If you want the application to create an activity record for the receiving customer(s) when a mobile notification is received, check the Create Mobile Activity checkbox.
i. Select
the Activity Code from the drop-down.
Values are populated based on the non-fixed CUS "ACTIVITY" system
type.
ii. If
necessary, select the Activity Subcode
from the drop-down.
Values are populated based on the subcodes defined for the non-fixed CUS
"ACTIVITY" system type.
b. If you want the application to create a contact tracking record for the mobile notification, check the Mobile Create Contract Tracking Record checkbox.
i. Select the Call Type from the drop-down.
ii. Select the Call Topic from the drop-down.
iii. If necessary, select the Call Subject from the drop-down.
iv. Select the Staff Assigned from the drop-down.
v. Check the Mark as Resolved checkbox if you want the contact tracking record to be stored as resolved.
4. Click Save.
Screen Element |
Description |
|---|---|
For E-Mail Notifications |
|
| Create Activity | Checkbox. When checked, creates an activity record for the notification email sent out. |
| Activity Code | Drop-down. The type of activity related to the customer. Defaults to Notification Email Sent. |
| Activity Subcode | Drop-down. Based on the Activity Code, it further describes the type of activity related to the customer. |
| Create Contact Tracking Record | Checkbox. If checked, creates a contact tracking record for the notification email sent out. |
| Call Type | Drop-down. The type of contact you sent or received. For example, Phone Inbound or Email Outbound. Defaults to Email Outbound. Values are populated based on the non-fixed MRM "CALL_TYPE" system type. |
| Call Topic | Drop-down. The topic of the contact record. To set the Topic field values, enter the appropriate codes for the type. Values are populated based on the non-fixed MRM "CALL_TOPIC" system type. |
| Call Subject | Drop-down. The subject of the contact record. These values comes from the codes you set up in To set the Subject field values, enter the appropriate codes for the subcode. Values are populated based on the subcodes defined for the non-fixed MRM "CALL_TOPIC" system type. |
| Staff Assigned | Drop-down. The staff member who is assigned this contact record. This list includes all users within the Org/Org Unit. If the call topic code is not public, the staff assigned to the topic must be a member of a security user group assigned to the call topic code. |
| Mark as Resolved | Checkbox. If checked, enters the contact tracking record as resolved with the Resolved Date defaulted to the date the notification email is sent. |
For Mobile Notifications |
|
| Create Mobile Activity | Checkbox. When checked, creates an activity record for the mobile notification sent out. |
| Activity Code | Drop-down. The type of activity related to the customer. |
| Activity Subcode | Drop-down. Based on the Activity Code, it further describes the type of activity related to the customer. |
| Mobile Create Contact Tracking Record | Checkbox. If checked, creates a contact tracking record for the mobile notification sent out. |
| Call Type | Drop-down. The type of contact you sent or received. Values are populated based on the non-fixed MRM "CALL_TYPE" system type. |
| Call Topic | Drop-down. The topic of the contact record. To set the Topic field values, enter the appropriate codes for the type. Values are populated based on the non-fixed MRM "CALL_TOPIC" system type. |
| Call Subject | Drop-down. The subject of the contact record. These values comes from the codes you set up in To set the Subject field values, enter the appropriate codes for the subcode. Values are populated based on the subcodes defined for the non-fixed MRM "CALL_TOPIC" system type. |
| Staff Assigned | Drop-down. The staff member who is assigned this contact record. This list includes all users within the Org/Org Unit. If the call topic code is not public, the staff assigned to the topic must be a member of a security user group assigned to the call topic code. |
| Mark as Resolved | Checkbox. If checked, enters the contact tracking record as resolved with the Resolved Date defaulted to the date the notification email is sent. |
As of 7.4.1, you can view the activity and contact tracking records created from email notifications on the Activity and Contact Tracking screen in CRM360. Additionally, you can View an Email Message Sent via the Notification Service and View a Mobile Message Sent via the Notification Service