Ability to confirm if a communication has been responded to

Hi,

I am a new admin to Sage CRM however I have been a user for quite some time. I I am trying to build a report that will tell me if any Email In/Phone In Communication types have been responded to (and by way of further enhancement in what timeframe).

Is the a communication level flag to indicate this? Or perhaps something that connects at the object level the response itself to be linked to the original Communication?

Many Thanks

Cameron

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    Cameron

    I understand your requirement to be: An administrator needs to understand whether an inbound communication has been actioned. For example if an email is received or a phone call is logged how can you know whether appropriate action has taken place?

    This carries the assumption that all inbound emails and phone calls are captured.

    If for example you make use of the Advanced Email Manager then the capture of emails may then be automated. But not emails require an answer. But in filing the inbound email we can create an associated task that would need to be completed. You can then report on the completed status of those tasks (Communication record).

    I think you build some use cases that describe in more detail the types of scenario where you want emails to have follow up actions created.

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    Thanks for that Jeff! We use Advanced email manager and it send an automated request id email however I didn't consider an additional task (In my mind it would a be email out/phone task with a status of pending).

    Most of my staff take the email In and reply to it (which updates the case summary to have Response added flag as yes).

    Subsequent replies don't seem to have a flag linking it to the email in being responded to. Is their a configuration way of doing this or am I looking at developer work/scripts written?

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    Are you using follow up actions?

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    We aren't but the ability to add them is there (I could get a script in the create the follow up automatically). We have an SLA that says will will respond to every query within 4 hours. While I can set SLA timings for the case to be closed and notification run off that, my boss wants to confirm we respond to every email in within 4 hours. I would look at the duration field in the tracking of the case however I am unsure if the transition can be captured?