Creating information requests

Create information requests whenever customers call in requesting additional information.

To create information requests:

  1. Open the Information Requests form.
  2. Click New Record.
    The system automatically populates Date/Time Reported with the current date and time.
  3. Organization—Enter the organization to which the service request belongs if you use multi-organization security.
  4. Find Caller By—Select the desired search criteria.
  5. Enter 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.
  6. Information Request—Enter a description of the information request in the adjacent field.
  7. Customer—Enter the name of the customer store requesting information.
  8. Property—Enter the property for which to view information.
  9. Information Type—Select the category of information to view. The system displays the information in Specific Information.
  10. Requestor Name—Enter the name of the person requesting service.
  11. Requestor Phone—Enter the phone number of the person requesting service.
  12. Requestor E-mail—Enter the e-mail address of the person requesting service.
  13. Click Save Record.