The customer care activity report is used to show all customer care activities over a date range.
In order to get best use of this report, firstly, the members of the customer care team will need to
be added to a dedicated User Group within the Administration module.
Next, the user group containing the customer care team users’ needs to be selected in the
‘Customer Care User Group’ parameter on the CRM > Dealer Parameters > General Tab.
By going to the report with CRM > Customer Care, customer contact can be viewed across the
team or by an individual within that group/team.
Initially, this report displays the contact reason count for the current date, this can be drilled
into to view which customer care agents within each contact reason made contact and then
drilled further to view the contact date, customer name and next contact details, with a final
drill into the customer record. The report can be filtered to show by Department, Customer
Care Agent, Date Range and Contact Reason.