The Customer Concern Incidents process, allows customer concerns or complaints to be
monitored and acted upon within the contact process of marketing.
The report created displays any incidents that have been recorded over a date range and are
displayed as below. By default the date ranges are set to 1, 2 & 3 weeks since the current
date.
Drilling into records will open the customer record into the contact tab. A summary view of any
open/closed may be seen by clicking the The Customer Concern Incident History button that will appear at the bottom of the contacts tab once a concern exists.
The Customer Concern report can be run at Enterprise level, by using the Company Structure
selector to specify the level at which the report is to be run. Users can only select the level at
which they are entitled based on their user set up.
Exporting the report to a .csv file will allow additional information to be viewed regarding the CCIs
such as the Incident Group, Incident detail as well as any incident codes and will display the
company structure for each concern.