A number of parameters are required to be set up in order to be able to create, manage and
report on Customer Concerns. From the side menu, choosing CRM - Parameters - Customer
Concern, will take you to the Incident Group, Type and Detail maintenance.
When creating a CCI, an Incident Group, Incident Type and Incident Details will need to be
selected from drop down lists. The content of these drop down lists are managed within 3
separate tabs.
Incident Groups allow incidents to be categorised. To create an Incident Group, type in a
description / code and email address click “Accept”. When a customer concern is raised, or reopened an email notification can be sent to either a single address or multiple if required. This
will enable different users to be notified depending on the type on concern. Multiple email
addresses can be added to existing groups, by entering either comma, or semi-colon
separated lists.
Incident Types offer a 2nd level of detail when creating CCI’s, Incident Types are linked to an
Incident Group. Incident Types are created in the same way as Incident Groups and are
required to be attached to a group by selecting a group from the dropdown.
The Incident detail tab allows a list of all possible incidents to be created and maintained. Like
groups and types, a description is entered and a short code assigned to the incident.