ADV FAQs Logging a Contact via Tracking
- Anthony Fontana
Summary / TL:DR: This article provides instructions for logging a call/note via call tracking in Advantage.
For more information on call tracking, go here.
Scripts are used to decide which fields are displayed and which fields are hidden. These instructions use the OPEN/CLOSE script, to see how to set a script, go here.Â
How to Log a Call Using Call Tracking
From the Customer Service ribbon, select Open
The Open Call dialog box will appear, complete the following fields:
Cross-Sell Path | Enter the Upsell Path to identify the call. This will default to whatever was used for the last call logged. |
Reason Code | Use the dropdown to select a reason. Reason Category must be selected first before using the drop down. |
Customer | Enter or search for the customer account number. For more on searching for accounts, go here. |
Communicated by | Enter the method of contact. This will default to whatever was used for the last call logged. |
3. Click OK
4. The call will now open in dual modeÂ
5. To close the call, scroll to the bottom of the notes side of the screen and click Close Call
6. If necessary, changes can be made to the fields completed during step 2. In addition, complete the following fields:
Regarding Product | Enter the item number the contact was associated with. |
Respond with | Based on the reason selected, this may be pre-filled for you. Enter the call outcome here. The Adverse Event questionnaire will appear, fill out the required fields and click Close Call |
Note Text | Enter the details of the contact here. |
7. Click Close Call