Reviewing the Note in Note Activity

Every contact that comes in to Note Activity - either email, letter or various task - becomes a note on the customer's account.  Below is an explanation of what these notes look like in Note Activity.

Email Contacts

If the customer contacted via email, the Inbound Email Address and Inbound Email Subject will fill in. The Note Text will contain the body of the email sent from the customer.  If the customer contacted us through a form on one of the websites, the form submissions will be structured as follows:

Email

First Name

Late Name

Address

City

State/Provence

Zip

Comments

Mail Contacts

If the customer contacted us by mailing in a letter, these will be assigned to the Proxy Customer account and the mail piece will need to be reviewed to select the correct account. Click on View Document next to the docket number to review the scanned piece of mail.

This is an example of what a scanned letter looks like when you click View Document.  The number above the customer's name and address starting with 0000 is the customer's account number from Advantage.  Enter that into the Customer Number field and click Next.

Open

Various Contacts

There are other types of contacts that are managed from Note Activity.  Note Activity can be used to manage task escalations from the call center as well as other various actions that require follow-up from customer service.  For example, if a welcome package premium is sent back to the warehouse as un-deliverable, a note is created on the account and loaded into Note Activity so that someone can notify the customer proactively that there was an issue with fulfillment.

This is an example of a welcome package premium that was sent back to the warehouse as un-deliverable.  The Communicated By is SVC for Customer Service Contact and the Reason Category is set to UNDELV for this note.  The details of what was returned is in the note text.

Reviewing the Note in Notes

Every contact that comes in to Note Activity - either email, letter or various task - becomes a note on the customer's account.  Below is an explanation of what these notes look like in the Notes icon.

Locating an Email Note

Locate the note in the Customer Notes icon. In the Comm By field, these will be EMAIL. Select Inquire Note to view more details.

Reviewing Email/Letter Sent By Customer

1. Once you locate the note in the Notes icon, select Inquire Note

2. Click View Document next to the docket number

3. A Word document or viewer will open with the text/image of the letter sent by the customer.

Reviewing Email/Letter Sent To Customer

1. In the Notes Detail dialog box, select the Note Letters tab

2. Select Review to view the letter/email

From the Note Letters tab, you can also view the status and transmission method. Recommended customization: