Contact Manager - Transaction Lookup
There are different criteria that can be used to locate a transaction. The following are the main search criteria the agent should use in the Contact Manager Lookup Screen:
Main Search Criteria
- Phone
- - If a consumer is contacting us by telephone the "phone search" should be one of the first criteria the agent should use.
- - The phone search should be used even if the consumer states that they haven never contacted us before. (It is possible that the consumer may have already called in the past or someone else may have called for them.)
- - The phone number is important in case the call is disconnected or we need to reach this consumer at a later date
- - If a consumer is contacting us via email the "Email search" should be the first criteria the agent should use.
- Transaction ID
- - The transaction ID search should be used if the consumer has the transaction number.
- Last Name
- - When searching by last name multiple contacts may exist. To narrow down the search you would want to use 2 search criteria (such as first and last name...)
- First Name
- - When searching by first name multiple contacts may exist. To narrow down the search you would want to use 2 search criteria (such as first and last name...)
- Address
Other Search Criterion
The following are the other search criteria that can be used to locate a transaction. Please note that the following criteria may bring up several results when used by themselves. These options are more useful when using 2 search criteria.
- Model Number
- Agent Initials
- Call Type
- - Allows the agent to search for the call type (Example: email, phone, fax...)
- City
- Disposition
- - Allows you to search for the contacts disposition (Example: Resolved Issue or Exchange Unit)
- Reason
- - Allows the agent to search for the contacts reason (Example: Inquiry - Donation Request)
- Zip Code
Steps for using Search
Every time we are contacted by a consumer via telephone or email, the agent should check for a previous transaction. This will save time and leave less margin for error.
When searching for a consumer the agent can use up to 2 search criteria (For example, the agent can search by the consumers Last Name and First Name).
- Step 1
- From the Contact Manager Lookup Screen, select a criteria from the 1st drop down box (listed under "Select Search Criteria" on the bottom left of the page)
- Step 2
- In the middle drop drown box (directly adjacent to the criteria you just selected) you can choose
- Equal To (this is the default)
- Searching for the EXACT information. For example, if searching for the last name Smith, only transactions with Smith as the last name will come up. If it says Smiths, it will not show up in the search results.
- Starts With
- Searching by what the information starts with. For example, if searching for Smith in the last name, everything that begins with Smith as the last name will come up (e.g. The last name Smithers will show up).
- Ends With
- Contains: Searching by what the information contains. For example, if searching by 441 in the zip code, every zip code entered in Contact Manager that contains 441 will show up (whether the numbers are located in the middle, beginning, or end)
- Step 3
- Type in what to search for
- Step 4
- If you are not using a second criteria then click the find button.
- If you are using a second criterion, click the little box next to “Select second criteria” then follow the same procedure to select the search criteria drop down box, enter the information, and press the find button
Please Note: Located between the search criteria fields there is a field that says “And”. This field can be changed to “Or”. When searching by two criterion. The agent CSR can have the results include both criteria (AND) or include at least one of the criteria (OR).
- Step 5
- If a transaction or multiple transactions show up in the search results
- Review the transaction to make sure that it is what is needed then double-click it to pull it up in the Contact Manager
- If no transaction is found, create a new transaction
Example
