Add Request

Modules > Fundraising > Constituents > Constituent Profile > Add Customer Request

OR

Modules > CRM > Individuals > Individual Profile > Add Customer Request

A Request is added when an Individual customer asks for something such as membership information or billing information. Requests can also be used to track customer phone calls.

To add a Customer Request, use the following steps:

  1. Go to Modules > Fundraising > Constituents > Constituent Profile > Add Customer Request..

    2. Or

    Go to Modules > CRM > Individuals > Individual Profile > Add Customer Request.

  2. In the Customer section, fill in the following fields:

    3. Field Name Required? Description
    Name N/A This field automatically populates the customer’s name and cannot be edited.
    Organization N/A This field automatically fills when the customer is already associated with an organization in the database. and cannot be edited.
    Request On Behalf Of No This field automatically fills and cannot be edited.
    Preferred Communication Method No Use the dropdown list to select the customer's preferred communication method.
  3. In the Request Activity section, fill in the following fields:

    4. Field Name Required? Description
    Origin Yes Use the dropdown list to select how the request came to the organization.
    Activity Yes Use the dropdown list to select the related activity.
    Reason Yes The selections available here depend on which activity is selected.
    Summary Yes Enter a summary of the customer request.
    Detail No If desired, use this field to record further detail about the request.
    Status Yes Use the dropdown list to select the current status of the request.
    Priority Yes Normal is auto-selected. You can use the dropdown list to select a different priority.
    Date No Auto-fills with the current date. Use the calendar widget or type to enter a different date.
    Correspondence Template No Use the dropdown list to select a template for the member correspondence.
    E-Mail Notification - Automatically Send To Customer No Automatically selected. Click the checkbox to deselect this option.
    Fax Notification - Automatically Fax To Customer No Click the check box if you wish to automatically send a fax notification to the customer (only if your system has a fax integration).
    Automatically Assign Request No Automatically selected. Click the checkbox to deselect this option.
  4. You can use the Assignments section to assign tasks related to the Customer Request to an individual staff member, organization, or group of individuals. To add an assignment, click the Add button , then fill in the following fields:

    5. Field Name Required? Description
    Assign No Automatically selected. Click the checkbox to deselect this option.
    Route to No Use the dropdown list to select an assignee.
    Role No Use the dropdown list to select a role.
    Priority No Use the dropdown list to select the priority level of the request.
    Special Instructions No Enter special instructions, if any.
    Due Date No Use the calendar widget or type to set the due date.
    E-Mail No Automatically selected. Click the checkbox to deselect this option.
    Source Code No Use the dropdown list to select a source code.

    Note: An activity may have one or more related Assignments which will be automatically displayed in the Assignments section when the activity is selected.

  5. You can use the Documents to add a document to the Customer Request. To add a document, click the Add button then fill in the following fields:

    6. Field Name Required? Description
    Include No Automatically selected. Click the checkbox to deselect this option.
    Document# No Use the dropdown menu to select a document number.
    Summary No Automatically fills with the document summary, if any, and cannot be edited.
    Send Via Email No Select the checkbox to indicate the document should be sent via email.
    Send Via Fax No Select the checkbox to indicate the document should be sent via fax.
    Send Via Regular Mail No Select the checkbox to indicate the document should be sent via regular mail.
    Send Web Link No Select the checkbox to indicate the document should be sent via web link.
  6. Click Save. The Customer Request Profile appears.