Managing Contact Requests from iWeb

When a new contact request is received, the first step is deciding which department the request should be routed to and then entering the contact’s information and request into netFORUM Pro. There are two ways the contact request can be entered. The first is to navigate to the appropriate department's profile and add the request. The second, is to navigate to the individual (or organization) profile of the party making the request and add the contact request.

Adding a Contact Request to a Department Profile

To add a new contact request to a department profile, complete the following steps:

1. Locate the Department Profile that the contact request should be filtered to. For example, a request for a list of members of a specific committee might be filtered to the Committee Department.
2. Click the Add Contact Request icon on the Action Bar of the Department Profile to create a new contact request from a Customer for that department. The Contact Request pop-up window appears.



You will notice the Department/Subject field is already complete and cannot be changed. This is because you accessed this form from that department profile meaning this request will automatically be assigned to this department.

3. Enter a portion of the individual's (or organization's) name that is making the contact request in the Sort Name field.
4. Click the Search icon. A list of individuals (or organizations) matching your search criteria will appear.
5. Click the GoTo arrow next to the customer who is making the contact request. The name of the customer will populate the Sort Name field.
6. Enter the date of the contact request in the Contact Date field by clicking the calendar icon and using the calendar control, or by manually entering the date.
7. Expand the Topic drop-down menu and select the topic of the contact request.
8. If known, you may expand the Staff Assigned drop-down menu and select the staff person who will handle this contact request.
9. The Action Taken and Close Date fields will most likely not be completed at the time the contact request is entered.
10. If there is any special information that should be included with this request, it may be entered in the Note field.



11. Click the Save button.
12. Expand the Contact Request child form to see the newly added contact request.

Adding a Contact Request from an Individual (or Organization) Profile

Contact Requests can also be added directly from the Individual or Organization profile from the customer making the request.

To add a contact request from an individual or organization profile, complete the following steps:

1. Navigate to the individual (or organization) profile for the customer making the contact request.
2. Click the Other tab located in the child forms section of the profile page.
3. Click the Add icon located on the Contact Request child form. This will open the Contact Request pop-up window.



4. Expand the Department/Subject drop-down menu and select the department the contact request is to be routed to.
5. The Sort Name is populated with the individual (or organization) name and is not editable. This is because you clicked the add icon from that specific individual (or organization) profile.
6. The Contact Date will default to today's date, but can be modified.
7. Expand the Topic drop-down menu and choose the topic the contact request relates to.
8. If known, you may expand the Staff Assigned drop-down menu and select the staff person who will handle this contact request.
9. The Action Taken and Close Date fields will most likely not be completed at the time the contact request is entered.
10. If there is any special information that should be included with this request, it may be entered in the Note field.



11. Click the Save Contact Request button.
12. Expand the Contact Request child form to see the newly added contact request.

Adding Demographics to a Contact Request

You may also provide additional information by way of custom demographics at the bottom of the Contact Request form. These custom demographics are set up on the various department profiles and will be displayed whenever a contact request is made for that department (based on the demographic settings.)

To add a custom demographic to a contact request, complete the following steps:

1. Open the department profile for the department that will use the custom demographic on its Contact Request form.
2. Click the Setup Demographics hyperlink located near the top of the Department Profile. This will open the Demographics Setup pop-up window.



3. Enter the name of the custom demographic in the Caption field. This is what will be displayed to the user.
4. Select the order in which the custom demographics should be displayed by entering a number in the Order field. Lower numbers appear first.
5. Click the Show Internally check box if the new custom demographic is to be displayed when a contact request is made in iWeb.
6. Click the Show Externally check box if the new custom demographics is to be displayed when a contact request is made in eWeb.
7. If the custom demographic requires more of an explanation, click the Add icon to enter a longer description for the new demographic.



In the example above, a Request Meeting Minutes check box has been set up to allow individuals (or organizations) making a request of the Committees department to request meeting minutes.

Whenever a Committees contact request is made, the user will see the following check box on the Contact Request pop-up window.

Note: When adding a Contact Request from an Individual (or Organization) Profile, once the Department is selected on the Contact Request pop-up window any demographics associated with that Department will be displayed on the form.