Subsequent Referencing

[Former Member]

Hi

We want to link an existing interaction record to already existing sevice ticket. i have alredy create an object relationship profile for Service and updated the transaction type with the relevant profile.

So, how do i link an interaction record with the service ticket?

Thanking you in advance

Shakes

[Former Member]

Can you elaborate your Process Flow . i am not sure the Object Relationship profile can be of much help if you are trying to automatically create the Relationship. Let me know.

[Former Member]

Our process goes like this: A customer calls in to order a product and a contact centre agent create a sales order and give a customer a refernce number. After a couple of days, the same customer calls in to enquire about the delivery of the product, the contact centre agent creates an interaction record.

Now we want to link the interaction record to the sales order or any previously created document like service ticket.

Regards

Shakes

[Former Member]

Normally , when we create a follow up document CRM automatically establishes the Link and you can see that in the 'Document Flow'.

In Service Ticket Link for IC Web, we have a view 'Partner and Follow-up' , if you navigate to the Follow-up Link , you can Select 'Interaction Record' from the Transaction Type Dropdown and create a Follow-up Document , this will automatically establish the Link between the Service Ticket and the Interaction Record .

If this is not the current Process Flow for you , then you have to look if IC Web have a Out-of-the Box functionality for Creating Follow up's from the Sales Order...etc view .

If the View doesn't have the Functionality , then a Custom Development can be always made to establish this link . This happens thru 'Doc Link' Functionality for CRM One Order .

Let me know if this helps.