CRM › Service & Engagement
Service & Feedback
Front-line requests, consent, and what people tell you.
In CRM → Service & Engagement · 5 screens
RecordsConciergeQuestions and needs from people who are not yet, or no longer, customers — with an SLA on the reply.OpenRecordsSurveys & FeedbackNPS and satisfaction. A detractor raises an intervention rather than sitting in a report.OpenViewSurvey ResponsesEvery answer, classified. Promoter, passive or detractor is computed, not typed.OpenRecordsCommunication TemplatesReusable messages with merge fields, so what is sent is consistent and reviewable.OpenRecordsCommunication ConsentWho may be contacted, on which channel, for what, and on what lawful basis. Campaign builds exclude anyone who has opted out.Open
Columns, fields and actions
| Screen | Kind | What it is | Columns | Fields | Actions |
|---|---|---|---|---|---|
| Concierge | List | Questions and needs from people who are not yet, or no longer, customers — with an SLA on the reply. | 10 | 10 | 1 |
| Surveys & Feedback | List | NPS and satisfaction. A detractor raises an intervention rather than sitting in a report. | 12 | 13 | 1 |
| Survey Responses | Read-only list | Every answer, classified. Promoter, passive or detractor is computed, not typed. | 8 | 0 | 0 |
| Communication Templates | List | Reusable messages with merge fields, so what is sent is consistent and reviewable. | 7 | 8 | 0 |
| Communication Consent | List | Who may be contacted, on which channel, for what, and on what lawful basis. Campaign builds exclude anyone who has opted out. | 9 | 8 | 0 |