CRM › Service & Feedback
Concierge
Questions and needs from people who are not yet, or no longer, customers — with an SLA on the reply.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Service & Feedback
- Screen: Concierge
Address in the console: /crm/concierge
List · 10 columns · 10 fields on its form · 3 of them required · 1 action
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Request | Code | request_no |
| From | Code | subject_label |
| Category | Status | category |
| Subject | Text | subject |
| Assigned to | Text | assigned_to_name |
| SLA due | Date and time | sla_due_at |
| Breached | Yes or no | sla_breached |
| Priority | Status | priority |
| Satisfaction | Number | satisfaction_score |
| Status | Status | status |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| From required | Choice | prospect, contact, student, applicant, alumni | |
| Prospect | Choice | Looked up from existing records | |
| Category required | Choice | Configuration list | |
| Channel | Text | ||
| Subject required | Text | ||
| Detail | Long text | ||
| Priority | Choice | low, medium, high, urgent | |
| Assign to | Choice | Looked up from existing records | |
| SLA due | Date and time | ||
| Status | Choice | open, assigned, in_progress, waiting, resolved, closed, escalated |
What you can do here
Resolve primary
Asks for: Resolution* Satisfaction (1-5)
* required
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.