Interaction team

Processing Emails (not threaded)

Aim:
The aim of this document is to show you how to take an un-threaded email in the inbox to work on, how to locate your customer’s account, how to create a reply and to explain the impact of threading on our processes

(For information relating to how to find your work in the Inbox please see separate procedure)

Background

Emails can come into the CRM system through any of the agreed email accounts (see separate document)

When someone sends us an email they receive an automated response to inform them that we have it and will respond as soon as we can. It also provides some useful web links.

CONTENTS

Select an email to process

Identify your Business Partner account

Selecting or creating a ticket for your enquiry

Adding an email to your ticket

Create an email reply

Processing Voicemail Messages

Processing Faxes

Complete and close the Service Ticket

Appendix A

  • Creating multiple STs, sending your reply linked with multiple tickets for one or multiple teams
  • Attaching an email to multiple Business Partners

Appendix B

  • Archive: Alternative method of selecting email to process

Select an email to process

Once you have performed one of the agreed searches and have a list of emails you wish to process you need toaccess the email by‘Interacting’ with the email.

Screen: Inbox

  • Click in the blue ‘E-mail’ text to view an email before committing to processing
  • View the email and decide if you will continue to process it
  • Click ‘end’

If you do not wish to process the email, you have already ‘ended’ and may move on. If you wish to process the email:

  • Highlight the item by clicking on the blue square to the left
  • Click ‘interact’ (this assigns the email to you and you must now continue. If for any reason you can’t - you must as a minimum confirm the Business Partner and create a Service Ticket - either assigned to yourself or transferred to the i-team for others to process)

Note: Please see Appendix B for an alternative process of viewing and selecting an email to process.

Identify your Business Partner account

When you have clicked ‘Interact’ the CRM System automatically searches for the account based on the email address. It may find no matches, a single match or multiple matches.

  • Identify the correct account or click ‘reset’ to search for another account. See Business Process “Search and Confirm Business Partner” for help.
  • Click ‘Confirm’ when you are sure you have chosen the correct account.

Note: At this point use any information within the email received to update the customer’s account where that customer has a BP account number beginning with a 9 (i.e. they don’t have a master record in SLM). If the BP has the name ‘Name Waiting’, please update this info if you have it or request it in your response. If you add a name, also change the Contact Permission to ‘Allowed’.

Selecting or creating a ticket for your enquiry

*Always create a new service ticket for SWH and Careers interactions where the ticket will be transferred to the functional team.

Screen: Identify Account

  • When you confirm an account, the system shows you the four most recent tickets at the bottom of the screen in the Last Interactions area
  • Choose an appropriate existing ticket by clicking the blue square to the left

Or

  • Create a new ticket by clicking ‘Service Ticket’ on the left hand menu

See Business Process “Check for and Review Existing Service Tickets” for help.

Adding your email to a ticket

Once you have located or created a ticket for this enquiry – you need to attach your email to it:

Note: Does the ticket already have an employee or group responsible?You may need to re-set ticket back to this status.

  • To attach the email to the ticket, click on the Change button (left of screen – see below). This sets the Employee Responsible to you and the Responsible Group to your team.
  • If you are not completing the ticket and intend to just update it, add information to the notes field about the update and re-set the employee and group responsible to how it was before you clicked Change.
  • If you are completing the ticket you don’t need to re-set the employee and group responsible.

To access the email again

  • Within the ST, click on Business Context
  • From the listof items shown, select the relevant email to go to the Email screen and create your reply.

Note: if you have not viewed any other emails during this process, you may simply click on ‘email’ from the left hand menu rather than accessing via the Business Context

Create an email reply

See iTeam Create a new email reply.docx

Processing Voicemail Messages

Refer to "Process a Voicemail”

Processing Faxes

Faxes sent to the 0191 2088484 number come through to an attachment to an email. We will process these as emails by interacting, confirming the account, creating a ST and doing what is required to respond to the customer enquiry and complete the ticket.

Note: We would not print these faxes unless necessary as they are attached to the ST.

  • When you open the ST – you need to set the Source of Enquiry to Fax as this is not picked up automatically.

Wrap up the Service Ticket

  • Before closing the interaction, make any necessary changes to the ST e.g. status, outcome, notes or transfer to another team.

See procedure for ‘Creating a Service Ticket’for guidance or ‘Transfer a ST’ should you need to pass this ticket on.

  • When done, click END

Warning: if you do not click End – anything you do in the Interaction Centre after this task will be joined to this activity and it is not possible to undo this.

Appendix A

Aim:
This document provides some tips to help you process multiple tickets and deal with their email replies.

Usingmultiple tickets

Inbound email where multiple replies required to customer including response from I-Team:

  • It is possible to create multiple tickets from one inbound email. Once you have interacted with an email and attached it to a BP then Service Ticket, Click on the ‘New’ button shown below and a new Service Ticket will be created with the original email attached to it.

  • It is possible to create multiple Service Tickets with the I-Team. E.g. One email received regarding three different areas but all answered by I-Team.
  • It is also possible to create Service Tickets to go to different teams. E.g. I-Team to answer a query then send other queries for different teams via In Process Service Tickets.
  • If we expect a reply from enquirer use ‘Reply’ email address. If enquiry is now complete use ‘No reply’ email address.
  • IMPORTANT- Any replies will be automatically threaded to the original ticket and the email will show in the Business Context of that Service Ticket. If new email is about a new topic then a new Service Ticket would need to be created.

Using multiple Business Partners

  • You may receive an email that needs to be attached to multiple Business Partners. In this case, you should to save the email and/or attachments as a separate file (e.g. Word document) and upload this file to Service Ticket. You should not interact with the email and attach it to multiple Business Partners as this will link all of the Service Tickets together.

An important rule is – if complete use no-reply email address, if in process use reply email address.

Appendix B

Aim:
Archive for alternative method of selecting an email to process. This is a little lengthier and therefore not used by I-Team but may be useful for alternative methods of working in CRM.

Alternative method to select an email to process

Once you have performed one of the agreed searches and have a list of emails you wish to process you need to access the email. ‘Interact’ with the email.

Screen: Inbox

  • Highlight the email by clicking on the square to the left
  • Click ‘Reserve’ (this stops anyone else from trying to do this piece of work)
  • Click ‘Display’ (this allows you to view the work before committing to processing)

Reset Reservation

At this point, If needed, it is possible to remove yourself as the responsible employee and put the email back in the list of unprocessed work (this should only be used in unforeseen circumstances e.g. you are asked to cover another area urgently). To do this:

Screen: Inbox

  • Highlight the item by clicking on the square to the left
  • Click ‘reset reservation’
  • If continuing to process work - Click ‘Interact’ (this sets the email as assigned to you and you must now continue. If for any reason you can’t e.g. asked to cover another area as matter of urgency – you must as a minimum confirm the Business Partner and create a Service Ticket leaving it assigned to you)

This will take you through to a screen which shows the email, any attachments the customer has sent, and shows the Identify Account screen so that you can select the correct Account.

Last updated 25/02/2015