R21 p2 - Customer contact feature
Version: 5.1
Release Number: 21
Patch: 2
Title: Customer contact feature
Application Category: Other, CS Functionality (1)
Patch Type: Feature
Description:
Enhanced customer contact features:
- Added a new Correspondence tab which can show email conversations to and from a customer. Note, the tab itself was available for Customer Portal users in previous releases, but it only showed incoming messages sent to a help desk inbox via the Portal.
- Added new Send Email feature (shown on the Correspondence tab). Emails can be sent to customers (using the email address stored on their customer record, from a designated CS Email profile (which can be configured in the system preferences)
- Replies are automatically collected by the system and displayed on the customer correspondence tab as soon as they are received.
- The CS Agents home screen will show a summary list of unread emails (based on customers they have contacted before), so they can easily find and respond to them.