Working With Follow Ups

Follow-ups are used to define and track actions that need to be performed on a customer account.

How to Access

You can access the Follow-Ups page:

• from an existing Follow-Up on the Account Summary InfoCenter  

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  In this case you'll see just the follow-up you selected on the Account Summary.

  OR

• from the Customer menu by choosing Account > Follow-ups.

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  In this case you'll see all Follow-ups on the account. Click through the list to display each Follow-up's details to the right.

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  OR

• Use the Applications menu SEARCH option - To perform a search:

1. Click SEARCH in the Applications menu.

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2. Click the down arrow to show all search options.

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3. Choose Follow-Up. Enter one of the criterion as indicated in the search field, or click More Options.

   • Closed follow-ups are filtered off by default. You can choose to include closed follow-ups.

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   • You can multi-select the Assigned To field. This allows searching for follow-ups assigned to specific users and/or groups.

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   • Overdue follow-ups are marked with and display Overdue hover text.

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   • The default sort order of the results shows the oldest follow-ups first.

4. If multiple items are returned in the search results you can click a link in the Follow-Up column to go directly to that item, or click a link in the Account Number column go to the applicable Account Summary.

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Using the Follow-Up Page

Select a specific Follow-up to work with by clicking through the list on the left.

The default view filters off closed Follow-ups with an option to include closed Follow-ups. Overdue and closed Follow-ups are clearly marked.

• A button is available for closing an open follow-up.

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• The Description and Journals links let you alternately view the Description or view/add Journals on the selected Follow-up.

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• You can view/attach a document on a selected Follow-Up by clicking the paper clip.

• To add a new Follow-up click NEW. To edit an existing one, select the Follow-up from the list on the left and then click EDIT.

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  Enter Follow-Up information in the Add/Edit dialog.

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  Type	Select from the drop-down list.
  Status	Select from the drop-down list.
  Assign To	Specify the person or group responsible for working this Follow-up
  Description	Describe the purpose of this Follow-up
  Date	Date the person/group assigned to this follow-up needs to take action on this follow-up.
  Display In InfoCenter	Choose whether or not to display this Follow-up in the Account Summary InfoCenter

• You can also search for an existing Follow Up by ID, Type or Status, or click More Options to select from additional search criteria.

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