Customer Context Gadget: Move an Activity

Move an Activity in the Customer Journey

Move an activity in the customer journey when the Customer Context gadget:

  • Assigns an activity to a recent request, but the customer contacts you about a different issue.

  • Assigns an activity to a new request, but the customer contacts you about an existing open request.

  • Does not assign an activity to a request.

Use the drag handle to move an activity to a new or existing open request in the customer journey. Use the Move Activity button to move an activity to a different customer.

You cannot move an activity in the customer journey if the activity is associated with a closed request.

You can only move an activity to an existing open request or to a new request in the customer journey. You cannot move an activity to a closed request. Use the Move Activity button to move an activity to a different customer.

Move an Activity to a Different Customer

Move an activity to a different customer when the Customer Context gadget automatically assigns an activity to:

  • A new customer, but a customer record already exists for the customer.

  • An existing customer, but the customer is new.

  • The wrong customer.

You cannot move an activity to a different customer if the activity is associated with a closed request.

Use the customer management pane to search for customers. For more information, see Search for a Customer.

To move an activity to a different customer:

  1. Click Move Activity.

  2. Select the customer that you are moving the activity to. You can use the search bar to search for a customer or select a customer from the Open Customer Records list. Selecting a customer from the search results or the Open Customer Records list displays customer details.

  3. Click Move. The Customer Context gadget displays the customer that you moved the activity to.

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