1. CRM ASB Training Guide:
Glossary
August 2017

2. New Case Page
When creating a new case, you will be presented with a CRM page as follows:

3. The Process Bar
The purple ribbon is known as the PROCESS BAR. It separates the process into manageable sections. The active section you are working on is coloured purple. You must complete the questions left to right within each section before moving across to the next. Answering some fields in a certain way triggers the next action.
Hint: It is better to tab between fields as this helps the process flow over the page.

4. The Form
The area below the Process Bar is known as the FORM. Any information populated in the process bar will automatically appear in the Form.

5. The Burger Bar
The so called Burger Bar takes you to different sections on the FORM quickly (as opposed to scrolling down).

6. Activities & Notes
The ACTIVITIES section lists Action Requests that have been completed or are still active. Completed action requests are shaded out.

7. Action Requests
Action Requests are mostly triggered automatically as part of the process so as one is Marked Complete, the next action is auto generated. There are exceptions where you can manually pull in an action request. These are found as a drop down in the purple box entitled Action Request.
Clicking here creates a new box with the drop down options for manual selection (right). Select and Submit to create in your list of Activities.

8. Web Messages
Messages can be sent to and from the customer’s online account. To create a web message from the CRM case, in the ACTIVITIES section, click the three dots … to add more activities. Select Web Message.

9. Web Messages
Complete your message – don’t forget to Save and Close!

10. Activities & Notes
The NOTES tab holds all documents that have been sent out to customers. You will find customer response letters in here.

11. Save
Save – Don’t forget to save the case and each stage after completion!
Hint: You can also Save by selecting Ctrl S or by clicking on the disc in the bottom right hand corner of the screen.