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Correspondence |
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This category should be used for saving any type of correspondence received from customers, such as letters, emails, fax messages, or even delivery information of received parcels such as returns.
While this category can be used completely independently, it’s also possible to use it in conjunction with the other categories in this folder, Customer Request and Service Ticket, to create a type of customer file. This may be done, for example, by automatically linking these three categories by adding a field such as a “Customer ID”. It’s recommend to make this field unique to prevent duplication and ensure documents across categories are linked correctly.
A few points to keep in mind with this category:
Customer Name – This is a free text field. The yellow highlighting indicates that it is a mandatory field. This means the field requires a value to be entered in order to save the document. This field also contains automatic links to other categories. This means that documents which share the same value for this field will be automatically linked across categories, making it easier to find related documents. This field is linked to the field Customer Name in the following categories:
Date Received - This is a date field. The yellow highlighting indicates that it is a mandatory field. This means the field requires a value to be entered in order to save the document.
Mail Type - This is a keyword dictionary, a field which only allows users to select values from a pre-determined list. This field uses a pre-existing keyword dictionary called Types of Mail. Although the entries in this dictionary can be modified and added to, the default values are:
•Courier
•Fax
•Messenger
•Other
•USPS
Mail Processed – This is a checkbox whose default value in ‘unchecked’. A user should check this box once the mail has been processed. This makes it easier to sort and find documents that have not been processed yet.
