Viewing Customer History

The Customer History section of the Customer pane enables you to track the record of all past activities and cases associated with the customer of the selected activity. You also get an account of how the past activities had been handled.

The history of all the previous activities handled for a customer can be tracked through the Customer History section of the Customer pane. You can also filter or search this history to quickly locate a specific case or activity.

To view customer history:

1. Navigate to the Customer pane.

2. Go to the Customer History tab. This section allows you to view a list of all previous activities and cases of the customer.

3. Each of the entries can been expanded to see more details. You can also click the customer name, activity ID, and case ID to expand the details into a full-screen view. From the full-screen view you can undock the page and view it in a separate window.

   You can view the associated Activity Details, Activity Body, Case Details, Classifications, and Audit information for the activities and cases associated with the customer.

To filter or search customer history:

1. On the Customer History tab, select the Cases or Activities tab, depending on which list you want to filter.

2. Click the Search icon next to the Cases and Activities tabs.

   What happens next depends on whether you are filtering cases or activities:

   • Activities: The Filter Activities dialog box opens and first asks you to select an Activity Type — Call Track, Chat, Email, Social, Task, or Web Activity.

   • Cases: The Filter Cases dialog box opens directly with the filter criteria grid, since cases do not have sub-types.

3. If you are filtering activities, after you select an activity type the dialog box relabels itself (for example, Filter Activities: Email) and shows the filter criteria grid for that type. Click the back arrow at any time to return to the Activity Type selection.

4. In the filter criteria grid, each row lists an Attribute you can filter or search on, along with its Operator (such as Exactly, Contains, or =) and a Value field. Use the AND/OR column to control how multiple criteria are combined.

5. For all activity types, the grid includes a Department name attribute. The department you are currently working in is selected by default. Depending on how your administrator has configured the Departments shown in Customer History Filter partition setting, this attribute lets you choose either:

   • Only the departments shared with you, or

   • Any department in the system, including an All Departments value. If you filter on a department you do not have access to, you can still see summary information for its cases and activities, but you cannot open the full case or activity details.

6. When the activity type is Email, the grid also includes To email address and From email address attributes. Enter the address as free text, or select it from a drop-down list if your administrator has restricted these fields to a list of configured department email addresses using the Restrict customer history filter 'To, From' email addresses setting.

7. Click Start Search to run the filter, or Reset to clear all the criteria you entered. Matching records appear in the Results section at the bottom of the dialog box.

Related Topics

• About Customer Types

• Creating Customers

• Adding Customer Details

• Changing Customers

• Deleting Customers