The Problem Source features on all Problems, helping you record where the customer's query derived from. For example, did they call in about it or did they send an email.

Prerequisites

  • You'll need CRM Admin rights in order to follow the steps in this article

Step 1: Go to Settings Centre

To edit your Problem Sources, click on the settings icon in the bottom left-hand corner of the CRM.

Step 2: Navigate to Service in Settings

Once within the Settings Centre, navigate to the Service page and scroll down until you reach the Problem Source configure option.

Step 3: Configure Problem Sources

By selecting the 'Click here to Configure' link, the Configure Problem Sources window will open. Here, all of your current Problem Sources will be listed. To add a new one, simply click on the plus icon in the top right-hand corner. 

Step 4: Add Problem Source Details

You'll now be able to start filling out information about your new Problem Source. The Description should be relevant for all CRM users e.g. 'Telephone'. Once happy with the information entered, click 'Create' and your new Problem Source will be created.  

To obsolete any Problem Sources, click on the pencil icon for the required Problem Source and select 'Obsolete'.

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