The Contact Method Workflow step is used to record contact attempts made to the account holder or other liable persons on the account(s) and/or case(s). This workflow step provides the ability to log multiple contact attempts to different phone numbers in one workflow.
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Calls and Contacts for User Performance are recorded using the Contact Method Workflow Step. For more information regarding user performance, please see the User Performance Web Part topic within this guide. |
To begin this workflow step, select the contact method from the available options in the Contact Method drop-down list. This drop-down displays all unique phone numbers for the liable persons associated with the account(s) and/or case(s) in context for the workflow.
If contact was made using a number that is not listed in the drop-down, select Outbound Call Other. Select Inbound Call from the drop-down when a liable person initiates the call activity. Selecting either of these options enables the Other Phone field to record the phone number for the liable person.
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The Other Phone field is not editable unless Inbound Call or Outbound Call Other is selected. |
After a contact method is selected, record the result of that contact by selecting an option from the Contact Result drop-down list. This drop-down list contains the contact results configured by the system administrator in System Management > Field Configurations.
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It is from System Management > Field Configurations that system administrators also designate which results are considered Valid Contacts. |
Once both the contact method and contact result are selected, click the 
button.
The information is recorded within the grid at the bottom of the workflow step. To delete the contact information, click the 
that displays:
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Follow the instructions provided in the Instructions box to determine how many contact attempts should be performed before completing the workflow step.
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To complete the Contact Method workflow step, click Go to Next Step.
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If this workflow step requires a user to confirm that the step has been completed, the I have completed this step checkbox must be selected before clicking Go to Next Step.
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