It is now becoming commonplace for firms to institute certain protocols where they require staff to contact clients on a regular basis or even on a set schedule. When such calls are made, the normal procedure would be for the staff to document the activity. This is most commonly done by entering an appropriate note in the file. Managers and Supervisors typically want some way of tracking those calls, or at least that the call was documented and may want to be able to generate an appropriate report.
There are several ways to accomplish this in SmartAdvocate and the method implemented will depend on how elaborate you want the process to be. It can range from the more complicated options, i.e., creating Status Types, etc. to the simple options of using a Note Type.
Let’s look at the Note Type option.
First, you will need to create an appropriate Note Type (if one does not already exist). You may also want this Note Type to be solely used to track those “Client Called”.
To create a new Note Type, Go to Admin > Picklist Maintenance > Note Types
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Thereafter, the staff would simply enter that note when the client is called.
You may even consider creating a “Quick Note” so that the text of the note can be entered without having to type the content of the note itself.
To create a Quick Note, go to Admin > Picklist Maintenance > Quick Notes
To use the Quick Note option to enter the note in the file, the staff member would simply choose Quick Note on the tool bar and select the appropriate Quick Note.
Use the Tools > Notes Search function to run a report of the Client Calls made.
To do so, go to Tools > Notes Search and filter for the Note Type specified above. You can filter by staff, i.e., search for notes entered by an individual staff member, filter by date range, etc.
You can even have the report emailed to you on a schedule you select by “Scheduling” a Notes Search Report.
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