Hello:
I would like to accomplish the following in CRM 4.0:
- have a central customer/case lookup screen where the layout of the screen is basically a blank contact card and the rep. fills in as much or as little as is known about the customer and can either hit "go to customer" and thus run a search or "new customer" to start the customer creation process. on the same lookup screen is an area for looking up cases by number with a button called "go to case"
- assign each customer a number in the format of "CX#nnnnnnnnnn" thus if the customer knows his or her number they can provide that to the rep.
- add "account verification" to customer records so when a customer account is pulled, three options are presented to verify the customer's identity ANI (Caller ID), ASQ (answer the security question correctly), EID (give the employee number if the customer is also an employee -- option only available if employee flag is set) and until one of the verifications is successfully passed no work can be done on the account
- customer alerts: even before any verification prompt shows have a custom message (or multiple messages) popup that the rep. must acknowledge prior to any work actually being done with the account for such circumstances as a customer who requires special handling due to a disability or customer who is known for being abusive towards staff (the list of special circumstances goes on as long as the imagination) and this alert will ask to be acknowledged for each individual note (e.g. one customer can have several notes each of which must be acknowledged individually)