How to conduct consultations using the consultation panel
During a consultation with a client, you can create a new client record in the system and sell a product. You can also interrupt the consultation and continue it at a later time.
Contents
•How to postpone a consultation
•How to handle consultation results
To conduct a consultation with a customer:
1.Click the [Start consultation] button (Fig. 1). The button is available only if the client was found in the database.
Note
If the client was not found, the consultation process will start as soon as the manager clicks the [New customer] button.
Note
After the manager starts the consultation, the contact page will open. The system will automatically create a case, in which all consultation themes will be recorded.
2.Select the product name in the consultation panel block (Fig. 2).
Note
When you click a theme in the consultation block, the system runs the business process specified for that theme in the [Consultation theme blocks] lookup.
How to postpone a consultation
Click the [Postpone] button (Fig. 3) to postpone a consultation for a later time.
The consultation timer will pause and the postponed consultation will appear in the [Continue consultation] block.
Note
The [Continue consultation] block can contain multiple postponed consultations.
Click the [Continue] button in the [Continue consultation] block (Fig. 4) to resume the selected consultation.
To complete the consultation, click the [End] button (Fig. 5).
The status of the consultation will be changed to “Closed”.
How to handle consultation results
After you complete a consultation, a page will open where you can enter the consultation results and close the corresponding case (Fig. 6).
To enter results for the consultation:
1.Click the button on the [Consultation themes] detail.
2.Select the consultation theme in the [Theme] field.
3.Enter result of consultation regarding the selected theme in the [Result] field.
4.Click the [Complete] button.
See also