A Customer Contact May Trigger Reminders

If you want the system to remind you (via a To Do entry) about a customer-related issue, you can set up a "reminder" on a customer contact. To do this, follow these steps:

• Determine if you need a new customer contact or if you can reuse one that already exists. If you need a new customer contact, use any of the "online methods" described under How Customer Contacts Are Created.
• Add an entry to the customer contact's log. This log entry should be set up as follows:
• • If the To Do entry should be addressed to a specific user, choose a Reminder type of Send to User and enter the user's User ID.
  • If the To Do entry should be addressed to a group of users, choose a Reminder type of Send to Role and enter the user group's To Do Role.
  • Use Trigger Date to define the latest date on which the To Do entry should be created. The reason we indicated this should be the latest date is because the background process that's responsible for creating these To Do entries has a parameter called "lead time". This parameter is used to define the number of days before the Trigger Date that the To Do entry should be created. Note, the batch control ID of TD-CCCB is used to refer to this background process.

A To Do entry will then be created on a future date.