Title here
Summary here
Customer Questions
Concepts & Definitions
Customer Questions captures enquiries submitted by customers through the self-service web portal. Each question is logged with the customer’s email address, channel, and the question text. Staff review these questions and can respond directly, publish the question as a Reviewed FAQ (making the answer available to all portal users), or escalate the question into a formal customer case for tracked resolution.
| Term | Definition |
|---|---|
| UserEmail | The portal user’s email address — links the question to a customer if the account is registered |
| Channel | The portal channel through which the question was submitted |
| Question | The verbatim text of the customer’s enquiry |
| Create Customer Case | Escalates the question into a tracked case in the Client Admin module |
| Status | Open, In Progress, Closed |
How To
Review and Respond to a Customer Question
Navigate to CRM → Portal → Customer Questions.
Screenshot: Customer Questions list view
- Select a question from the list to open it.
- Review the question content and the submitting user’s details.
- To close it with a direct response, click Close and enter the response.
- To escalate it into a trackable case, click Create Customer Case — a new case is created in Client Admin linked to this question.
Publish as an FAQ
If the question and answer are useful to other customers:
- Click Close to resolve the question.
- In the Reviewed FAQ section, create a new FAQ entry based on the question and response.
Questions can be bulk-processed using Run All to execute workflow actions across multiple selected records.
Prev
Reviewed Faq