Editing Incidents

Account managers can react to incidents by contacting customers, documenting consultations, forwarding them to an expert or sending an offer.

To edit an incident:

1. Open the incident.

   Current incidents can be accessed:

   • On the start page (for account managers)

     

   • In the tree view of a person, company or association (Incidents node)
   • By selecting (Collaboration) > Incidents from the menu.

   

2. You following options are available:
   • Change the status of the incident using the Set to ‘In progress’, Set to ‘Done’ or Set to ‘Dismissed’ buttons.
   • Create an activity for the incident. All activities added for the incident are displayed on the Activities tab below the record.
   • Forward the incident to another rep by entering the rep in the Responsible field. You are automatically entered in the Forwarded by field.