call templates determining which partitioned customer data to use please be implemented

 

Can the feature of call templates determining which partitioned customer data to use please be implemented.

 

We currently have 2 customer partitions, both with their own customer records which are not mutually exclusive. i.e. A user can have the exact same name, address and contact details in both partitions. When a call is loged via email, the call template tries to match the email address against a customer record. It does this by picking the first record it finds, irrespective of the partition the call template is on, or the partition of the customer record. So can cause an issue where the call is for partition A, but it is using customer data from Partition B.

 

This throws out call reporting and call searching, as only admin users are in both partitions. So we have cases where an officer in partition A cannot find a call they raised via email as they do not have permissions to see the partition B customer record, which means they can not search for that call.

 

It would seem logical for the call template to identify its partition and be able to use that partition's customer data and not use the first record it finds. Or even be able to assign the partitioned customer data to use when creating/editing a call template, which would keep the call templates themselves system wide as they seem to be now.

 

  • Guest
  • Jan 13 2016
  • Reviewed by Alemba Product Manager
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