Legacy platform

Creating an alert

Sometimes you must follow up a customer for an order-related issue or notify other users about the issue. In such scenarios, you can create an alert of the required type, assign the alert to a queue, set a follow-up date, and so on.

Procedure

  1. Log on to Sterling™ Call Center. The Home page opens.
  2. In the Related Tasks panel, click Create Alert. The Create Alert screen opens.
  3. From the Enterprise list, select an appropriate enterprise.
  4. From the Alert Type list, select the type of alert that you want to create.
  5. From the Assigned To Queue list, select the queue to which you want to assign the alert.
    Similarly, you can assign the alert to a user.
  6. In the Priority field, enter a value to indicate the priority of the alert that you want to create.
  7. In the Alert Description field, enter an appropriate description for the alert.
    You can also associate the alert with an order, return, or customer.
    • If you associate the alert with an order, search and select the order in the Order Number field.
    • If you associate the alert with a return order, search and select the return order in the Return Number field.
    • If you associate the alert with a customer, search and select the customer in the Customer field.
  8. Click Confirm to create the alert. After the alert is created, the Manage Alert screen opens.
    Note: Fields that are marked with a * are mandatory.

    You can create alerts from the Related Tasks in the context of an order. For example, Order Summary, Return Summary, Shipment Tracking screens.

    If you choose to create an alert from the Related Tasks panel in the context of an order, return order, or from the Shipment Tracking screen, the order number and enterprise details are defaulted in the Create Alert screen. For example, if you click Create Alert in the Related Tasks screen in the Shipment Tracking screen for order number '10001' and enterprise 'Matrix', the order number and enterprise details are defaulted in the Create Alert screen. Similarly, you can also create an alert from the Related Tasks panel in the context of a customer. In this case, the Customer ID and the Enterprise are defaulted in the Create Alert screen. These details cannot be modified.