Table of Contents
About Agile CRM – Outbound
Agile CRM – Outbound refers to CRM actions associated with customer responses and outside tasks rather than strictly internal actions. See below for detailed instructions on how to complete select Internal CRM Actions.
Make a Call
You can place a call directly to the customer from the Agile CRM page or direct from your Ring Central App.
- Locate the customer’s telephone # in their CRM Profile. It is located on the left-hand side of the page.
- Hover the cursor over the telephone #. Two icons will appear on the right-hand side of the telephone #.
- Select the arrow icon farthest from the telephone #, it should look like your Ring Central Icon. Your phone App should appear with an active call.
Send an Email
You can place a call directly to the customer from the Agile CRM page or direct from your Ring Central App.
- Locate the customer’s telephone # in their CRM Profile. It is located on the left-hand side of the page.
- Hover the cursor over the telephone #. Two icons will appear on the right-hand side of the telephone #.
- Select the arrow icon farthest from the telephone #, it should look like your Ring Central Icon. Your phone App should appear with an active call.
Respond & Close a ticket
CRM Tickets are email messages from customers to help@sjolieinc.com. You will need to respond accordingly to each incoming ticket. Tickets should be completed within 30 minutes of receiving. Tickets from over the weekend should be completed no later than noon the following business day.
- Select the ticket that needs a response
- Begin typing your response. Use as much information as possible. Include an attachment if necessary.
- once you’re ready to send, select the drop-down icon below the message next to “send reply”. Select “send a reply and close ticket”
- Your response has been sent. The page will direct you to the home screen or the next available ticket.
Close a ticket, while leaving a note
In some cases, you may need to close a ticket without responding to the ticket message directly. You can do so while leaving a note directly attached to the ticket message.
- Select the ticket that needs closing
- Once on the main screen; locate the “notes” tab and click
- The response box should be highlighted yellow
- Leave a brief note, include your initials and the date.
- Once done, select the drop-down arrow and click “add notes and close”
Closing Spam Tickets
- Navigate to the service ticket page.
- Scan the list of open tickets and selectively check spam tickets
* Look for unrealistic names
* Password changes
* Unrelated subject titles
* Non-Action like requests
* Automated System Notifications - Open tickets individually, if needed, to confirm whether the ticket is spam or a ticket that needs our assistance.
- Once you have selected your spam tickets, select the Close button – do not delete any ticket.
- When the small pop up appears, select the purple Close Tickets button to confirm the action
- Refresh the page if needed.
- Repeat throughout the day.
