Using Case Abandoned Reasons

Introduction

When your product is not proceeding for any reason, finova CRM allows you to set a 'Case Abandoned Reason' against your product. This allows you to record a reason for the case not proceeding for accurate MI. Additionally when abandoning a case you can automatically move the case to a different stage.

User Permissions

The ability to log a Case Abandoned Reason is held within the View Profile of each product.

By default this option should be enabled for all user groups, however if you do not see this option then check System Settings - Products - View Profile (per product) and ensure the highlighted permissions are set to the “tick” option

As a user you are also able to edit the Abandoned Reasons that you are recording for more accurate MI

Enable the permission ‘Can edit abandoned case reasons’ if not already done so

Home > System Settings > User Permission Groups & Set Permissions > Click edit on the user group you wish to update

Open your Case and navigate to the Product tab required

Within the Application Details panel check the box 'Case Abandoned' so to present the additional data capture fields

Add the relevant information to record the abandonment of the accessed product

Using the above permission you are able to edit the ‘Case Abandoned Reason’ options from within your System Settings

When creating/updating the Abandoned Reasons you have the option for the system to “automove” the product to a stage upon saving a case abandoned