CRM ASB Training Guide: Creating & Managing an ASB Case August 2017

Start Interaction Search for your customer from the main dashboard, click on Yes to Verify Customer, then click on Start Interaction.

Event Tile Select ASB tile:

Process Bar The Process Bar is the purple ribbon along the top of the form. Fill in each section of the process bar answering questions left to right. Hover over the text to see the question in full. Hint: The section of the process bar you are working in is highlighted purple (the other sections will be grey)

Process Bar When you reach the end of the page, click Save to produce a grey scroll bar allowing you to continue completing the fields towards the right hand side of the screen. Hint: Using Tab to move along the fields helps the process flow well. Scroll Bar

Process Bar Main Category – if you know the category, type it and press enter twice to display. Otherwise, clicking on the magnifying glass lists the first ten categories; for more, scroll to the bottom and select Look up more records

Process Bar This opens a new window with all the categories – click to the LEFT of the category to select, then click Add. Hint: Clicking on the name of the category in error (rather than to the left of it) will generate a new window which you’ll have to close.

Process Bar Is Other Party Known – this should be Yes when the complainant knows the name of the alleged perpetrator and they are a Salix tenant. A field will display called Alleged Perpetrator with a Lookup to the Contacts. Click Look Up More Records to find the Salix contact within CRM.

Process Bar Add the alleged perpetrator’s name in the Search field and tick to the LEFT of the contact to select, then click Add.

Process Bar If the complainant doesn’t know the name of the alleged perpetrator, but knows where they live or can give a description, enter this information in the Perpetrator Description field.

Process Bar The field ‘Site Visit?’ is for 1st Response; clicking Yes produces a new section on the process bar which 1st Response complete out of hours if the complainant lives in a high rise block.

Process Bar Was the query resolved right first time should always be Yes as you have taken the initial report of ASB and the first stage is complete. Selecting Yes to Send to Neighbourhood Officer will send the case to the Dashboard of the neighbourhood officer (according to patch) for attention. Press SAVE.

Dashboard From their dashboard, the neighbourhood officer will pick up the case and click into it to open the case and see the details.

Process Bar Once open, the neighbourhood officer will click on the section Investigation and answer the question Is this ASB? to confirm the case. Save the case.

Activities & Notes Once the case has been Saved, the Activities section will need refreshing to display the first action request. To do this quickly (without refreshing the whole page), click on NOTES and again on ACTIVITIES. This will display the first action request. Completion of action requests triggers the next to lead you through the process.

Additional Categories Additional categories can be created from the FORM. Click + to add a new category to the case.

Documents Once the relevant field has triggered a template letter throughout the process, you will see the letter template information displayed in the Burger Bar (only documents relevant to the complainant). You can edit the letter from here, and send it to the complainant’s online account.

Documents Once the letter is ready for sending, select Yes to Acknowledgement Letter to Portal. Hint: Make sure you are completely happy with the content of the letter before sending to the customer’s online account; once sent you can’t take it back!

Documents Once the letter has been edited and sent to the portal, it will save a copy in the NOTES section. Click on the letter title to open as a Word document. Hint: If you are printing the letter to post out, you may need to adjust the formatting a little.

Web Messages Messages can be sent to and from the customer’s online account. To create a web message from the CRM case, in the ACTIVITIES section, click the three dots … to add more activities. Select Web Message.

Web Messages Complete your message – don’t forget to Save and Close!

Risk Assessments To see other areas down the form quickly, click on the ‘burger bar’ and select the relevant section (in this case Risk Assessments).

Risk Assessments To create a new risk assessment, click on the + sign on the right hand side.

Risk Assessments This will open up a new window. Hover over the two dots and click to select whether this is a risk assessment for a victim or perpetrator.

Risk Assessments Complete the risk assessment – it will generate a score and low/medium/high risk category at the end.

Risk Assessments The completed risk assessment will display in the table (if you had chosen to do a perpetrator risk assessment, it would display in the perpetrator section beneath).

ASB Case Relationships: linking cases Cases can be linked together with a Parent and Child relationship. The Parent case is the main case however other cases can be linked. For example if a large case is going through court and other complainants report issues with the same perpetrator, these can be linked to the main case. No information is shared between them, there is just a link symbol to show the connection. ASB Case Relationships section is found on the FORM and accessed via the Burger Bar (or by scrolling). To create a new link, select the + sign and search for the related case.

Case Closure From the Burger Bar, select Closure and complete the fields to close the case. Don’t forget to Save!