Response Best Practices
When working with Responses, it is important to ensure a SPoC creates a Process or workflow. Process steps fire in order one at a time, creating tasks for the Responses. Process steps need to include how to follow-up with a response until it is closed.
Response Workflow Example
Once a Response is assigned, an email is sent providing information necessary for follow-up. An email notification will be sent daily until the Response has been completed.
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When a Response task displays on the Home page, navigate to People Lists and click the Responses page.
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Change the View to "Waiting on Me".
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Click the Response to open it. If previous contacts have been made, there will be a date in the "Last Follow Up" column.
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Follow up with the individual via call, email, letter, or other method.
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Click the Follow Ups tab, then click New:
- Add Follow Up Date.
- Designate the Action (call, email, or other method).
- Enter Notes.
- Click Save.
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Continue adding Follow Ups until you have successfully completed the Response.
Completing the Response
If contact attempts were successful, complete the Response:
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Edit the Response record.
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Select the appropriate Response Result (Placed, Info Sent, etc.).
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Click Complete.
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Click Save.
If contact attempts were unsuccessful, click Complete. This does the following:
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Closes the task (yellow dot turns green).
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Changes the response Closed field to "Yes", removing the Response from the "Open" View.