List management
List management is the last step before you publish. It controls the rhythm of your project: how often it looks for new cases, how many it sends through, how your workgroup hears about them, and how quickly they need to be picked up.
Set list management rules
Section titled “Set list management rules”- Click List Management - On the project setup page. It opens once you’ve defined your alert rules.
- Set a start date (optional) - See Start date.
- Choose a refresh schedule - See Refresh schedule.
- Choose a piping rule - See Piping rule.
- Choose notifications - See Notifications.
- Choose the SLA - See SLA.
- Click SAVE
The List Management Summary tile on the setup page then shows your choices, such as “Contact All”, “Update Every 1 Week(s)” and “Action Within 24 hrs”.
Start date
Section titled “Start date”Start Date (optional) limits cases to records from that date onwards. It’s useful if your survey has been running for a while and you only want to handle new responses.
Leave it empty to process all records.
Refresh schedule
Section titled “Refresh schedule”The refresh schedule sets how often the project checks your data for new cases.
| Option | When it runs |
|---|---|
| Real Time | As new records arrive. |
| Daily | Every day, at the time you choose. |
| Weekly | Every week, on the day (Mon to Sun) and at the time you choose. |
| Monthly | Every month, on the day you choose (1 to 27) and at the time you choose. |
Times are set in hours and 5-minute steps.
On a Real Time project, the Case Management tab reloads its cases every 5 minutes.
Include case details in notification emails
Section titled “Include case details in notification emails”Tick Include case details in notification emails to put the case’s details, such as the customer’s name, in notification emails. It’s only available if it’s been turned on for your account. Otherwise it’s greyed out.
Piping rule
Section titled “Piping rule”| Option | What it does |
|---|---|
| All Cases | Every record that meets your alert rules becomes a case. |
| Limited Sample | Caps the number of cases. Fill in Sample Limit per Day. |
Use Limited Sample if you expect a lot of cases but have a small team.
Notifications
Section titled “Notifications”Choose how often workgroup members are notified about new cases.
| Option | What it means |
|---|---|
| Each Case | A notification for every new case. Only available with a Real Time refresh schedule. |
| Daily | A daily notification. |
| Weekly | A weekly notification. |
| Monthly | A monthly notification. |
| None | No notifications. The workgroup checks the dashboard for new cases. |
You can only choose a notification frequency that’s the same as or slower than the refresh schedule. For example, a Weekly project can notify weekly or monthly, but not daily. If you change the refresh schedule to one that doesn’t fit, notifications switch to None, so check them again.
Notifications are sent by email and in the Portal. People can choose which notifications they get in their notification preferences. See Case Manager notifications.
The SLA is how long the workgroup has to pick up a new case. Choose Action Within: 8 hrs, 12 hrs, 24 hrs, 36 hrs, 48 hrs, 72 hrs or 100 hrs.
A new case starts as Pending. If it’s still Pending after the SLA, it becomes Overdue.
The Reporting tab shows how well your team is meeting the SLA. See Reporting.
Case Manager notifications
Section titled “Case Manager notifications”These notification types are in the Collaboration & cases category of your notification preferences. See Notification preferences.
| Notification | When it’s sent |
|---|---|
| CaseManager.CaseAvailable | New cases are available. |
| CaseManager.CaseAssigned | Someone assigns cases to you. |
| CaseManager.CommentAdded | Someone comments on your post on the Connect tab. |
| CaseManager.WorkgroupMemberAdded | You’re added to a workgroup. |