The purpose of this Quick Reference Guide is to build working knowledge and understanding of how to change enquiry status, the purpose of each status and when to use.

ENQUIRY STATUS WHEN TO USE
Solved Enquiry has been solved. When sending a response to contacts, the status will automatically set to solved.
Unresolved Enquiry has not been resolved.
Forward Solved Enquiry is forwarded outside of the system. The person whom you forwarded the enquiry to, will be the owner of the enquiry and responsible for resolving the enquiry (outside of CRM system).
Forward Unresolved Same as ‘Forward Solved’; however, you are still the owner of the enquiry and responsible for resolving the enquiry.
Forward to SME Enquiry is forwarded outside of the system to a Subject Matter Expert. This status will be set automatically by the system when using ‘Forward to SME’ feature.
Updated This status will be set automatically by the system when contacts provide additional information to the enquiry.
Information Required Information Required from contact in order for staff to resolve enquiry.
Waiting Waiting for more information/actions from contacts. (Similar to ‘Information Required’. Both can be used interchangeably).
Bounce A response sent to contact is bounced and failed to reach the contact.

 

Changing the status of an enquiry without sending a response

  1. Open an enquiry
  2. Select appropriate status from the Status drop-down menu in the Enquiry Information section
  3. Click Save or Save and Close

Changing the status of an enquiry while sending a response

Example Scenario: Staff needs more information from a student (contact) regarding the enquiry.

  1. Open an enquiry
  2. Click Add in the Enquiry workspace Message menu
  3. Click Response
  4. Enter response message (requesting for more information from the student)
  5. Click Send button in the Ribbon. Enquiry status will automatically set to Solved.
  6. On the Status drop-down menu in the Enquiry Information section, change status to either Waiting or Information required
  7. Click Save or Save and Close

Enquiry Workspace screenshot

1 – Status drop-down menu in the Enquiry Information section

2 – Add button in the Enquiry workspace Message menu

Note: When you see enquiries with ‘Updated’ status, it means the contact has provided additional information to that particular enquiry​.