Working with Response Templates
When using response templates for your customer complaints you have the option of using a Microsoft Word file with Merge Fields so that your Word file will populate with information from the Complaint Record itself. This can save you time and reduce the likelihood of errors in manually transcribing complaint data to the response letter.
Inserting Merge Fields
Please note that this will only work with Microsoft Word files 2007 or higher. The file extension of these files will be docx. If you upload a file that is not Word 2007 or higher (e.g. a PDF or older Word file) then the document will still be provided to the user on the Complaint record but no Merge Fields will be replaced.
In your Word document go to Insert > Quick Parts > Field. Select MergeField from Field names. In the Field name enter the field you want to insert from this list below;
- ComplaintDate
- ComplaintCustomerName
- ComplaintCustomerPostalAddress
- ComplaintCustomerPhysicalAddress
- ComplaintSource
- ComplaintMethod
- ComplaintConsumerSalutation
- ComplaintConsumerFirstName
- ComplaintConsumerLastName
- ComplaintConsumerAddress
- ComplaintConsumerPurchased
- ComplaintConsumerPhone
- ComplaintConsumerMobile
- ComplaintConsumerEmail
- ComplaintProductName
- ComplaintProductQuantity
- ComplaintProductDateOfManufacture
- ComplaintProductDurabilityDate
- ComplaintProductDurabilityDateType
- ComplaintProductIdentifier
- ComplaintProductTraceNumber
- ComplaintProductBrand
- ComplaintProductProductionUnit
- ComplaintNonconformance
- ComplaintDescription
- ComplaintReference
- ComplaintResponsibleReview
You can add as many of the above Merge Fields as you need to complete your Complaint Response Template.
Click below to access an example of a response template.