Editing a Customer Experience Object from Any State
Customer experience objects can be edited from any state in the workflow.
• Only users with Modify permissions can perform this function. Users with other permissions can view the structure, but they are not able to edit items.
• Use this feature to make minor changes such as correcting misspelled items or correcting information that was entered in the wrong field.
• If you need to add requests or additional tasks, you must create a completely new customer experience request. The system does not create those requests using this feature, because it cannot move the item to the next state.
• If you change the value of decision-based fields, the workflow does not change if the customer experience object has already reached that state.
1. Click the Structure tab of a customer experience information page or the upper right corner of a customer experience task.
2. In the Customer Experience Object Structure tree, right-click an object and select an action from the menu.
◦ Right-click Intake and select Edit Customer Experience Details.
◦ Right-click Evaluation and select Enter Evaluation Details.
◦ Right-click Related Personnel and Locations and select Edit Customer Experience Details.
◦ Right-click a customer experience activity in the Review, Response, or Closed state and select Enter Request Details.
◦ Right-click Related Products and select Edit Customer Experience Details.
◦ Right-click a related product activity in the Creation state and select Enter Report Details.
◦ Right-click a related product activity in the Review state and select Enter Request Details.
◦ Right-click a related product activity in the Decision state and select Enter Decision Details.
◦ Right-click a related product activity in the Response state and select Enter Request Details.
◦ Right-click a related product activity in the Returned Product Processing state and select Enter Returned Product Processing Details.
◦ Right-click a related product activity in the Summary and Review state and select Enter Review Details.
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If you cannot perform an action on the object, the “No Actions to Display” message appears.
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3. Edit the fields you need to change.
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All attributes and tables are editable, with the exception of the Affected Objects table. This table is always editable in the Enter Request Details window, but it is only editable in the Enter Investigation Details window in the Creation, Review, and Investigation states.
The Customer Experience Activities and Product Activities tables are only editable if the customer experience object is in the Evaluation state. If the workflow state is In Progress, the activity tables are editable on the customer experience information page.
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4. Click Save. The system updates the details for the object in that state. The object does not move to the next state.