Create a new Inquiry

There are several ways to create a new Inquiry based on how you receive the information. You can:

Create a new Inquiry on behalf of a client

  1. Search for a client. See Search for a client.

  1. Select New Inquiry.

    Animated image showing the New Inquiry option on the search results tab.

    InquiryPoint automatically enters the client's information in the New Inquiry form. You cannot open an Inquiry for a different client using the New Inquiry option.

  2. Select Product Lookup and choose a product.

    New inquiry menu with an orange box around the Product Lookup option.

  3. Open the Inquiry Type list and select an Inquiry Type.

  4. Select a Category 1, Category 2, and Category 3.

    Add Product Information window with an orange box around a Category 1 option (Business Online), a Category 2 option (System Request), and a Category 3 option (Security Volnerability/Reports/SOC).

  5. Select Add.

  6. Select the Contact Name.

  7. Select the Inquiry Urgency.

    Value Description
    1-Critical System inoperable or unusable
    2-High Significant impact or there is no workaround
    3-Medium Minor impact or there is a workaround
    4-Low Minor with no loss of functionality

  8. Enter a Short Description.

    Use the format [Product] - [Concise description]. This helps Mave find relevant Knowledge articles to help you resolve the Inquiry.

  9. Enter the Inquiry Details.

    Provide as complete and detailed of information as you can. The more context you provide, the easier it is to research the Inquiry.
  10. Complete the remaining fields and select Add Attachment if necessary.
  11. Select Submit. The Inquiry appears in the Inquiry Details pane.

Create a new Inquiry on behalf of a client contact

  1. Search for a contact. See Search for a client.

  1. From the Quick Access menu, select (Contacts).

    Contacts pane.

  2. Under Client Contacts, locate the caller.

  3. Select New Inquiry.

  4. Select Product Lookup and choose a product.

    New inquiry menu with an orange box around the Product Lookup option.

  5. Open the Inquiry Type list and select an Inquiry Type.

  6. Select a Category 1, Category 2, and Category 3.

    Add Product Information window with an orange box around a Category 1 option (Business Online), a Category 2 option (System Request), and a Category 3 option (Security Volnerability/Reports/SOC).

  7. Select Add.

  8. Select the Inquiry Urgency.

    Value Description
    1-Critical System inoperable or unusable
    2-High Significant impact or there is no workaround
    3-Medium Minor impact or there is a workaround
    4-Low Minor with no loss of functionality

  9. Enter a Short Description.

    Use the format [Product] - [Concise description]. This helps Mave find relevant Knowledge articles to help you resolve the Inquiry.

  10. Enter the Inquiry Details.

    Provide as complete and detailed of information as you can. The more context you provide, the easier it is to research the Inquiry.

    You can expand the text box for the Inquiry Details and Sensitive Comments fields at any time by placing your cursor in the lower-right corner and dragging the text box until it is your desired size.

  11. Complete the remaining fields and select Add Attachment if necessary.
  12. Select Submit. The Inquiry appears in the Inquiry Details pane.