Consumer comments sometimes reveal urgent needs or opportunities that need to be responded to by your organization. The comment may indicate that someone needs to reach out to the consumer to resolve their issue or learn more about their situation or idea. You may also encounter consumer feedback such as suggestions that may warrant a review by your insights management team. These may offer ideas for survey improvements or provide unique consumer input that could aid in product development.
So, perhaps you encounter a consumer comment like this one:
Click the flag icon as highlighted above. The ‘Add a Case’ dialog will appear.
From here you can create the case record, assign a priority and a worker to work the case, adjust the headline or description. All of the relevant information about the consumer comment including any survey details attached to it will be included in the case record when it is created.