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5I would like to configure my CRM 4.0 system to facilitate a customer satisfaction survey after a case has been resolved. My vision was that a CSR would work the case and create a resolution, marking the case resolved. A workflow would then pick up the resolved case and assign it to a telephone operator who would call the customer and determine their level of satisfaction and would set the Satisfaction field within the case record.
All well and good, but as soon as the case is resolved, the satisfaction field is no longer editable. Re-activating the case results in its status reverting to In Progress, therefore it is no longer resolved.
Is it only possible to set the customer satisfaction level before resolving the case? That seems a bit cart-before-horse to me. Has anyone found a way around this?
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