Interaction team
Search and Confirm BP
Aim:
The aim of this document is to show how to search for a business partner in the interaction centre
and confirm that you wish to use this account.
Background
Before creating an account for a customer, you should always search to see if an account exists for them. All
students and applicants have a primary account in SLM which shows in CRM also.
SEARCH FOR AN ACCOUNT
Screen: Enquirer Identification
You can use any of the following fields to search in order of recommendation
 Enquirer ID: enter a student number prefixed with an S, a BP number prefixed with a 9 (or an International
Agent number prefixed with a 7).
 UCAS number: 10 digit ID number given to applicants by UCAS
 Email address: written in full eg using Newcastle and not NCL
 First name, Last name, D.O.B etc
 Address 2: NOT TO BE USED FOR SEARCH but can be used to check you have right person
Tip: Remember the use of wildcards(*) Always use after a first name (in case they have a middle name)
Note: If wildcards are used to search for the Email Addresses, the search will only be performed against the initial
20 characters of the email address.
Note: CRM has been configured to automatically convert certain non-English characters that do not appear on a
standard keyboard. These characters are listed below;
 ë to e
 ü to ue
 n° to no
Tip: When changing the information you are searching with, you may need to remove other information which
maybe incorrect as this will block your search. E.g. if you search on Name and DOB you might want to remove part
of the name or perhaps the DOB information and add postcode as an alternative search). The Reset button can
also be used to clear all search criteria from all fields.
Last updated 15/01/2014
SEARCH RESULTS
Screen: Enquirer Identification


A single match will populate the above fields with no further accounts showing in the results list.
If there is more than one option to choose from based on your search criteria, multiple accounts will show in
the results list – please see below:

Using the information in the results list will help you to see which account you might wish to display in the
main screen.
Selecting the record from the results list will then display all of the business partner information and will
display the business partner number alongside the screen title.

Tip: You can navigate from one BP record to another without having to Confirm.
Note: If you find that one of the results at the bottom of your list is hidden under a scroll bar, adjust your column
widths and this should make it visible.

Selecting the reset button at this stage will clear the results list and take you back to the original search
screen.
Last updated 15/01/2014


Use the information shown within the screen to check with your customer that this is their account
You can view the information within More Fields (however there is not much here beyond what is already
shown in Identify Account)

The Client field is used by Careers however the information within it may help you with an enquiry, the fields
that might show are:
o
o
o
o
o
o
o
o
o
o
Dr (Doctor)
Found1Dr (Foundation 1 Doctor)
Found2Dr (Foundation 2 Doctor)
NUSTUD (Newcastle University Student)
NUGRAD (Newcastle University Graduate)
NUGRADNEW (Newcastle University Graduate (newly eligible))
NON_NUSTUD (Non-Newcastle University Student)
NON_NU_GRAD (Non-Newcastle University Graduate)
RES_STAFF (Research Staff)
Note: The address displayed for a student or applicant account will be the Standard address set in SLM – which may
not be the student’s current address such as the term time address. They should however recognise the address as
one known to them.
FLAGGED FOR ARCHIVING
When a Business Partner has been flagged for archiving, a warning notification will appear in the top right hand
corner of the screen to show this:
You will also be able to see accounts flagged for archiving in the results list, under the Archiving Flag column. The
accounts with a tick have been flagged for archiving. For example:
Where at all possible – we do not use accounts which have been flagged for archiving, rather we would choose the
active business partner account, which holds the most up to date and relevant information.
Last updated 15/01/2014
CONFIRM ACCOUNT
Screen: Enquirer Identification

Click on the confirm button once you are happy that you wish to continue with a specific account – this
opens an account for further action so if you do not wish to record an enquiry do not click confirm
Note: Whenever you click Confirm you will get a message at the top of the screen which is a reminder to check that
your customer account has a date of birth, an email address and a post code. This data is key and needs to be
entered where we have it.
 This should populate the top left of the Interaction Centre with the business partner name and personal
email address.
NOTE: Once you have finished recording this enquiry you must click end to exit and close the account.
Last updated 15/01/2014