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This article will discuss the process of creating a Standalone Internal referral that is not associated with an existing Case in Collaborate.
Standalone Referrals can only be created if the Referral Queue is enabled for your Site. For more information regarding the Referral Queue, please read the article titled Referral Queue.
An Internal referral is a referral that is being sent to another individual within your Organization.
To create a standalone Internal referral click “Create a Referral” under Actions on the Home Page.
On the next screen, select the Referral Method of “Internal”.
Then, set the Sending Contact to the appropriate individual. By default, this field is set to the individual that is creating the referral.
Next, select the appropriate Referral Type from the drop down.
Then, you will be able to select a “Next Status” for the Referral.
Set the Next Status to “Declined” when you want to have a record of the Referral, but the individual receiving the referral is not accepting the Referral. Choosing this option will prompt you to enter a Receiving Contact, who is the individual that received the Referral.
Set the Next Status to “Incomplete” when the Referral needs more information before it can be considered as complete. Choosing this option will create the referral in an “Incomplete” status, allowing yourself or another individual to come back and add any additional information that may be needed. The Referral will appear in the Incomplete Referrals listview on the Home Page.
Setting the Next Status to “Submitted” will give you the option of placing the Referral into the Referral Queue, where it can be Reviewed and Updated as needed at a later time. It is recommended that the referral be placed in the Queue when using this Status.
After you have set the Next status and filled out any fields that appear related to the Status, click “Create Referral”.
The Referral will now be created, and will appear in either the Referral Queue listview, or in the Incomplete Referrals listview on the Home Page, depending on what Next Status you selected when creating the Referral.
To review an existing Referral, click the View link next to the desired Referral in the appropriate listview.
From this page, you may perform various Actions on the Referral, depending on the Status of the Referral.
If the Status of the Referral is Incomplete, you will be able to Edit the referral, as well as Invalidate the referral. Invalidating the Referral sets the status of the referral to Invalid, which indicates that the referral may have been entered in error, or it simply is not a valid Referral. To perform these actions, click either “Edit this Referral” or “Invalidate this Referral” in the Referral Actions section in the left hand sidebar.
If the Status of the Referral is Submitted, there will be a few more actions available to you. You will still be able to Edit the Referral and Invalidate the Referral. In addition, you will have the option to Accept the Referral, Review and Accept the Referral, Decline the Referral, and Mark the Referral as Under Review. To perform any of the additional actions, click the desired link matching the action you would like to perform.
You may also add any Documents and/or Notes to the Referral here as well by clicking “Add a Referral Document” or “Add a Referral Note”, respectively, in the Referral Actions on the left side of the screen.
