Manage Referrals
If you delete an employee or a branch, what happens to referrals?
We have architected the database to try to ensure that its not possible to delete records that are pointed at by other records. Products, Departments/Branches/Offices and Users must be migrated in order to be deleted. When you want to remove one of these types of records from the system first pull the record up as if you wanted to edit or map the record. You will see a migration tool link on the menu.
How does Delete referral work ?
A backup copy of the referral is made and the referral is purged from the database immediately. Richweb is able to restore a deleted referral manually in the event of an emergency or dispute. The delete tools is available to managers for open referrals. Closed out referrals can be reset to open, and then deleted by a PA if needed.
I have an employee who needs to re-route a referral to another employee in the same branch/department/office.
The manager of the branch/department/office in question should use the Re-Assign tool as that is the most efficient means to accomplish this task. Use of the Re-Route tool is intended for cases where the destination branch/department/office originally selected was incorrect and the product referred itself may have been incorrectly selected.
Who has the authority to Change the Product for a Referral ?
Program Administrators, Referral owners (the person assigned to be working the referral) as well as the manager of the office that the referral is assigned to have the ability to change the product referred.
I changed the product for a referral to a new product that has a different incentive amount but it did not update !
You probably did not use the Change Product tool but instead simply updated the actual product that was sold when you closed the referral. To change the product for a referral that has been closed you will first need to reset the referral. You will then be able to use the change product tool. The new incentive amount and timing will be loaded from the new product that was picked. You can then re-close the referral and the correct amount should be picked.
Who has the authority to Reset a Referral ?
Only Program Administrators have this ability. Resetting a referral will erase the Referral's current status as well as the Business Outcome. Use this tool only as a last resort when a referral has been processed incorrectly and needs to be fixed and re-done.
What is the difference between Qualified and Qualified_And_Sold in the referral processing activity log?
Qualified_And_Sold indicates that the referral was qualified and set as Sold in the same update. Qualified indicates that the referral has been qualified but a Business Outcome (Sale / No Sale) has not been reached yet.
