Directory Listing Management in Customer Care

Service providers that integrate with a directory listings publisher can now manage directory listings on accounts and services from Customer Care. Previously, IDI Desktop Client was required to view and manage these. The new functionality lets you search, view, and manage directory listings in Customer Care. This includes the ability to:

• Export global directory listing search results for your directory listing publisher.

• Add, edit or delete individual directory listings.

• View assigned directory listing products on an account that do not have listing information entered (missing listings).

• Find all instances of assigned directory listing products across all accounts where listing information has not been entered. This is a convenient way to create directory listings as you add directory listing products on accounts in your system.

Note:

If directory listings already exist in your IDI platform prior to this release, those listing will be available for viewing and managing in Customer Care.

Directory listing information is maintained through directory listing products that you set up in the IDI Desktop Client Product Catalog. A directory listing product is defined as any product assigned to a directory listing catalog group as set up in Admin Console Data Management.

When you add one or more directory listing products as part of an order, you can assign them at the account- or service- level as appropriate for your directory listing requirements. Once the directory listing products are in place on an account, you can use the directory listing functionality in Customer Care to create directory listings for those products with all applicable listing information. With listings in place on the products you can export the listing information to a spreadsheet (CSV) file for your directory listing publisher.

Note:

All users with Allow Log On permissions can view directory listings. Only users with Manage Directory Listings permission can add, edit, or delete listings.

Several prerequisites must be in place to use directory listing functionality in Customer Care. See Setup – Prerequisites.

Setup – Prerequisites

Security Web Module – Permissions

Two permissions in the Security web module are related to this functionality in Customer Care.

• Allow Log On permission grants view access in Customer Care.

• Manage Directory Listings permission grants Add/Edit/Delete access in Customer Care.

Create roles with these permissions and assign to users as needed.

Admin Console – Data Management Setup

There are two Data Management tables in Admin Console that must be set up:

In the Directory Listing table enter values to populate these drop-down menus on the Add/Edit Directory Listing and Search pages.

Note:

you may need to consult your directory listing vendor for requirements on some of these menu options:

• Designer Listings

• Listing Activity Indicator

• Listing Name Placement

• Listing Text Type

• Listing Type – This has two default values: Published and Non-published.

• Placement Override

• Record Type

• Style Code

• TDD Indicator

• Type of Account

In the Catalog Groups table add a group named Directory Listing. When you create directory listing products in CostGuard Client Product Catalog you’ll assign them to this catalog group.

IDI Desktop Client – Product Catalog

Create directory listing products in the Client Product Catalog as needed and assign them to the Directory Listing catalog group. To do this, right-click on the product, choose Catalog Groups from the context menu, then use the Catalog Groups form to add Directory Listing as a catalog group for this product.

Directory Listing (Systemwide) Search

The MANAGE > Directory Listings menu option in Customer Care opens the Search page that lets you find and view/manage listings across the entire system. From the search results you can open the account where a selected listing is located. This lands you on a page where you can view, edit or delete the listing. The Export link at the bottom of the search results creates a spreadsheet (CSV) file for your directory listing vendor.

As an alternative to a general search, the search page also provides an option find directory listing products that lack listing information (View Missing Listings). This is convenient when you’ve recently added directory listing products that require attention in your system.

The default (initial) view lets you search by:

• SKU – Drop-down menu contains SKUs assigned to the Directory Listing catalog group.

• Listing Type – Drop-down menu provides two options: Published or Non-published).

• Service Type – Drop-down menu contains the service types as set up in your system.

In addition, there are check boxes to unmask non-published numbers, hide non-published rows, or include inactive listings.

You can display additional search criteria by clicking More Options. This adds Listing Number, Account Number, Listing Name and Start & End Dates as search criteria.

Working with Search Results

An example search result is shown below.

Clicking on a row for a listing opens the account where the associated product resides and lands you on a page where you can view, edit, or delete the listing. See Viewing and Editing a Directory Listing.

Note:

Use the Export link at the bottom of this page to create a CSV file with directory listing information for your directory listing publisher.

Viewing Missing Directory Listings Systemwide

The View Missing Links button on the Search page provides a quick way to find all directory listing products that lack listing information and require attention. Clicking the + icon in the far right column for a row displays the Add Directory Listing page. See Adding a Directory Listing. Clicking on a link in the Account Number column opens the account in Customer Care. The breadcrumbs line lets you navigate back to the Search Directory Listings page.

Managing Directory Listings on an Open Account

When you have an account open you have two ways to see directory listings for that account.

Account > Directory Listings menu displays a view with all directory listings for the account.

This view lets you select a specific listing to open the view/edit page (same as selecting a row in search results). See Viewing and Editing a Directory Listing. You can also export all listings on the account to a spreadsheet file for your directory listing publisher.

If the account has one or more missing listings, they will be shown in a collapsible list. Each missing link listed will have an associated Add Listing Information link that opens the Add Directory Listing page. See Adding a Directory Listing.

The other route is via the Services and Features page where you can drill down to a directory listing product. On selecting the product, the Detail panel (right side of the page) will have an Add Directory Listing button if listing does not yet exist, or a ViewDirectory Listing button if the listing is already in place.

See Adding a Directory Listing or Viewing and Editing a Directory Listing as applicable.

Viewing and Editing a Directory Listing

You can navigate to the page for viewing and managing a directory listing via the search results or by navigating directly on an open account in Customer Care. See Directory Listing (Systemwide) Search or Managing Directory Listings on an Open Account.

Regardless of how you reach the View/Edit page:

• Users with Allow Log On permission can simply view the listing information.

• Users with Manage Directory Listing permission can edit or delete the listing.

Note:

The breadcrumbs line at the top of the page lets you go to the Directory Listings view for the account whose listing you’re currently on. That view lists all directory listings for the account.

Click Edit to make the fields editable.

Note:

The CostGuard system is simply a repository for this information and does not perform any downstream functionality based on values. You may want to consult with your directory listing publisher. Below is a quick summary of values sourced from the Admin Console > Data Management > Directory Listing table as described in Setup.

Adding a Directory Listing

All directory listing products require a completed directory listing with applicable information as described in Viewing and Editing a Directory Listing. You have several options for finding missing listings:

• The Search tool (MANAGE > Directory Listings) has a View Missing Listings button that displays all missing listings systemwide with a + icon in the far-right column that opens the Add Directory Listing page.

• On an open account:

• Account > Directory Listings displays a view with all directory listings for that account. If missing listings exist on the account they will be displayed in a collapsible list with an associated Add Listing Information link.

• From the Services and Features page you can drill down to directory listing products on the account. When you select a directory listing product missing its listing, the right side details panel will have an Add Directory Listing button.

The Add Directory Listing page is essentially the same as the page for viewing/editing a listing except that it has a Save button rather than Edit, there is no option to delete the listing, and there are no breadcrumbs. For details on the various fields, see Viewing and Editing a Directory Listing.

Note:

When a Directory Listing product is initially added to a service via an Order, a Direct Listing entry will get created with default information (listing number, name, address).  All the other properties are blank.