InfoCenter

The InfoCenter on the Account Summary page gives you quick access to alerts, notifications, journals, follow-ups, tickets, workflows and emails. Alerts and notifications are shown by default.

For more see:

• Alerts

  From the Alert tab you can add, edit, or remove an Alert.

  To add an alert, click and use the Add Alert dialog to enter the alert text and other information as needed.

  (Show picture)

  

  You can optionally apply Start and End Dates to an alert so as not to display in the Customer Alert pop-up if it is not within the configured time frame. There is also a check box to specify public or internal viewing, and a filter to let you set other viewing preferences.

  Notes:

  • The system keeps track of who creates alerts, journals, follow ups, and tickets, as well as when they were created.

    (Show picture)

    

  • If there are any Follow Ups that need attention, they are displayed below the System Notifications section. Click the link to go to the Follow-Ups page.

    (Show picture)

    

• Journals

  Any Journals for the customer set to display in the InfoCenter are displayed on this tab.

  (Show picture)

  

  • To add a Journal, click in the Add a Journal... field and enter the Journal description.

    (Show picture)

    

    Upon entering text in that field, additional fields are displayed below.

    (Show picture)

    

    Click SAVE when you are done entering the information.

  • To remove a Journal from the InfoCenter, click.

  • To edit an existing Journal, click on the Journal to display the Journals page.

    (Show Picture)

    

    Note

    Forced Journals added in Silent mode on viewing and/or editing a customer account are not displayed here. They may be viewed as needed via the Journals page. See Working With Journals.

• Follow-Ups

  Any Follow Ups for the customer set to display in the InfoCenter are displayed on this tab.

  (Show picture)

  

  • To add a Follow Up, click in the Add a Follow-Up... field and enter the Follow-up description.

    (Show picture)

    

    Upon entering text in that field, additional fields are displayed below.

    (Show picture)

    

    Click SAVE when you are done entering the information.

  • To remove a Follow Up from the InfoCenter, click.

  • To edit an existing Follow Up, click on the Follow Up to display the Follows Ups page.

    (Show Picture)

    

• Tickets

  Any Tickets for the customer are displayed on this tab. For each Ticket, the InfoCenter displays Commit and Action dates, as well as Impact and Urgency.

  (Show picture)

  

  Clicking on a Ticket opens the Summary page for that record in the Tickets module.

  To open a new Ticket for the customer, click NEW+ to open the New Ticket page in the Tickets module.

• Workflow

  You can start and monitor Workflows from the Workflows tab in the InfoCenter. This tab provides a START WORKFLOW button and lists any Workflow instances started from the Customer.

  (Show Picture)

  

  Initially the list will indicate No workflows until one is actually started for the Customer. On starting a Workflow from this tab, the Workflow becomes associated to the Customer and is listed under the Workflow tab.

  Click Show More/Less to expand/collapse the Workflow view.

  Clicking the Workflow name opens the Workflow module in a new tab.

  Starting a Workflow

  Clicking START WORKFLOW displays a form for selecting a Workflow to start. The drop down menu contains all Workflows of type = Customer.

  (Show Picture)

  

  Permissions

  Users require Start Workflow permission to start a Workflow for a Customer.

• Communication

  Note

  This tab is only available when the Communications web module is configured.

  The InfoCenter Communications tab provides a quick summary of emails associated to the Customer. For each email you can see a portion of the message and an indication of the number of messages in the thread (with no ability to expand the thread). You also get an indication of the direction (incoming or outgoing), and an ellipsis button with options for Reply, Reply All or Forward (as on the Communications Page).

  (Show Picture)

  

  Click NEW EMAIL to send an Email from this account.

  (More)

  An email can be sent from an account by using the NEW EMAIL button on Communications tab in the InfoCenter, or the Communications page.

  Note

  Any email sent from the account will be listed on the Communications tab/page.

  Selecting a Template

  Clicking NEW MAIL opens a dialog for selecting and previewing a template. The drop down contains all templates configured in the Communications module with template type of Customer Template.

  (Show Picture)

  

  When you select a template from the drop down, you can choose to preview it before actually using.

  (Show Picture)

  

  No Template is an option. This creates a blank email for you to fill in.

  Click SELECT when you have the template you want to use (or No Template).

  Note

  Templates must be configured in the Communications module.

  The Email Dialog

  Once the email dialog loads, with or without a template, you can edit the addresses, subject, and body. You can also attach files, embed images, and insert links. HTML is supported.

  (Show Picture)

  

  Note

  When you insert an image, the size is limited to 1MB.

  Address Fields

  • From Address is based on Email setup

  • To Address: Enter addresses in the To, Cc and Bcc fields manually, or select an address book by clicking any one of these fields:

    • Company – contains email addresses for IDI platform users (SaaS Security) and user groups (IDI Desktop Client) for the environment. There are two tabs on this address book:

      • Users: SaaS security users that have an email address and have access to the Customer Care environment

      • Groups: IDI Desktop client user groups that have an email address

    • Customer – contains email addresses from the customer’s contacts

      • If the same email is present on multiple contacts, it will only appear once.

    Search capability is also supported within the address book being viewed.

  Clicking on an Email in the list opens the Communications Page for that Email.

  Unread Email Indicator

  This tab displays an orange circle on the envelope icon if there are any unread messages. Hover text shows unread message count when applicable.

  (Show Picture)

  

  Any thread that has an unread message is displayed in bold

• Work Orders