Service providers that integrate with a directory listings publisher can now manage directory listings on accounts and services from Customer Care. Previously, 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 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. Once the prerequisites are in place, you can do the following to view and manage directory listings in Customer Care (based on permissions):
Search for directory listings systemwide. From the search results you can select a specifc listing to open a page where can view, edit or delete the listing, and export the search results to a CSV file for your directory listing provider.
The search tool also has an option for viewing all missing directory listings. These are instances where a directory listing product is active on an account but lacks directory listing information. This is a convenient way to create directory listings as you add directory listing products on accounts in your system.
When you have an account open in Customer Care you have two ways to see directory listings for that account:
The Account > Directory Listings menu option opens a view with all directory listings for that account. Similar to search results, this view lets you select a specific listing to open a page where you can view, edit or delete the listing. This view also lists missing listings on the account when applicable.
On the Services and Features page you can drill down to an account- or service-level directory listing product. On selecting the product, the Detail panel (right side of the page) will provide an Add button (if listing does not yet exist) or Edit button (if the listing is already in place).