Order Shortcuts in Customer Care

Order shortcuts can facilitate initiating orders in Customer Care. You can:

• Configure a default Order Type and Change Reason based on the Starting Action that you select when initiating an Order in Customer Care (Disconnect Customer, Hotline Service, etc…).

• Restrict users from changing the above-configured default behavior based on Starting Actions and User Group.

Configured defaults and restrictions only apply when initiating an Order in Customer Care. This streamlines user interaction on the initial create Order page by saving users from having to enter Order Type and Change Reason.

Order Field Configuration

The MANAGE menu in the Orders application provides a new option – Order Field Configuration – for configuring defaults and restrictions for selected Order-related fields (Order Type and Change Reasons).

Selecting this option displays the Order Field Configuration page.

To begin, click +Add Field and then select a field to configure from the drop down menu.

When you add a field, the green checkmark button displays fields for configuring defaults and restrictions. The gray x button lets you remove the field (and its configuration).

Configuring Default Rules

To configure a default, click the + Default button. This turns the button green. Then click Add Default Rule to display the fields for configuring the rule. You can configure as many default rules for a field as needed. The Field-level Save (amber) and Delete (gray) buttons are located at the upper right.

Each rule consists of a selected Default to value and one or more Starting Actions. The list of Starting Actions are the same Actions that you can select when you initiate an Order in Customer Care (via the Action menu on the Services and Features or Service Detail pages). Note: It is generally easier to start by selecting Starting Actions, and then select a Default value.

The Starting Actions drop down menu defaults to Any. This means the specified default will apply to all actions. You may select one or more specific actions instead of Any. The drop down supports multi-selecting. When you multi-select actions, the number of actions selected is indicated in parenthesis.

If you select one or more actions, you can use the Select None option to reset the value to Any. For Starting Action you can specify either of two conditions:

• In: Starting Action(s) = the selected value

• Not In: Starting Action is any value other than the selected value(s).

Once you’ve begun configuring rules, clicking the Green +Default button will remove the rules. Clicking the red x next to a rule will remove just that rule.

Configuring Restriction Rules

To configure a restriction, click the + Restrict button. This turns the button green and provides fields for configuring the restriction rule. You can configure one restriction rule per field.

A restriction rule consists of one or more Starting Actions AND one or more User Groups. Both menus default to Any. This means the restriction will apply to all actions and/or user groups. Both menus support multi-selecting. If you select one or more items in a menu, you can use the Select None option to reset the value to Any. Both menus support In/Not In conditions. Clicking the Green +Restrict button will remove the rule.

Example: