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You can now use the Customer Service Notes management feature to organize customer notes (SVCCON-M records) into a hierarchical/priority-based structure for more efficient addressing by your customer service personnel.

In summary, the feature works as follows:

  •  You work with notes that have been created by the system---through the Web, the SVC125 upload, etc. In other words, this feature does not create customer notes on its own, but rather offers the means to respond to them more efficiently.

  • An SVC process (SVC125 or SVC305) is used to select the notes to be imported into the feature.

  • Each select level used with SVC125 or SVC305 includes the path name (i.e., the folder) where the note is to be placed.

  • Folders can be nested to as many levels as needed (e.g., parent-child-grandchild, etc.). However, the total length of any folder's path cannot exceed 256 characters.

  • Once the note has been placed in the folder, reps who have been assigned to that folder can work the notes. You can define flexible rules as to the disposition of the notes?for example, when the note should be marked complete or moved to a different folder.

This feature provides an alternative means of "working" customer service notes, but does not block access to the note through other means. For example, a note that has been loaded into a folder through this feature could still be accessed and worked through the Notes icon on the Advantage toolbar. If a note is marked complete through the Notes icon, this will cause it to be dropped from any notes management folder to which it was previously assigned.

Use the SVCFDR/NRL view to construct the rule sets that can be used for controlling the disposition of notes in a given folder.

In addition to a Rule Name and Description, you identify the criterion for the rule and the resulting action.

Working the Notes

Once the folders have been set up and populated through the SVC125 (or SVC305) process, reps can work the notes at the SVCNAC ? Note Activity workspace.

You must have an open control group to work your notes. You can create one at the SVCNAC/CTG view. Alternatively, if you already have an open session control group, this will be displayed at the bottom of the SVCNAC workspace.

SVCNAC Components

The SVCNAC workspace is composed of separate frame "components" that allow you to perform several different customer-related tasks when working a note. The components are always the same at SVCNAC, and cannot be added to or removed. However, the "look and feel" of these components can be varied in several ways: you can change the order (move up, move down), or minimize/maximize them within the list.
The components at SVCNAC are as follows:

  •  Notes: this contains the actual note that was loaded into the folder.

  • Letters: you can attach a conditional customer service letter to the note (and send the letter later via an Advantage process).

  • Customer Information: the customer's name and address information, similar to the SVCDAT view. You can perform name and address maintenance in this frame.

  • Customer Subscriptions: display of the customer's subscriptions, similar to the SVCDAT/CIR view. In addition, you can perform a subset of sub modifications (similar to MSTDAT/SVC) in this frame.

  • Orders: a display similar to MSTDAT/FST for entering customer orders during the call. As at MSTDAT/FST, entry fields are controlled via the scripting feature.

  • Customer AR: the customer's current AR, similar to the SVCDAT/ARP view. You can perform the same major actions as are available at SVCDAT/ARP, including adding a payment for an open debit.

  • Customer Authentication: customer authentication records, similar to the SVCDAT/CVI view. You can search on the customer's authentications records, add them, change them, etc.

Notes List Controls

In working through the list of notes from the folder, the rep has a choice of actions relative to any particular note:

The behavior of the buttons is as follows:

OK

This completes the current note, and moves the rep to the next note. The exact behavior of this button depends on your setting of the SVC option NAMRKCMP. If this option is turned on, completed notes are automatically removed from note folders. Also, reps are required to send all of the note's letters before finishing the note.

If the option is turned off, completed notes are not automatically removed; also reps are allowed to finish a note even if there are letters that have not been sent.

Undo

The undo button clears any text that the rep has entered in the Note frame (it does not clear any text that was pre-populated before the rep started the note).

Transfer

Transfer allows a rep to move a note to another folder. Generally this is used when the rep does not know how to handle the note. When transferring, the rep is required to pick the folder (any of the transfer folders) to transfer the note to, as well as a reason for the transfer. The transfer reason, along with a date/time stamp, is appended to the end of the note text.

Hold

Hold allows a rep to place a note on hold, and continue to work on others. The button is only visible if a hold folder has been set up at SVCFDR. When placing a note on hold, the rep must enter a hold reason. The hold reason, along with a date/time stamp, is appended to the end of the note text.

Held notes are not removed from the pool of potential notes that the rep can view. A hold folder typically should be set up with a low default priority. Then, as notes are marked held, they are assigned a low priority, moving them to the back of the rep's queue. A supervisor can reassign the priority of the held notes, if the rep is to be encouraged to complete some of his or her held notes.

Held Notes

The Held Notes button brings up a dialog displaying all of the rep's held notes. The rep may then choose to work one of the held notes, or transfer it. If the rep chooses to work a held note, any changes to the current note (the note being worked before Held Notes was pushed) are lost.

For more information on the Customer Service Notes feature, contact your ACS Account Manager.



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