Profile Options for Customer Care

The following profile options are available in Customer Care module:

• Allow modification in Service Request Description

• Assign Employee based on load

• Article File Path

• Auto Generate Bulk Breakdown

• Auto Generate Relocation

• Auto Generate Service Request

• Auto Generate Work Order

• Auto Generate Work Order Template

• Bulk Breakdown Alert

• Bulk Breakdown customer number

• Call Setup Buffer

• Display Time-Slot Allocation Info

• Email Attachments Path

• Enable Contact Center

• Enable Employee Search

• Enable Resolved Service Request

• Enable Team Search

• Enable Troubleshooting

• Enable Workorder

• Error File Path

• Escalate Document E-Mail Template Code

• Show contract disonnected in last(n) months

• Single View Custom Details Layout

• SMS Integration Required

• Validate Open Workorders On Service Request Closure

• Work Start Time

• Work End Time

The profile options are explained in detail.

• Allow modification in Service Request Description:  This profile option allows the user to change description of an existing service request.

Current Values:

Yes: If this profile option value is set to 'Yes', then the user will be allowed to modify description of an existing service request.

No: If this profile option value is set to 'No', then the user will not be allowed to modify existing service request description.

Default Value: Yes.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Assign Employee based on load:  This profile option is used to assign service request/work order to an employee automatically.

Current Values:

Yes: If this profile option value is set to 'Yes', then employee is assigned  based on employee load if no assignment rule satisfied/multiple employees fetched.

No: If this profile option value is set to 'No', then Employee is assigned based on employee load.

Default Value: No.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Article File Path: This profile option is used to fetch file path for displaying trouble shoot page.

Current Value: In 'Current Value' text box, specify the file path to fetch the user specified trouble shoot page.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Auto Generate Bulk Breakdown: This profile option is used to automatically generate bulk breakdown number when you create a bulk breakdown.

Current Values:

Yes:  If this profile option value is set to 'Yes', then the bulk breakdown number is automatically generated after a breakdown is created

No:  If this profile option value is set to 'No', then the bulk breakdown number will be specified manually.

Default Value: No.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Auto Generate Relocation:This profile option is used to automatically generate relocation number when you capture relocation details for a customer through Relocation screen.

Current Values:

Yes: If this profile option value is set to 'Yes', then the relocation number will be generated automatically whenever relocation details are captured for a customer through Relocation screen.

No:  If this profile option value is set to 'No', then the relocation number can be entered manually in the Relocation # box whenever relocation details are captured for a customer.

Default Value: No.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Auto Generate Service Request: This profile option is set to enable/disable the feature to generate ticket number automatically whenever a complaint is booked. For this profile option, you can set the following values.

Current Values:

Y (YES): If this profile option value is set to "Y" then system generates ticket numbers automatically whenever a complaint is booked on behalf of the customer in Add Service Request screen.

N (NO): If this profile option value is set to "N", then system does not generate ticket number automatically. You have to enter the number manually in Ticket Number field in the above screen.

Default Value: Y (Yes)

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Auto Generate Work Order: This profile option is set to enable/disable the feature to generate work order number automatically. For this profile option, you can set the following values.

Current Values:

Y (YES): If this profile option value is set to "Y" then system generates work order numbers automatically whenever a work order is created in Work Order screen.

N (NO): If this profile option value is set to "N", then system does not generate work order number automatically. You have to enter the number manually in Order No. field in the above screen.

Default Value: Y (Yes)

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Auto Generate Work Order Template: This profile option is set to enable/disable the feature to generate Work Order Template Id automatically. For this profile option, you can set the following values.

Current Values:

Y (YES): If this profile option value is set to "Y" then system generates Template Id automatically whenever a work order template is created in Work Order Template screen.

N (NO): If this profile option value is set to "N", then system does not generate Template Id number automatically. You have to enter the number manually in Template Id field in the above screen.

Default Value: Y (Yes)

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Bulk Breakdown Alert:  This profile option is used to set the maximum number for sending an alert message. When the service requests, which are created with Is Bulk Breakdown applicable category reaches the number specified in this profile option, an alert message is sent.

Current Values: In the 'Current Value' box, specify the number after which an alert message should be sent.

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Bulk Breakdown customer number:  This profile option is used to create a service request for the bulk breakdown under the customer number specified in this profile option.

Current Value: In the 'Current Value' box, specify the customer number for whom a service request should be raised for the bulk breakdown.

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Call Setup Buffer: This profile option is required to set the buffer time for outbound call setups. For this profile option, you can set the following values.

Current Value: Specify the buffer time to setup outbound call in minutes.

Default Value: 0

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Display Time-Slot Allocation Info: This profile option is used to display customized information in Allocation Info box in Employee Availability web dialog box and Work Schedule screen.

Current Values:

Yes: If this profile option value is set to 'Yes', then the customized information will be displayed. The information to be displayed is provided in the logic of CUSTOM_GETSCHEDULEDISPLAYINFO procedure.

No: If this profile option value is set to 'No', then  the service request number will be displayed in the Allocation Info box.

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Email Attachments Path: This profile option is used to specify the path where attachment files will be stored.

Current Value: In Current Value text box, specify the path to store the attachment files (Ex: D:\Attachments). If the path is not mentioned in the Current Value text box, then the attachment files will be stored in the path mentioned in Default Value text box (Ex: C:\emailattachments).

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Enable Contact Center: This profile option enables you to display the contact center panel in agent login screen. For this profile option, you can set the following values.

Current Values:

Yes: Set the value to Yes to display Contact  center panel in agent login screen.

No: Set the value to No to disable the contact center panel.

Default Value: No

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Enable Employee Search: This profile option is set to enable search lookup for employee in Service Request and Work Order screen. For this profile option, you can set the following values.

Current Value:

Yes: If this profile option value is set to "Yes" then search lookup appears against Assigned To box in Service Request and Work Order screen.

No: If this profile option value is set to "No", then drop-down appears against Assigned To box in Service Request and Work Order screen.

Default Value: No

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Enable  Resolved Service Request: This profile option is set used to allow the users to resolve the service request while creation. For this profile option, you can set the following values.

Current Value:

Yes: If this profile option value is set to "Yes" then user can resolve the service request while creating it.

No: If this profile option value is set to "No", then user is restricted to resolve the service request while creation.

Default Value: No

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Enable Team Search: This profile option is set to enable search lookup for Team in Service Request and Work Order screen. For this profile option, you can set the following values.

Current Value:

Yes: If this profile option value is set to "Yes" then search lookup appears against Service Team box in Service Request and Work Order screen.

No: If this profile option value is set to "No", then drop-down appears against Service Team box in Service Request and Work Order screen.

Default Value: No

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Enable Troubleshooting: This profile option is used to display Troubleshoot hyperlink in Single View screen.

Current Values:

Yes:  If this profile option value is set to 'Yes', then the Troubleshoot hyperlink will be displayed in Service Requests grid in Single View screen.

No:  If this profile option value is set to 'No', then the Troubleshoot hyperlink will not be displayed in Service Requests grid in Single View screen.

Default Value: No

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Enable Workorder: This profile option is used to disable the 'Problem' grid in Service Request screen. It also disables the Document # column in Service Request Status screen.

Current Values:

Yes: If this profile option value is set as 'Yes', then the 'Problem' grid will be displayed in Service Request screen and Document # in Service Request Status screen.

No: If this profile option value is set as 'No', then the Problem grid and Document # column will be disabled.

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Error File Path: This profile option is used to display customized error content for unhandled excpetions. The content should be available in a htm file and the path of the htm file should be provided in the current value box.

Current Value: In the Current Value box, specify the path of the htm file.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Escalate Document E-Mail Template Code: This profile option is set to specify the message template code which is used to send mails to the mail id specified while escalating a ticket. The template is defined in the Message Configuration screen. The template code generated is specified in this profile option. For this profile option, you can set the following values.

Current Value: Specify the message template code.

Default Value: NA

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

•  Show contract disonnected in last(n) months: This profile option is used to display contracts that are disconnected.

Current Value: In the 'Current Value' box, specify the number. The system displays the contracts that are disconnected for the number of months specified in the current value box.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• SMS Integration Required: This profile option is set to allow the system to send SMS to employee and customer on creating a service request. For this profile option, you can set the following values

Current Value:

Yes: If the profile option value is set to Yes, then the user is allowed to send SMS to employee and customer while creating a service request. The SMS to Employee and SMS to Customer check boxes appear in Service Request screen.

No: If the profile option value is set to No, then the user is not allowed to send SMS to employee and customer. The SMS check boxes do not appear in Service Request screen.

Default Value: No

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Single View Custom Details Layout: This profile option is used to set type of view of the details displayed in Custom Information panel in Single View screen. For this profile option, you can set the following values.

Current Value:

FORM: If this profile option value is set to "FORM" then the details are displayed in the view of a form in Custom Information panel in Single View screen.

GRID: If this profile option value is set to "GRID" then the details are displayed in the view of a grid in custom information panel in Single View screen.

Default Value: FORM

Note: This profile option value can be overridden by the normal user in View/Modify User Profile Options screen.

• Validate Open Workorders On Service Request Closure: This profile option is used to validate open worker orders under a service request when the service request is closed.

Current Values:

Yes: This profile option value is set as 'Yes' to validate the open work orders when a service request is closed.

No: If this profile option value is set to 'No',then you can close service request even if there are open work orders under the service request.

Default Value: No.

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Work Start Time: This profile option is required to set the work start time for outbound calls. For this profile option, you can set the following values.

Current Value: Specify the work start time in minutes. For example, if the start time of work is 9:00 Am, specify the value as 540 in the current value box.

Default Value: 0

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.

• Work End Time: This profile option is required to set the work end time for outbound calls. For this profile option, you can set the following values.

Current Value: Specify the work end time in minutes. For example, if the end time of the work is 6:00 Pm, specify the value as 1080 in the current value box.

Default Value: 0

Note: This profile option value cannot be overridden by the normal user in View/Modify User Profile Options screen.