CustomerWise 8.5 New Features Guide

Transcription

1 CustomerWise 8.5 New Features Guide Author: TechExcel co.ltd Date: Table of Content Chapter CustomerWise 8.5 New Feature Chapter CustomerWise 8.5 New Feature TechExcel CustomerWise is a powerful solution for managing customer service with additional modules for sales force automation, and marketing management. The configurable workflow of CustomerWise is used to manage support processes and improve collaboration between all of your teams throughout the entire customer lifecycle. With TechExcel CustomerWise, you can integrate workflows throughout the entire organization to improve efficiency and the customer experience. CustomerWise 8.5 includes numerous product improvements and new features including: CustomerWise 8.5 at a glance: Improved List View in Web Client New API for managing knowledge and asset information New incident time-tracking and time roll-up feature New administration reports New intermittent customer surveys and web forms (Requires FormWise) New Incident link and close options Improved To:, Cc:, and Bcc: notification settings Improved sales quote layout and send options And More CustomerWise Enhancements Improved List Views Users may now view incident, event, and customer details from within the List View in the web client without reloading

2 Date: Table of Content 3 Chapter CustomerWise 8.5 New Feature 4 Chapter CustomerWise 8.5 New Feature TechExcel CustomerWise is a powerful solution for managing customer service with additional modules for sales force automation, and marketing management. The configurable workflow of CustomerWise is used to manage support processes and improve collaboration between all of your teams throughout the entire customer lifecycle. With TechExcel CustomerWise, you can integrate workflows throughout the entire organization to improve efficiency and the customer experience. CustomerWise 8.5 includes numerous product improvements and new features including: CustomerWise 8.5 at a glance: Improved List View in Web Client New API for managing knowledge and asset information New incident time-tracking and time roll-up feature New administration reports New intermittent customer surveys and web forms (Requires FormWise) New Incident link and close options Improved To:, Cc:, and Bcc: notification settings Improved sales quote layout and send options And More CustomerWise Enhancements Improved List Views Users may now view incident, event, and customer details from within the List View in the web client without reloading the page or navigating to another page. The Detail View may be toggled on/off and reduces the number of clicks needed to reference details and perform workflow actions. Users may now view more detail about the selected record without leaving the list view. The image below shows the Team Web client with the Detail frame turned on. The Detail frame will display information for the selected incident: Use the Detail frame on/off button to toggle the view." The toggle button is available on the Incident, Event, and Customer View: Page 2 of 21

3 Chapter CustomerWise 8.5 New Feature Chapter CustomerWise 8.5 New Feature TechExcel CustomerWise is a powerful solution for managing customer service with additional modules for sales force automation, and marketing management. The configurable workflow of CustomerWise is used to manage support processes and improve collaboration between all of your teams throughout the entire customer lifecycle. With TechExcel CustomerWise, you can integrate workflows throughout the entire organization to improve efficiency and the customer experience. CustomerWise 8.5 includes numerous product improvements and new features including: CustomerWise 8.5 at a glance: Improved List View in Web Client New API for managing knowledge and asset information New incident time-tracking and time roll-up feature New administration reports New intermittent customer surveys and web forms (Requires FormWise) New Incident link and close options Improved To:, Cc:, and Bcc: notification settings Improved sales quote layout and send options And More CustomerWise Enhancements Improved List Views Users may now view incident, event, and customer details from within the List View in the web client without reloading the page or navigating to another page. The Detail View may be toggled on/off and reduces the number of clicks needed to reference details and perform workflow actions. Users may now view more detail about the selected record without leaving the list view. The image below shows the Team Web client with the Detail frame turned on. The Detail frame will display information for the selected incident: Use the Detail frame on/off button to toggle the view." The toggle button is available on the Incident, Event, and Customer View: Create Customer Contact DuringSubmit Support Team users may now create new customer contacts on thenew Incidentpage or theclone Incidentpage." As shown below, anew Contactbutton is now available to quickly create the contact record for the selected customer: Page 3 of 21

4 1.1 CustomerWise 8.5 New Feature Chapter CustomerWise 8.5 New Feature TechExcel CustomerWise is a powerful solution for managing customer service with additional modules for sales force automation, and marketing management. The configurable workflow of CustomerWise is used to manage support processes and improve collaboration between all of your teams throughout the entire customer lifecycle. With TechExcel CustomerWise, you can integrate workflows throughout the entire organization to improve efficiency and the customer experience. CustomerWise 8.5 includes numerous product improvements and new features including: CustomerWise 8.5 at a glance: Improved List View in Web Client New API for managing knowledge and asset information New incident time-tracking and time roll-up feature New administration reports New intermittent customer surveys and web forms (Requires FormWise) New Incident link and close options Improved To:, Cc:, and Bcc: notification settings Improved sales quote layout and send options And More CustomerWise Enhancements Improved List Views Users may now view incident, event, and customer details from within the List View in the web client without reloading the page or navigating to another page. The Detail View may be toggled on/off and reduces the number of clicks needed to reference details and perform workflow actions. Users may now view more detail about the selected record without leaving the list view. The image below shows the Team Web client with the Detail frame turned on. The Detail frame will display information for the selected incident: Use the Detail frame on/off button to toggle the view." The toggle button is available on the Incident, Event, and Customer View: Create Customer Contact DuringSubmit Support Team users may now create new customer contacts on thenew Incidentpage or theclone Incidentpage." As shown below, anew Contactbutton is now available to quickly create the contact record for the selected customer: New Notification Trigger Page 4 of 21 A new notification trigger called On multiple occurrences of an action is available which notifies recipients when workflow actions occur repeatedly." A common usage scenario may be notifying managers when incident are re-opened

5 Improved sales quote layout and send options And More CustomerWise Enhancements Improved List Views Users may now view incident, event, and customer details from within the List View in the web client without reloading the page or navigating to another page. The Detail View may be toggled on/off and reduces the number of clicks needed to reference details and perform workflow actions. Users may now view more detail about the selected record without leaving the list view. The image below shows the Team Web client with the Detail frame turned on. The Detail frame will display information for the selected incident: Use the Detail frame on/off button to toggle the view." The toggle button is available on the Incident, Event, and Customer View: Create Customer Contact DuringSubmit Support Team users may now create new customer contacts on thenew Incidentpage or theclone Incidentpage." As shown below, anew Contactbutton is now available to quickly create the contact record for the selected customer: New Notification Trigger A new notification trigger called On multiple occurrences of an action is available which notifies recipients when workflow actions occur repeatedly." A common usage scenario may be notifying managers when incident are re-opened multiple times. The trigger is configured by selecting a workflow action and entering the number of times the action must occur. New Admin Reports User Information Report:This report will display active/inactive team member information, license type, and project assignments: Page 5 of 21

6 New Admin Reports User Information Report:This report will display active/inactive team member information, license type, and project assignments: CustomerWise 8.5 New Features Guide Project Information Report:This report will display an Overview, Administrators, Account Type Roles and Privileges, Groups and Group Folders for a selected project. Page 6 of 21

7 Project Information Report:This report will display an Overview, Administrators, Account Type Roles and Privileges, Groups8.5 and Group Folders CustomerWise New Features Guide for a selected project. New Incident Level Time Tracking The new incident time-tracking feature allows users to enter time spent and a time remaining estimates for incidents." Multiple time spent records and time remaining records may be entered and are totaled and displayed in the new time fields shown below. There are numerous options for tracking time spent and time remaining." New configuration settings are available in the Admin Client under Incident View - General Settings: Time spent/remain support settings include: Enable incident-level time spent/remain support: Enables users to enter their time spent and estimated time remaining (optional) per incident in new time fields on the incident Current Status page. Integrated with issue level time track: Time spent fields will be based on existing issue time track work types. Time remain option settings: Support time remain per task: Allows user to enter a single value for the time remaining estimate for the total estimated time remaining for the incident as shown below. Page 7 of 21

8 Integrated with issue level time track: Time spent fields will be based on existing issue time track work types. Time remain option settings: Support time remain per task: Allows user to enter a single value for the time remaining estimate for the total estimated time remaining for the incident as below. CustomerWiseshown 8.5 New Features Guide Support time remain per task per person: Allows user to enter the estimated time remaining per person." All time remaining entries will roll-up to the total estimated time remaining. No time remain support : Users enter only Time Spent, and do not enter any Time Remaining estimates. Integration with existing Time/Service Management Feature: The existing Time/Service Management may be integrated with the new Time Spent and Time Remaining fields." Integration allows time tracking by predefined work types and with work rates and supports tracking cost, sales and billable time back to the customer. Users may use the new Time Spent field to enter service items or the existing Service tab." Time and service entries from either location will appear on the Service Report. New Notification Option: Multiple Recipients A new notification rule option is available allowing an to be sent with recipients in the To, CC, or BCC address line." This will improve communication by including all recipients in a single . The option to send a separate to each individual is still available. Take the following steps to configure multiple recipients: Press the Change button as shown below to modify an existing rule, or create a new rule. Choose the option Support sending one notification to multiple recipients Select the appropriate template for the notification rule as shown below. *Please Note: format for recipients uses merge fields that are common to team members and employees/customers." Team members and employees may be included on the To, CC, and BCC address lines. As a result, certain merge fields will not be available to prevent exposing secure information to employees or other team members. Continue to use the Separate to each recipient option when s include sensitive information or s with direct login links. Choose which recipients will be notified and if they are in the To, CC, or BCC address line: Page 8 of 21

9 Select the appropriate template for the notification rule as shown below. *Please Note: format for recipients uses merge fields that are common to team members and employees/customers." Team members and employees may be included on the To, CC, and BCC address lines. As a result, certain merge fields will not be available to prevent exposing secure information to employees or other team members. Continue 8.5 to use thefeatures to each recipient option when s include sensitive information or s with direct login links. Separate Guide CustomerWise New Choose which recipients will be notified and if they are in the To, CC, or BCC address line: Customer Status Restriction Options TheCustomer Statusfield may now be configured to prohibit customers and team members from adding new incidents for customers in certain states. The new Customer Status privilege checkbox Support team cannot create incidents for the customer at this status will prevent team members from submitting incidents on behalf of customers in selected states and display a warning message defined by the Administrator." This may be used to prevent delinquent or discontinued customers from using service resources. Customer Contact on List Filter Team members may now filter the list view and report view on specific customer contacts using the new Contact filter. Copy Incident Information to Linked Incidents CustomerWise now includes an option to copy the Work Description and Close Description from a parent incident to child incidents when the parent incident is closed." The purpose is to improve efficiency when handling global, duplicate, or incidents that are closely related to one another. New Administrator Client settings to configure copying from parent to child incidents are available underincident Viewsettings. Check the Enable the feature to allow team member to copy parent incident work/close description to its open child-incidents on close checkbox to enable or disable the feature. Select work projects which will use the parent/child copy feature." The checkbox labeled Display option to allow team member to copy close/work description to open child-incidents when closing the parent incident allows administrators to configure if the copy action is optional or mandatory. If checked, the team member may choose if the copy occurs. If unchecked, the copy will occur automatically without user input. The default copy option setting controls which fields are copied to child incidents. If the copy (see setting above) is mandatory, the default setting will be used. If the copy is optional, the team member may select this copy option when the parent incident is closed. The image below shows the new close page with the copy feature enabled and the copy action is optional. The copied Work Description and Close Description will also include the parent incident ID they were copied from: New Customer Contact Privilege Allow editing the Active/Inactive setting for other contacts Page 9 of 21 A new customer contact account privilege is available Can make contact Active/Inactive allowing customers to manage their own contact access to the customer web portal." Customer contacts with this account privilege will be able to edit the other customer contacts Active/Inactive setting using the customer web portal.

10 New Customer Contact Privilege Allow editing the Active/Inactive setting for other contacts CustomerWise 8.5 New Features Guide A new customer contact account privilege is available Can make contact Active/Inactive allowing customers to manage their own contact access to the customer web portal." Customer contacts with this account privilege will be able to edit the other customer contacts Active/Inactive setting using the customer web portal. Inter-Project Copy Multi-Selection Field Mapping Multiple selection fields are now available for inter-project copy field mapping. Multiple selection fields may only be mapped to other multiple selection fields. New Recipient: {Linked Incident Contact} A new optional recipient{linked Incident Contact}allows notifications to be sent to all linked incident contacts. This is useful when using parent/child incident to manage global incidents, groups of incidents, or dependent incidents. As the parent incident is updated, an notification may be sent to all the linked child incident contacts. Static Label Field Type A newstatic Labelfield type is available for Incident forms allowing administrators to place instructive text on incident layouts. Administrators may enable this field type in the Admin Client. Static label fields are similar to other definable fields and can be placed on any incident page or smart screen layout." Improved Customer Report Memo field type profile questions may be added to the Customer report. New Child Link Option Open child linked incident Users may now open the child linked incident from the list view. A new user preference is available in the Team Web client that allows users to navigate to the child incident." This is an alternative to opening the parent incident links page. Status Automation Improvement {Return To IPC/IPA Trigger State} A new inter-project status automation improvement allows for better integration between project workflows." An issue copied from one project to another as a result of a status change (inter-project action) may now automatically return to the originating state when the linked issue is updated. This is useful when teams using different TechExcel projects need to collaborate. The status automation may be setup between linked CustomerWise projects or a CustomerWise project linked to a DevTrack project. The image below of an incident workflow reflects a typical collaboration scenario between support and development. The history shows the automation as a parent-child link in the incident history view. Page 10 of 21 Service Track Cost/Sales Budget Improvements

11 This is useful when teams using different TechExcel projects need to collaborate. The status automation may be setup between linked CustomerWise projects or a CustomerWise project linked to a DevTrack project. The image below of an incident workflow reflects a typical collaboration scenario between support and development. The history shows theguide automation as a parent-child link in the incident history view. CustomerWise 8.5 New Features Service Track Cost/Sales Budget Improvements The Service Track incident cost budget and sales budget now include fields for tracking the remaining hours and planned sales/cost dollar amounts." These fields are viewable in two additional columns in Cost budget and Sales budget tabs Remaining hours Remaining planned cost / remaining planned sales SalesWise Enhancements New Sales Quote Options Sales Quote Grouping New quote option allows salesperson to group sales quote line items by Type. Additionally, the salesperson may choose to include a sub-total for the group. The new grouping options are available on the Sales Quote tab under List Order: Sales quote with grouping and sub-total options applied: Page 11 of 21

12 Sales quote with grouping and sub-total options applied: Sales Quote Color Themes Salesperson may now choose a color theme to apply to the sales quote. The color theme will be used when printing or ing the sales quote. Change the color theme on the Sales Quote tab under Customize. Send as quote as PDF Salesperson may now choose to quote in Portable Document Format (PDF). New Tax Rate Options ServiceWise now supports tax rates to be defined per quote line item. This allows for charging multiple tax rates for various items on a single sales quote. In addition, users may define default tax rates for Products, Services, and Maintenance items. Line Item Tax Rate To allow salespeople to define tax rates per quotation line item,the Administrator must first set the Sales Tax Apply Option to Support Line Item Tax Rate for the Sales Template. Page 12 of 21

13 New Tax Rate Options ServiceWise now supports tax rates to be defined per quote line item. This allows for charging multiple tax rates for various items on a single sales quote. In addition, users may define default tax rates for Products, Services, and Maintenance items. Line Item Tax Rate To allow salespeople to define tax rates per quotation line item,the Administrator must first set the Sales Tax Apply Option to Support Line Item Tax CustomerWise Guide Rate for 8.5 the New SalesFeatures Template. Product, Service, and Maintenance Tax Rates Administrators may enable support for different tax rates for products, support and maintenance in General Sales Settings: Once enabled, users will be able to define tax plans with rates as needed in the sales tax utility and apply the appropriate tax plan to quotes: Improved Sales Query The following fields may now be used in queries: Total Sales/Sales Amount Field (currency) Net Sales Field (currency) Weighted Sales Field (currency) Sales Probability (percentage) Page 13 of 21

14 Improved Sales8.5 Query CustomerWise New Features Guide The following fields may now be used in queries: Total Sales/Sales Amount Field (currency) Net Sales Field (currency) Weighted Sales Field (currency) Sales Probability (percentage) FormWise Enhancements TechExcel FormWise is an add-on module providing web-based form management for TechExcel CustomerWise. Create fully customized online forms and customer surveys and integrate them directly with your workflow processes. New Satisfaction Surveys and Form Frequency FormWise now allows sending satisfaction surveys and other events intermittently so customers are not forced to complete a survey at the close of every incident. TechExcel administrators may configure the frequency of the survey using new Admin Client configuration settings. Surveys are sent based on eithertimeornumber of incidents. Option 1: Survey based on number of Incidents Administrators define which state the survey will be sent and how often to generate a survey. The image below shows an example configuration that will send approximately 1 survey for every 10 incidents resolved. Option 2: Survey based on time Administrators define which state the survey will be sent, a time range for sending surveys, and how often to generate a survey. The image below shows an example configuration that will send approximately 7 satisfaction surveys for resolved incidents between the hours of 6:00 a.m. and 8:00 p.m.. Page 14 of 21

15 FormWise Enhancements TechExcel FormWise is an add-on module providing web-based form management for TechExcel CustomerWise. Create fully customized online forms and customer surveys and integrate them directly with your workflow processes. New Satisfaction Surveys and Form Frequency FormWise now allows sending satisfaction surveys and other events intermittently so customers are not forced to complete a survey at the close of every incident. TechExcel administrators may configure the frequency of the survey using new Admin Client configuration settings. Surveys are sent based on eithertimeornumber of incidents. Option 1: Survey based on number of Incidents Administrators define which state the survey will be sent and how often to generate a survey. The image below shows an example configuration that will send approximately 1 survey for every 10 incidents resolved. Option 2: Survey based on time Administrators define which state the survey will be sent, a time range for sending surveys, and how often to generate a survey. The image below shows an example configuration that will send approximately 7 satisfaction surveys for resolved incidents between the hours of 6:00 a.m. and 8:00 p.m.. Page 15 of 21

16 Option 2: Survey based on time Administrators define which state the survey will be sent, a time range for sending surveys, and how often to generate a survey. The image below shows an example configuration that will send approximately 7 satisfaction surveys for resolved incidents between the of 6:00 a.m. and 8:00 p.m.. CustomerWisehours 8.5 New Features Guide FormWise Form Setup Improvements FormWise form and question management has been improved to make it easier for form administrators to edit form questions and layouts. Improvements include: HTML editor for the form title, customer info section header, and survey header fields Users may now edit and add form questions from within Form manager Users may quickly see all the web forms that use a form question Power User Enhancements New Privilege Allows for editing of child customer incidents in the web portal A new privilege is available which allows Power Users to edit the incidents submitted by child company contacts. Power Users may view and edit the incidents within the Customer Web Portal. This is useful when Power Users may act as a middle support tier or when managing incidents from a large number of child companies. Page 16 of 21

17 Improvements include: HTML editor for the form title, customer info section header, and survey header fields Users may now edit and add form questions from within Form manager Users may quickly see all the web forms that use a form question Power User Enhancements New Privilege Allows for editing of child customer incidents in the web portal A new privilege is available which allows Power Users to edit the incidents submitted by child company contacts. Power Users may view and edit the incidents within the Customer Web Portal. This is useful when Power Users may act as a middle support tier or when managing incidents from a large number of child companies. Power Users with the privilege described above may now edit incidents submitted by contacts at child companies by pressing the Update button. ProjectPlan Enhancements Page 17 of 21 ProjectPlan is an add-on module that includes project management features seamlessly integrated with TechExcel CustomerWise. ProjectPlan includes features such as: Gantt charts, resource scheduling, project baseline, time tracking management, milestone management, and reporting. Work Details Tab improvement Work Detail tab improvements to display additional details of the CustomerWise incidents assigned to sub-projects. Improvements include:

18 CustomerWise 8.5 New Features Guide ProjectPlan Enhancements ProjectPlan is an add-on module that includes project management features seamlessly integrated with TechExcel CustomerWise. ProjectPlan includes features such as: Gantt charts, resource scheduling, project baseline, time tracking management, milestone management, and reporting. Work Details Tab improvement Work Detail tab improvements to display additional details of the CustomerWise incidents assigned to sub-projects. Improvements include: Show CustomerWise incidents by Owner in ProjectPlan Show CustomerWise incidents by Subproject in ProjectPlan Show the complete Subproject path in the Work Details view Additional Time columns Edit Time Spent and Time Remaining for CustomerWise incidents Time spent and Time Remaining sub-project roll-up from CustomerWise incidents Workload View The Workload View now includes a Work Summary to display sub-project information, tasks assigned, time spent, time remaining, and time totals for the sub-project or team member. Page 18 of 21

19 Workload View The Workload View now includes a Work Summary to display sub-project information, tasks assigned, time spent, time remaining, and time totals for the sub-project or team member. LinkPlus API Enhancements LinkPlus is a web service based API for interacting with CustomerWise data. LinkPlus is an additional cost and includes the following improvements. New Asset Management Interface Additional API interfaces for managing individually tracked AssetWise assets include: Creating new Asset items Retrieving Asset item information Editing existing Asset items Deleting Asset items New Knowledge Management Interface Creating new knowledge items Retrieving knowledge item information Editing existing knowledge items Deleting knowledge items Uploading/overwriting document type KB items Outlook Add-in Improvements TechExcel Outlook Sync is and add-in for Microsoft Outlook users providing the ability to interact with TechExcel CustomerWise CRM data from directly within Outlook. The TechExcel Outlook Sync adds additional buttons to the Microsoft Outlook interface making it easy for salespeople and customer support technicians to synchronize activities performed within Outlook to CustomerWise. Synchronizing communications, activities, and tasks from Outlook to CustomerWise improves both user efficiency and visibility. Improvements made to the TechExcel CustomerWise Outlook Sync add-in Page 19include: of 21 Improved Toolbar

20 Deleting knowledge items Uploading/overwriting document type KB items Outlook Add-in Improvements TechExcel Outlook Sync is and add-in for Microsoft Outlook users providing the ability to interact with TechExcel CustomerWise CRM data from directly within Outlook. The TechExcel Outlook Sync adds additional buttons to the Microsoft Outlook interface making it easy for salespeople and customer support technicians to synchronize activities performed within Outlook to CustomerWise. Synchronizing communications, activities, and tasks from Outlook to CustomerWise improves both user efficiency and visibility. Improvements made to the TechExcel CustomerWise Outlook Sync add-in include: Improved Toolbar Improvements to the toolbar make it easier for Microsoft Outlook users to use configure and use TechExcel Outlook Sync functions. Add as Incident Outlook Sync users may now easily create incidents or opportunities from an received. Press the newadd as Incidentbutton to create a CustomerWise incident copying the Subject and Body to the incident Title and Description fields respectively. Customer Contact Search Fields Users may now search CustomerWise Contact Name and Contact Phone Number from within Outlook in the case no matching contact is found when relating incidents and events to customer records. Page 20 of 21

21 Page 21 of 21