Customer service zone
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Contents |
Introduction
When your customers make inquiries on your website these are created as cases. When they make purchases, these are created as orders. Customer have the ability to create web app items that are assigned to their contact details. They can also add different items to their favorites list and these get stored against their contact details. The system keeps a record of your customers' activities and provides you with the ability to view these, but it also allows you to present these to the customer that's logged in into a secure zone. This article will show you how to display this information to your customers and it will explain different features and how they are used.
Creating Customer Service Zone
To be able to display the items that are attached to the customer's CRM record, the customer must be logged in into a secure zone in order for the system to identify that customer. To find out how to create a secure zone please click HERE. You will also need to go to customer's record and assign a username and a password to that customer and subscribe the customer to a secure zone. Click HERE to find out how to do that.
So now you should have a secure zone and a customer that has a username and password and is subscribed to that secure zone. You are now ready to show the customer the items attached to his/her record.
Displaying case history
When the customer submits the webform on your site, the case is created, and if the customer does not exist in your database, their contact is created. The case, which contains the web form's custom fields is then attached to that customer's record.
You can also create the cases manually. This is useful if you wish to attach some files to the cases which customer can then download. To find out how to do that, click HERE
To display the cases that belong to that customer, please follow these steps:
- Select from the menu Website -> Web Pages and select the web page you want to place the module onto. Go to the Module Manager and click on Secure Zones.
- Place the cursor where you want to insert the Customer Case Module and select Display list of Customer Cases.
- You can now choose to display all items or you can filter them according to the workflow that was triggered when the case was created.
- You can also choose how you wish to sort the cases. The two options are the date the case was created and according to the case subject. Case subject is the name of the form that was submitted when the case was created or is given manually when the case is created.
Once you have selected your criteria, you can then click insert. The module will be inserted onto a page and it will look something like this:
{module_case,a,,Subject}
The parameters inside the module will depend on the options you have selected during the module customization.
When the above module is rendered, it is rendered according to the list view of the Customer Cases Layout in Admin -> More Customization Options.
In the list and the detail views you can choose which case items you wish to show to the customer by adding or removing the tags. All the available tags can be found in the Tag Insert dropdown menu.
{tag_subject} is the tag that renders as a link to the detailed view of the case. Please note that the detailed view will always open in the default site-wide template.
Case display analysis
The following is the analysis of the real case scenario. I have created a customer and used that customer's email address to submit two web forms. The system will match the email address of the customer submitting the web form against the database and if the customer exists, it will create a case and attach it to that customer's record.
The following is what my list layout for the customer cases looks like:
Once I have made 3 submissions, I have logged in with that customer's login details and I landed onto a page that looks like this in the online editor:
When the page displayed on the front end, this is what it looked like:
I then clicked on the Contact Us Form subject and the following details came up. You will notice that they are displayed according to the detailed layout shown above.
Implementing the case search
Displaying order history
The following module can also be inserted into a page: {module_order,a} to display the past orders.
