The Customer Support User profile is subscribed to six applications by default: Case Management, Committee Management, Expo Management, Meeting Management, Order Entry, and Subscription Management. Each application has its own dashboard that provides access to information that is important to an organization's customer support users. Note that a user can add or remove applications and services as necessary using the Application Services dialog. See Using Applications and Services for details.
- About the Customer Support User Case Management Application
- About the Customer Support User Committee Management Application
- About the Customer Support User Expo Management Application
- About the Customer Support User Meeting Management Application
- About the Customer Support User Order Entry Application
- About the Customer Support User Subscription Management Application
About the Customer Support User Case Management Application
The Customer Support user subscribes to the Cases, Companies, Contact Logs, Issues, Persons, and Tasks by default in the Case Management application. The dashboard for the Cases application includes the following elements from left to right:
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Actions Button Bar: The top of the Customer Support user's Cases Management dashboard contains a button bar (similar to the Customer Support user's main dashboard) with the following buttons:
- New Cases: Click this button to launch the New Case wizard.
- New Issues: Click this button to open a new Issues record to add a new issue to Aptify.
- New Person: Click this button to open a new Persons record to add a new person to Aptify.
- New Tasks: Click this button to open a new Tasks record to add a new task to Aptify.
- My Recently Reviewed Cases: This instance of the Most Recently Used control provides quick access to recently viewed Cases records and views by the current user. Note that this view is collapsed by default, but a user can expand, and collapse dashboard parts as needed using the caption button (click the plus sign to expand and the minus sign to collapse).
- My Open Cases By Priority: This is a list view of all open Cases (cases that have not yet been completed), sorted by priority, that are assigned to the current user. The view includes a hierarchy to display information about Related Issues.
- New Cases Today: This is a list view of all Cases submitted today. The view includes a hierarchy to display information about Related Issues.
- Average Response Time by Rep: This is a chart view that displays the average response time for cases sorted by the Primary Assignee assigned to the case. Clicking on a section of the chart opens the Case Drill Down list view that displays the submitted Cases for the selected Customer Service Representative (CSR).
About the Customer Support User Committee Management Application
The Customer Support user subscribes to the Committee and Committee Terms services by default in the Committee Management application. The dashboard for the Committee Management application includes the following elements from top to bottom:
- Active Committee with Terms: This is a list view of active Committees and includes a view hierarchy of related Committee Terms.
- Active Committee Terms with Hierarchies: This is a list view of active Committee Terms and includes view hierarchies of Committee Meetings, Members and Nominees.
About the Customer Support User Expo Management Application
The Customer Support user subscribes to the Booths and Expo Priority Points services by default in the Expo Management application. The dashboard for the Expo Management application contains the following elements from top to bottom:
- Priority Point Totals: This pivot table displays aggregate priority point totals for exhibitors.
- Current/Upcoming Events - Assigned Booths: This pivot table displays information about booth assignments for upcoming and current events.
About the Customer Support User Meeting Management Application
The Customer Support user subscribes to the Meetings service by default in the Meeting Management application. The dashboard for the Meeting Management application contains the following elements from top to bottom:
- Registration Count - Current/Upcoming Meetings: A pivot table that provides information about the number of registrations for upcoming meetings and their corresponding orders.
- Current/Upcoming Meetings: This list view displays information about current and future meetings. The view includes a view hierarchy to display information about the meeting's sessions.
About the Customer Support User Order Entry Application
The Customer Support user subscribes to the Bulk Orders, Orders, Payments and Standing Orders services by default in the Order Entry application. The dashboard for the Order Entry application contains the following elements from top to bottom:
- Orders in Last 7 Days: A list view of Orders that have been created over the past 7 days (based on Order Date).
- Payments in Last 7 Days: A list view of Payments that have been recorded over the past 7 days (based on Payment Date).
About the Customer Support User Subscription Management Application
The Customer Support user subscribes to the Subscriptions service by default in the Subscription Management application. When loading the dashboard for the Subscription Management application, a prompt view dialog appears to lookup subscriptions by Subscriber and/or the subscription product's name.
After entering the appropriate search information, the Customer Service Subscriptions dashboard displays a list view of subscription based on the search criteria.
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