The customer sub-account view is one of the most used pages within the SOLID framework, and is an important tool in the arsenal of any support agent. The enhancements listed below help ensure that all Customer Support Agents have easy access to the critical customer information they need.
List of Enhancements
- Tabbed navigation
- New Deleted Services tab
- New Orders tab
- New Tickets tab
The sub-account view can be accessed from the main account’s contracts tab, by clicking on any of the listed sub-accounts.
The new sub-account view has been enhanced with a tabbed navigation interface – this gives more ‘on-screen’ space for important information and improves content management.
In addition to a list of installed customer services, we’ve also added 3 new tabs. Each tab name displays the number of listed items it contains in brackets.
The installed services tab lists all active services linked to the selected sub-account. An additional tab has been added for listing all deleted services linked to the selected sub-account. Agents are now able to instantly identify services that are not active for the selected sub-account.
A list of all sales order lines associated with a sub-account is now available via the orders tab. Agents can effortlessly keep track of an order lines status, and when it was created or last updated. Agents are now able to easily confirm the status of a sales order in the event of a customer query.
Details for the sales order associated with an order line are accessible by clicking on the order number in the order column. Sales order line details are accessible by clicking on the product name in the product column.
Tickets that relate to the selected sub-account are listed under the tickets tab. Agents are now not only able to see the state of a customer’s sales order, but also how far along in the process an installation is. In the event that a ticket was raised as a result of a customer email, agents are easily able to view the communications history relating to the customer.
* Please note: Note that all features indicated on SOLID Help are available in SOLID core. They may however not be enabled on your specific configuration. Please contact your Account Manager for more information.