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Customer Services on the Web - limiting the features

  • 1.  Customer Services on the Web - limiting the features

    Posted 6 days ago
    We are beginning to use the Customer Services side of the web a lot more now and one of the comments has been, they don't need to see all the features. In fact, we only want them to see 4 or 5. I am sure there was a way to limit these but I cannot remember where to do this - please could someone point me in the right direction? I have checked the help notes and whilst helpful, I cannot find the part about setting it up.

    Thanks in advance.

    Laura

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    Confirm Support Ringway Jacobs
    Senior Technician
    Ringway Jacobs Ltd
    Chelmsford
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  • 2.  RE: Customer Services on the Web - limiting the features

    Pitney Bowes
    Posted 5 days ago
    Hi Laura,

    Hope you are doing well.   I understand you want to limit the enquires being observed by user on Confirm Customer Services.

    Action Officer has a data key associated with them called "Enquiry Data Key".  Where an Enquiry is assigned to an Action Officer with this Data Keyset, only Users with Data Key access to the Enquiry Subject and the assigned Action Officer's Enquiries Data Key will be able to view the Enquiry.

    I will wait for the response if this helps to implement the same.


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    Ritushree Mishra
    Pitney Bowes Software India Pvt. Lt
    NOIDA
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  • 3.  RE: Customer Services on the Web - limiting the features

    Posted 5 days ago
    Hi Ritu,

    Thanks very much for your response but I don't think it answers the question. These are our contact centre users, they need to see all the enquiries and all the subjects to record them. It is the features we need to limit, so only when in the customer services on the web, they can only see one feature group, the rest are hidden when they tick the show features button. The below map is really cluttered, they just need to see the street features:

    Map showing features

    Thanks,


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    Confirm Support Ringway Jacobs
    Senior Technician
    Ringway Jacobs Ltd
    Chelmsford
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  • 4.  RE: Customer Services on the Web - limiting the features

    Pitney Bowes
    Posted 5 days ago
    Hi Laura,

    Thank you for showcasing the  business reason behind the query. Yes, i would agree, this needs to be sorted in some manner. There are two ways  that I can think of :
    • Device and Web Data Key:: Controls the data on connect and Confirm Web . This is available on the Feature group.
    • Another option that is available is the contract area. Enquiries can be restricted based on the COntract area. Those users not having access to a particular contract area, will not observe any associated features.
    I can also raise this to our expert ( via software support) and get final confirmation on any other possible way. Please let me know if that will be helpful.

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    Ritushree Mishra
    Pitney Bowes Software India Pvt. Lt
    NOIDA
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  • 5.  RE: Customer Services on the Web - limiting the features

    Posted 5 days ago
    Hi Ritu,

    I have looked at the device and web data key and to limit here is going to be very complicated as we use this quite a bit already in other areas and may remove additional information without realising.

    If we are able to get any other suggestions, this would be really helpful please.

    Thanks, Laura




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    Confirm Support Ringway Jacobs
    Senior Technician
    Ringway Jacobs Ltd
    Chelmsford
    ------------------------------



  • 6.  RE: Customer Services on the Web - limiting the features

    Posted 5 days ago
    Hi Laura,

    Advisers can also use the Filter button on the Map when creating new Enquiries to limit what Feature Types they are seeing.. not sure if that helps. I.e I filtered to see only Grit Bin features in the example below by typing the Feature Type. Regards Scott


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    Scott Hill-Anderson
    Senior Technical Officer
    WEST LOTHIAN COUNCIL
    Bathgate
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  • 7.  RE: Customer Services on the Web - limiting the features

    Posted 5 days ago
    Hi Scott,

    Thank you, seen that as well but not sure the guys on the held desk will want to do this every time - sorry to be awkward but I am hoping to make the process as streamline as possible to keep call times down, so needs to be ready to go.

    Thanks, Laura

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    Confirm Support Ringway Jacobs
    Senior Technician
    Ringway Jacobs Ltd
    Chelmsford
    ------------------------------



  • 8.  RE: Customer Services on the Web - limiting the features

    Posted 5 days ago
    Hi Laura,

    There was an idea I raised a while back to link Feature Groups to Enquiry Subjects/Defect Types (https://ideas.pitneybowes.com/ideas/CONFIRM-I-672).

    This was originally for ConfirmConnect, before ConfirmWeb, but could be applied to all clients.

    This would be to apply dynamic filters, based on previous selections, rather than completely restricting a user, so there wouldn't be any extra steps required to be adopted.

    Appreciate it doesn't help you right now, but thought this enhancement may be what is required to achieve what you are looking for?

    Regards

    Haf

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    Hafezur Rahman
    Application Specialist
    Richmond and Wandsworth Councils
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  • 9.  RE: Customer Services on the Web - limiting the features

    Posted 5 days ago
    Hi Haf,

    Not sure I completely understand, I will have to have a look, fingers crossed.

    I have tried limiting by the data keys as suggested though and I don't think this will work as we only need to hide the features on the map filter, not completely. For example, I have hidden a feature group which they don't need to see under the map filter BUT they need to see any existing enquiries if linked to that feature. In this scenario (please see screenshots below) the feature doesn't display on the filter, but additionally the existing enquiry linked to that feature also doesn't display which is not what I need. Contact Essex need to have all enquiries visible to them.

    No enquiry displayed

    Outstanding enquiry in Confirm:

    Enquiry within Confirm

    Any other suggestions would be gratefully received.

    Thanks, Laura

    ------------------------------
    Confirm Support Ringway Jacobs
    Senior Technician
    Ringway Jacobs Ltd
    Chelmsford
    ------------------------------



  • 10.  RE: Customer Services on the Web - limiting the features

    Posted 5 days ago
    Hi Laura,

    Sorry about the confusion, the idea I referred to in my previous post is still at the 'Future Consideration' status and has not been developed yet.

    If/when PB do consider this and plan development, ConfirmWeb can potentially benefit from this as well? We are not using ConfirmWeb yet, but from the initial testing I have carried out of this, I feel the idea will help to de-clutter the map of features which may not be applicable.


    With the current Confirm functionality available, the only other option I can think of, to add to the previous suggestions, is to incorporate a layer showing enquiries, defects and jobs into a custom web map service overlaid over your basemap, so that when feature filtering is applied, it will not apply to the custom web map service?

    I don't know if this is practical with an OnDemand environment, as you would need frequent updates from the Confirm db to get the recent data to display on the custom web map service, and you would need GIS expertise to create this if you don't have any existing map services you can use.

    Regards

    Haf

    ------------------------------
    Hafezur Rahman
    Application Specialist
    Richmond and Wandsworth Councils
    ------------------------------



  • 11.  RE: Customer Services on the Web - limiting the features

    Pitney Bowes
    Posted 5 days ago
    Yes, I would agree, other than options and enhancement discussed there doe snot seem to be any other way. Still, i have raised a support case to get comments from the implementation team.

    I shall conclude this thread after getting their reviews. Certainly voting for this Idea can highlight the importance and can bring this into consideration by product managment.

    ------------------------------
    Ritushree Mishra
    Pitney Bowes Software India Pvt. Lt
    NOIDA
    ------------------------------



  • 12.  RE: Customer Services on the Web - limiting the features

    Posted 4 days ago

    Hi Haf and Ritu,

    OK that is fine, will add my vote. Could we limit all the enquiries to see one feature group only with this idea? Contact Essex literally need to just see the street assets so they can ascertain if they submit the enquiry or advise the customer that the road is private (assuming there is no way to block the enquiry being submitted on a private street? Again, they need to see it is private but not be able to submit).

    Thank you very much for raising the case too.

    We came up with a few more ideas for Customer Services on the Web, summarised below which i will add to the ideas portal.

    - the number of enquiries returned by the search to be displayed
    - private streets or streets in the NSG but not maintained by us, 'blocked' with message so enquiries cannot be submitted
    - mandatory fields to be highlighted more clearly than *
    - attributes to be housed in their own collapsible section

    Thanks,

    Laura





    ------------------------------
    Confirm Support Ringway Jacobs
    Senior Technician
    Ringway Jacobs Ltd
    Chelmsford
    ------------------------------