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Welcome Page
Video Introduction
Knowledge Base
Feature/Functional Table
Training Options
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This table presents a detailed description of the features and funcational changes that will take place when the upgrade is deployed.
| No. |
Feature |
New |
Changed |
How |
|
1 |
Knowledge Base |
X |
|
|
· Write articles or questions/answers that will help call takers provide callers with the correct information in seconds.
· Click on the Knowledge Base tab in the Related Information section of the Call Center tab for quick access to information.
· Easily email Knowledge Base articles to your callers.
· Display the Knowledge Base on your website, making your QAlert installation a full-service customer service enterprise.
· Send visitors to your Knowledge Base and FAQs before allowing them to submit a service request.
· Set authors for Knowledge Base articles by Service Request type.
· "Tag" Knowledge Base articles, including keywords to enhance full text searching. |
|
· Write articles or questions/answers that will help call takers provide callers with the correct information in seconds.
· Click on the Knowledge Base tab in the Related Information section of the Call Center tab for quick access to information.
· Easily email Knowledge Base articles to your callers.
· Display the Knowledge Base on your website, making your QAlert installation a full-service customer service enterprise.
· Send visitors to your Knowledge Base and FAQs before allowing them to submit a service request.
· Set authors for Knowledge Base articles by Service Request type.
· "Tag" Knowledge Base articles, including keywords to enhance full text searching. |
|
· Write articles or questions/answers that will help call takers provide callers with the correct information in seconds.
· Click on the Knowledge Base tab in the Related Information section of the Call Center tab for quick access to information.
· Easily email Knowledge Base articles to your callers.
· Display the Knowledge Base on your website, making your QAlert installation a full-service customer service enterprise.
· Send visitors to your Knowledge Base and FAQs before allowing them to submit a service request.
· Set authors for Knowledge Base articles by Service Request type.
· "Tag" Knowledge Base articles, including keywords to enhance full text searching. |
- Write articles or questions/answers that will help call takers provide callers with the correct information in seconds.
- Click on the Knowledge Base tab in the Related Information section of the Call Center tab for quick access to information.
- Easily email Knowledge Base articles to your callers.
- Display the Knowledge Base on your website, making your QAlert installation a full-service customer service enterprise.
- Send visitors to your Knowledge Base and FAQs before allowing them to submit a service request.
- Set authors for Knowledge Base articles by Service Request type."Tag" Knowledge Base articles, including keywords to enhance full text searching.
|
| 2 |
Service Request Type Entry |
x |
x |
- A more compact screen allows users to enter new request types and details without scrolling.
- Features three tabs:
- Type Options for the service request type's basic details.
- Routes for adding the names of those responsible for addressing the issue, as well as escalation on inactivity.
- Knowledge Base adding knew articles and FAQs, as well as controlling the permissions of article authors.
|
| 3 |
Map View Controls |
|
X |
- A dynamic compass-style directional, instead of clicking and dragging, allows quick map scanning in any direction.
- Show/Hide options on the map view controls.
- Bird's Eye View in maps (where bird's eye imagery is available).
- Activated in the Call Center and Service Request tabs, and the Activity area.
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| 4 |
Web Interface |
X |
|
- Municipalities can offer a one-stop, web-based solution for citizen service, opting to include the Knowledge Base articles or FAQs as the first stop for a citizen looking to submit a service request.
- Public Knowledge Base interface displays "Popular Articles" based on user-configured articles.
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| 5 |
Import Tools |
X |
|
- New import for service request types, routes, knowledge base articles, and authors.
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| 6 |
Reports |
X |
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- New report - Service Request Summary by Responsible Party.
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| 7 |
User Settings |
X |
X |
- Set how many rows of service requests will show per page in the list view.
- Set a default number of days that the search tool will use to look backward from the current date.
- Choose to show the navigation and the map view dashboard on Virtual Earth maps.
- By default, set the Call Center tab's Request Type Must Match checkbox to always be selected.
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