SupportCenter Plus

    Account Details Page

    The details of the account added by you, while creating the account is displayed under Accounts Details page. You can edit, delete and view the requests associated to the account from this page. In addition, you can associate contacts and products, add contacts, advisory and sub account to the account.

     

    To view the accounts details page,

    1. Click on the Accounts tab in the header pane to open the accounts details page.

    2. Select the Account Name link of the account to be viewed. The View Account Details page opens.


    The following topics are discussed in this section,


    Account Details

     

    This block displays details of the account that was entered while adding the account information. In addition, the account details block contains an option to view all the requests raised for that account and also perform operations such as edit, mark as inactive, and delete the account.

     

    account-details

     

     

    Edit Account

     

    You can also edit an account from the account details page,

    1. Click Edit Account button.

    2. The Edit Account page opens with the values populated while adding the account.

    3. Modify the details and click Update.

     

    Mark as Inactive

     

    You can mark an account as inactive from the account details page. When you make an account as inactive, the sub-account details added to that account will also become inactive and you cannot add new task, event, product, or contact under the inactive account. [To know more, refer Marking an Account as Inactive.]

     

     

    Delete Account

     

    To delete the account:

    1. Click on Delete Account button.

    2. A confirmation dialog appears.

    3. Click Ok to proceed. The account is removed from the list.

    Note

    note

    When you try to delete an account with one or more request associated with it, a message stating that the account cannot be deleted; instead it can be made inactive appears. If you wish to mark the account as inactive, click OK.

     

     

    Recent Requests

     

    You can view the recently raised account's requests. This helps you to understand the kind of requests received from the account. A total of five requests can be viewed in the Account Details page. To view the remaining requests click View All Requests link. You can also add a request from this page,

    1. Click Add Request link. An Add Request form pops-up.

    2. Enter the Contact Name. The contact name is mandatory field.

    3. The account for which the request is raised is specified in a non-editable field.

    4. If the contact details are available in the application, the E-mail, Phone, Mobile fields are automatically populated.

    5. Specify the Request Title. This field is also mandatory.

    6. Enter the Description of the request in the field provided.

    7. Click Save.

    8. If you need to add more details for the request, click Add more Details link. The page navigates to add new request under Request module.

    accounts-request

     

     

    Sub Accounts

     

    You can add any number of Sub Accounts to the Account. Say, if HP in U.S. is the Account, then its branches in Germany, Spain, India, Canada, Japan, Singapore can be taken as Sub-Account. In addition, you can also associate contacts to the sub account. Thus keeping a track of all the sub account information.

     

    sub-accounts

     

    Adding New Sub Account

    1. Click on Add Sub Account button. The New Sub Account form opens with the account name in non editable text.

    2. Specify the Sub Account name. The name is a mandatory field.

    3. Enter the Annual Revenue for the support service for the sub account.  

    4. Specify the Email, Phone, Website and Fax of the account in the respective fields.

    5. Select the Type of Industry and Time Zone of the sub account from the drop down list.

    6. Specify the Domain Names for the sub account. The domain name is essential when contacts raise requests for the first time, the contact is automatically associated to the sub account with the specified domain name.

      Say, John (john@mycompany.com) sends an email to supportcenter for the first time and the domain, mycompany.com is already mapped to the sub account MyCompany Inc., then John would automatically be associated to MyCompany Inc.  

      The Auto-Assign contact to sub account option can be enabled in Settings under Admin module.

    7. Specify the Address of the account in the given text fields.

    8. You can also specify relevant information about the account in the Description field.

    9. If you would like to attach a file with the account then click Attach a file button and attach the document.

    10. Save the details.

    Convert Sub-account to Account

    1. Click Convert as Account icon convertasaccount-icon as shown in the above image.

    2. A dialog box pops up asking you confirmation on the change process.

    3. Click Ok to proceed. You can see the changed sub-account to account in the Accounts list view.

     

    Viewing Sub Accounts

     

    You can view the details of the sub account which you have added while creating the sub account under View Sub Account Details page.  From this page, you can view all the sub account's requests, edit and delete the sub account. In addition, you can also associate contacts to a sub account.

     

    Associating Contacts to Sub Accounts

      1. Click on the name of the Sub Account to associate contacts. The View Sub Account Details page opens.

      2. From this page, you can either search for contacts, associate bulk contacts from the contact list or add a new contact. To know more on associating contacts refer Contacts.

     

    Viewing Sub Account's Requests

     

    You can view the recently raised account's requests. This helps you to understand the kind of requests received from the sub account. A total of five requests can be viewed in the Sub Account Details page.

    To view the remaining requests

      1. Click View All Requests link.

      2. You can also select the type of requests to be viewed from the Filter drop down.

      3. Close the window.

     

    Edit Account

     

    You can also edit a sub account from the sub account details page,

      1. Click Edit Sub Account button.

      2. The Edit Sub Account page opens with the values populated while adding the sub account.

      3. Modify the details and click Update.

     

    Delete Sub Account

     

    To delete the sub account,

      1. Click on Delete Sub Account button.

      2. A confirmation dialog appears.

      3. Click Ok to proceed. The sub account is removed from the list.

     

    Contacts

     

    You can search for existing contacts, associate bulk contacts or add a new contact for an account.

     

    Associating existing contacts

    1. Specify the contact name in Select a Contact field. If the contact name is available in the list, the name with the email id is listed.  Select the contact from this list.

    associate-contacts

    1. Click Add to list button. The specified contact is added to the contact list as shown.

    You can also add a new contact and enter the contact details subsequently.

    1. Specify the contact name in Select a Contact field.

    2. Click Add to List button.

    3. A dialog box appears, confirming to add the new contact and associate to the account.

    4. Click Ok to proceed. The contact gets added to the list.

     

    Associating Bulk Contacts

    1. Click Associate Contact button to open all the Recently Added Contacts list view page.

    2. Enable the check box beside the contact names you wish to associate with the account.

    3. Click Associate button. You need not select the account from the drop down as the account name is already displayed.  

    4. The selected contacts are associated to the account and can be viewed in the account details page.

    associating-bulk-contacts

     

     

    Add New Contact

    1. Click on New Contact button.

    2. The Contact Details page drops down, where you can specify the contact Name, E-mail ID and Phone number. The Name is a mandatory field.

    3. Specify the access permissions for the contact to view the request by selecting any of the three radio buttons.

      • Their Own Requests only: Contact can view only their own requests in the account.

      • All requests from their account (Primary Contact): Contact can view all the requests in the account.

      • All requests from their account and sub account: Contacts can view all the requests from their account and sub accounts.

    1. Specify the Login details such as the login name and password.

    2. Save the details.

     

    Associate Products

     

    You can also associate products to an account from the accounts details page. On associating the products with the account, support rep handling the account will be aware of the product list under the account with its price, warranty period and date of sale.

    1. Click Associate Product button to open the Associate Product page.

    2. The account name is displayed in non editable text.

    3. Select the Product Name from the drop down. The product name is a mandatory field.

    4. On selecting the product, if the Unit Price ($) for the product is mentioned, then the price is populated in the respective field.

    5. Select the Date of Sale from the calender icon calender.

    6. Select the Warranty Period for the product in years and months from the drop down.

    7. Specify the No of Units. The Net Price ($) for the product is calculated based on the Unit Price and the No of Units mentioned.

    8. If there are any Discounts ($) or Tax Rate (%) for the product, then the same can be specified in the respective fields. The Net Price ($) will be calculated accordingly.

    9. You can also enter a note regarding the product in the Comments field.

    10. Save the details. The associated product gets displayed under the Products block.

     

    Add Contracts

     

    If required, you also have an option to add contracts to the account/product from the accounts details page. The complete details of the contract along with active period, support plan and status can be viewed.

    1. Click Add Contract button to open the New Contract page.

    2. Specify the contract details and Save the changes. For more information refer Add New Contract page.

    3. You can see the newly added contract getting displayed under the Contracts block.

     

    Adding Advisory

     

    You can add advisory notes about the account that includes, consultative opinions, announcements of issues, contract expiry notice and so on. You also have an option to display the advisory in the request details page.

    For instance, a Service Contract for a printer has expired and a request on servicing the printer is raised to your support team. In this case, add a advisory stating that the Maintenance Contract for the printer has expired and display it in the request details page. So that the support rep assigned with the request will be aware that the contract for the product has expired and will take necessary steps.  

    advisory-view

    1. Click Add Advisory button. The Add Advisory page opens.

    2. Specify the advisory in the given text box.

    3. If you wish to display the advisory in the request view page then select the option by enabling the check box. By default the check box will be selected. If you do not want to display the advisory in the request view page then de-select the check box.

    4. Save the changes.

     

    Adding Tasks

     

    The Tasks associated to the account are listed under the Task block. Click the Title link of the task to view the task details. The page redirects to the Activities tab, from where you can perform edit and delete operations. You also have an option to add new tasks from this page. Refer Add New Task to know more.

     

     

    Adding Events

     

    The Events associated to the account are listed under the Events block. Click the Title link of the event to view the event details. The page redirects to the Activities tab, from where you can perform edit and delete operations. You also have an option to add new event from this page. Refer Add New Event to know more.

     

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