Customer Service Team Maintenance

Menu Path: Customer Service $Images\bluerarw.gif$ Module Setup $Images\bluerarw.gif$ Customer Service Team Maintenance

Purpose

Define valid customer service teams.
Assign users to customer service teams.
Re-assign customers to other customer service teams.

Overview

Use Customer Service Team Maintenance to define valid customer service teams and users that are assigned to those teams.

Customer service team members only have access to customers that are in their team(s) when running Customer Service Task Management.

Creating Customer Service Teams

To add a new customer service team:

Click the New button in the ribbon.
Enter a name for the customer service team in the Customer Service Team field.
Enter a description of the customer service team in the Description field.
Double-click the user ID in the Eligible Members grid for all users you want to include in the customer service team. If you want to remove a user ID from the customer service team, double-click the user ID in the Team Members grid.
Click the OK button in the ribbon. The customer service team is created.

Updating Customer Service Teams

To update a customer service team:

Enter the customer service team name in the Customer Service Team field.
Click the Update button in the ribbon.
Update the customer service team description, customer service team members, or customer service team assigned to customers.
Click the OK button in the ribbon. The customer service team is updated.

Deleting Customer Service Teams

To delete a customer service team:

Enter the customer service team name in the Customer Service Team field.
Click the Delete button in the ribbon.
Click the OK button in the ribbon. The customer service team is deleted.

Note You cannot delete a customer service team if it was already assigned to a customer.

Displaying Customers Assigned to a Team

To display all customers assigned to a customer service team, select a team, then click the Show Data button in the ribbon.

Changing Customers’ Team Assignments

To change the customer service team assigned to a specific customer, click the Update button in the ribbon, double-click the related cell in the Team column, and double-click the new customer service team.

If you want to move all the customers in a team to another team, click the Global Update button in the ribbon, and select the new team to which the customers should be assigned.

Ribbon Home Tab Buttons

Button	Description
Exit	Click this button to close the Customer Service Team Maintenance window.
New	Click this button to create a new customer service team.
Update	Click this button to update the selected customer service team.
Delete	Click this button to delete the selected customer service team.
Show Data	Click this button to display all customers for the selected customer service team.
OK	Click this button to accept an action. This button is only available after you click the New, Update, or Delete button in the ribbon.
Cancel	Click this button to cancel an action. This button is only available after you click the New, Update, or Delete button in the ribbon.
First	Click this button to display the first customer service team.
Prev	Click this button to display the previous customer service team.
Next	Click this button to display the next customer service team.
Last	Click this button to display the last customer service team.
Global Update	Click this button to display Team Selection, which allows you to select a new customer service team for all customers currently assigned to the selected customer service team.

Fields and Buttons

Field or Button	Description
Customer Service Team	Enter the name of the customer service team, or click the Lookup button to select an existing customer service team.
Description	Enter a description of the customer service team.

Main Tab Fields and Buttons

Field or Button	Description
Eligible Members	This grid displays the user ID's of all users who you can add to the selected customer service team.
Add	Click this button to add the user ID selected in the Eligible Members grid to the Team Members grid.
Add All	Click this button to add all user ID's in the Eligible Members grid to the Team Members grid.
Remove	Click this button to remove the selected user ID from the Team Members grid.
Remove All	Click this button to remove all user ID's from the Team Members grid.
Team Members	This grid displays the user ID's of all users in the selected customer service team.
Manager	Enter the user ID of the manager of the customer service team, or click the Lookup button to select the manager's user ID.
Customer Specific	This grid displays customers assigned to the selected customer service team. This grid includes the following columns: Customer Code - This column displays each customer's code. Customer Name - This column displays each customer's name. City - This column displays the city for each customer. State - This column displays the state or province for each customer. Postal Code - This column displays the postal code for each customer. Team - This column displays the customer service team assigned to each customer. In Update mode, you can double-click this field to assign a customer to another team. Double-click a customer to display Customer Maintenance, which allows you to view and update information for the customer. Note If you are not authorized to use Customer Maintenance, the Customer Inquiry window appears instead, and allows you to view information for the customer.