Customer Care - Employee profile settings

For an employee to use customer care, there are several settings that can help the user to make it easier to use. This page describes the available settings and why you need them or where you can use them for.

Roles and permissions

Please make sure that you have a role assigned to your profile that gives you access to Customer Care. For more details, please refer to the page Customer Care - Permissions

Since Customer care is depending on the details of the customer to be able to make it work, you will be required to have at least GDPR level 2, but preferably even GDPR level 3 to make good use of Customer Care.

You can find this in your profile and to change it follow these steps:

Click on the button with the dots in the top right corner
Select the menu option 'Edit profile'
Click on the second tab with the name 'Settings'
Set the appropriate GDPR level for the two fields 'Privacy level database fields' and 'Privacy level user interface fields'.
Click 'Update settings'

Allowed inbox configuration

Per employee, it is required to configure the email inboxes that they are allowed to see. This is a required step to configure before a user can start using the email feature of Customer Care.

Setup is done with the following steps:

Go to the employee page in the back office manager
Scroll down until you see the card 'Inbox configurations'
Press the button 'Add inbox'
Select the email address that this employee should be able to have access to
Optionally, tick the box 'Use as default inbox'. This will make sure that this inbox is selected by default when the employee goes to the email inbox page. You can select multiple email addresses as default, they would all be preselected and all the emails are visible by default. (Note; the more inboxes you select, the longer it will take to load the page).
Press 'Add inbox'
Repeat the steps above if you need to give access to more than one inbox

Default location setting

In Customer Care it is required to set the applicable location for messages and cases, this can be done in a drop down menu with all the locations that exist in the system, however, for some employees it will always be the same location (or at least in most of the times) because they are actually working at that specific location. In this scenario, it would be much easier to change the value to something else in those rare scenarios where it is different compared to always needing to select the same location.

To solve that it is possible to pre-select the location selection based on your personal preference. This will make sure that the drop down won't be empty but starts with the selected value. It can still be changed before saving a case or replying to a message, but it will be easier in most cases to work with.

To configure this;

Go to the employee page in the back office manager
Click on the button with the dots in the top right corner
Select the menu option 'Edit profile'
Click on the second tab with the name 'Settings'
Choose the appropriate location for the field 'Default location'
Click 'Update settings'

Default email template

While sending an email from customer care, it will always require you to select an email template. The email template is used for the sender's email address and the look-and-feel (color scheme, header, footer).

It is possible to always select this manually, this is specifically useful if you use a lot of different templates to send answers, however, for many users of customer care it will be most often be the same template.

If that is applicable, you can set the default template. It will make sure that it is pre-selected, but you can still manually change it before sending the email.

Steps to configure this (per employee);

Go to the employee page in the back office manager
Click on the button with the dots in the top right corner
Select the menu option 'Edit profile'
Click on the second tab with the name 'Settings'
Choose the appropriate template for the field 'Default email template'
Click 'Update settings'