customer service coursebook - blackbaud · customer service course book finding an interaction key...

Customer Service Course Book

Customer Service

Team Approach®

Fundraising and Marketing Software

Table of Contents

Customer Service iii

Table of Contents

About the Course .................................. ............................................................................. 5

How to Use this Course Book ....................... .................................................................... 6

Interactions....................................... ............................................................................. 1-1

Customer Service Entry Screen ..................................................................................................1-3

Finding an Interaction .................................................................................................................1-8

Creating an Interaction ............................................................................................................. 1-11

Entering Interaction Details ....................................................................................................... 1-14

Viewing Hints or Prompts for Handling an Interaction ............................................................... 1-19

Viewing and Updating Information for the Account ................................................................... 1-21

Ticklers and Warnings ............................. ..................................................................... 2-1

Working with Ticklers ..................................................................................................................2-2

Creating a Warning .....................................................................................................................2-7

Customer Service Transactions ..................... ............................................................. 3-1

Entering a Customer Service Transaction...................................................................................3-2

Benefits .......................................... ................................................................................ 4-1

Finding a Benefit Your Organization Offers.................................................................................4-2

Viewing Benefits .........................................................................................................................4-5

Tracking Inventory .................................................................................................................... 4-15

Survey Responses .................................. ...................................................................... 5-1

Survey Response Entry Screen ..................................................................................................5-2

Finding and Entering Survey Responses ....................................................................................5-4

Inquiry and Referral View ......................... .................................................................... 6-1

iv Customer Service


The Inquiry and Referral View Screen ........................................................................................6-3

Finding Interactions .................................................................................................................. 6-11

Creating a New Interaction ....................................................................................................... 6-14

Viewing Affiliation Information ................................................................................................... 6-18

Searching for Service Providers ............................................................................................... 6-21

Viewing and Updating Questionnaire Information ..................................................................... 6-25

About the Course

Customer Service 5

About the Course

� Course Description

The Customer Service course presents an in-depth explanation of the key concepts, fields, and tasks related to tracking and handling donor or member questions, requests, or complaints. At the end of the Customer Service course, students should have a firm understanding of how to find and create interactions, record an account’s comments and complaints, and update account information such as addresses, telephone numbers, and classifications.

� Intended Audience

The Customer Service course is specifically designed for Team Approach users who work in their organization’s Customer Service or Donor Services department or who routinely handle calls or letters from the organization’s constituency. Attendees should have a solid knowledge of TA system-wide features and the Accounts Management module. A solid understanding of how to navigate in a Windows-based environment and a general understanding of fundraising and donor tracking is assumed.


How to Use this Course Book The labels and icons used throughout this course book are described below.

Overview Text preceded by the Overview label provides a brief explanation of the section topic.

In This Section

Text preceded by the In This Section label provides a table of contents for each Team Approach screen and task covered in the section.

Accessing the Screen

Text preceded by the Accessing the Screen label provides instructions on how to access the related screen.

Screen Summary

The Screen Summary label indicates that a screen capture is provided. Field names and descriptions related to the screen capture follows the screen summary.

Key

Concepts

Text preceded by the Key Concepts symbol indicates important information related to the successful completion of the related task. It is recommended that you read the key concepts before beginning the task.

Screen Steps

The Screen Steps symbol indicates that a screen capture is provided to illustrate the steps necessary to complete the related task.

Step by

Step

Pages that begin with the Step by Step symbol provide step-by-step instructions that correspond to the Screen Steps screen capture. These step-by-step instructions contain all of the information necessary to complete the related task.

Section Summary

Pages that begin with the Section Summary label provide a bulleted list of summarized points related to the section topic.

Interactions

Customer Service 7

Interactions

Overview The term “interaction” refers to any contact between your organization and an account. For example, a call from an account requesting information about your volunteer program and an invitation to a special event from your organization to an account are both interactions. You can create an interaction for an account through the Customer Service module by using the Customer Service Entry screen (e.g., create an interaction to indicate that the donor has requested your organization’s newsletter). While you are entering an interaction, you can access and update information about the account through the Customer Service Entry screen. You can also view interactions on the Customer Service Entry screen that were created through an account note or update procedure.

In This Section Customer Service Entry Screen ..................... ....................................................................

Finding an Interaction ............................ ....................................................................

A. Finding Interactions for an Account .....................................................................................

B. Finding Interactions for a Date Range ................................................................

Creating an Interaction ........................... .....................................................................

A. Creating an Interaction ................................................................................................

B. Creating an Anonymous Interaction ....................................................................................

Entering Interaction Details ...................... ........................................................................

A. Entering Interaction Details ................................................................................................

B. Entering Response Information ..........................................................................................

C. Creating a Multiple-page Interaction ...................................................................................

D. Setting the Contact Information for the Interaction ..............................................................

E. Changing the Account for an Interaction ................................................................

Viewing Hints or Prompts for Handling an Interactio n ..................................................

Viewing and Updating Information for the Account .. .....................................................


A. Updating Account Information .............................................................................................

B. Accessing Giving History Information ................................................................

C. Accessing Benefit Information ............................................................................................

D. Accessing Account Activity Information ................................................................

Customer Service Entry Screen

Customer Service 9

Customer Service Entry Screen Accessing the Screen

Select Customer Service Entry from the Customer Service module on the Main Menu or the Goto Menu.

Screen Summary

The fields, blocks, and buttons on the Customer Service Entry screen are described below and on the following pages.

Interaction Overview Information

Field Name Description

Account ID The Account ID of the current account. The account’s name line appears to the right of this field. Press [F9] to select the name of the person with whom the interaction took place.

Date The date of the interaction.

Pg The page of the interaction. The total number of pages appears to the right of this field (e.g., for interactions handle multiple topics).

Status The status of the interaction (e.g., open, completed).

Account Information Block

10 Customer Service


Each of the following lines in the Account Information block corresponds to an entry screen (e.g., Name Entry); you can zoom to the corresponding entry screen. A plus “+” sign in any of these lines indicates that there is more than one record for the type of information displayed (e.g., multiple names).

Line Description

Name This line displays the first name added to the account.

Address This line displays the account’s preferred address.

Telephone This line displays the account’s preferred telephone number.

E-mail This line displays the account’s preferred e-mail address.

Classification This line displays a classification for the account.

Giving History Block

You can zoom from the Giving History block to access the Giving History Detail screen.

Column Name Description

Date The date of the transaction.

Pledge The pledge amount for the transaction

Payment The payment amount.

Source The source code by which the transaction was received.

GK The gift kind, e.g., “IN” for installment.

GT The gift type, e.g., “AD” for additional gift.

PM The payment method, e.g., “CK” for check.

SC The type of soft credit, if applicable, e.g., “GM” for gift matched.

Benefits Awarded Block

The benefits displayed in the Benefits Awarded block correspond to the transaction highlighted in the Giving History block. You can zoom from the Benefits Awarded block to access the Benefits Awarded screen.


Benefit The code for the benefit.

Pulled The date on which the benefit was last pulled, if applicable.

Expires The date on which the benefit expires, if applicable.

OK Whether the benefit is OK to deliver, if applicable.

More Info The benefit’s description, or the recipient of the benefit, if the donor and the recipient are different.


Customer Service 11

Customer Service Entry Screen (continued)

Screen Summary

The fields, blocks, and buttons on the Customer Service Entry screen are described below and on the following page.

Account Activities Block

You can zoom from the Account Activities block to access the Account Activity screen.


Activity Type The activity type associated with the account activity.

GL The current giving level associated with the activity type.

Current Activity The current activity associated with the activity type.

Sts The account’s status in the activity (e.g., “P” for prospect).

12 Customer Service


Interaction Details Block


Interact Cat The interaction category. This is the group to which the interaction belongs for reporting purposes (e.g., “MS” for Member Service).

Interact Type The interaction type. This is the reason for the interaction (e.g., “ADDRESS” for a change of address). A plus “+” sign in this field indicates that you can access a note containing information specific to the type of interaction.

Interaction Details Block (continued)


Technique The method of communication and the direction of the communication (e.g., “CF” for a call from the account).

Program The program on which the account commented (e.g., “3TENORS” for The Three Tenors).

Resp Cat The response category. This is the account’s or organization’s general response to this interaction (e.g., “INVITED” for a response to an invitation to an event).

Resp Type The response type. This is the account’s or organization’s specific response to this interaction (“DECLINED” if the account declines the invitation to an event).

Comments The comments about the interaction.

Confidential? If this checkbox is marked, only users who have access to confidential interactions (as determined by a setting on the user name) can view the summary and comments for the interaction. Note that this checkbox is disabled if you do not have access to confidential interactions.

Use in Reports? If this checkbox is marked, TA uses the text in the Comments field in the Program Interaction report.

Origin The geographical region from which the interaction was initiated (e.g., “NL” for National).

Warning? If this checkbox is marked, TA uses the text in the Comments field as a warning for anyone who accesses the account from any screen in TA.

Expire Date The expiration date for the warning.

Solicitor The brief name of the solicitor of the interaction.

Screen Buttons and Hot Keys

Button Name Click to

Attachments link to an external file that has been attached to the interaction.

Merges merge two accounts on the Merge Duplicate Accounts screen. You can also press [Alt] [M] to access this screen.

Interests view or update the account’s interests on the Interest Entry screen. You can also press [Alt] [N] to access this screen.


Customer Service 13

Interactions view the account’s interaction history on the Interaction History screen. You can also press [Alt] [T] to access this screen.

Batch enter a pledge, gift, or adjustment on the Batch Detail Entry screen. You can also press [Alt] [B] to access this screen.

Benefits view a benefit’s award criteria, delivery criteria, and inventory on the Benefit Entry screen. You can also press [Alt] [I] to access this screen.

New Page create a new page for the interaction (to handle multiple topics or responses for the same interaction). You can also press [Alt] [P] to access this screen.

[Ctrl] [Page Down] or [Ctrl] [Page Up]

You can press [Ctrl] [Page Down] or [Page Up] to quickly move from one block to another on this screen (e.g., to move from the Account Information block to the Interaction Details block).

14 Customer Service


Finding an Interaction

Key

Concepts

• TA displays the Find Interactions window when you access the Customer Service Entry screen if you don’t have a current account (i.e., an account with which you are working).

• You can find interactions for an account or for a specific date or date range.

• In addition to the Account ID or date range, you can use the following characteristics to find a set of interactions: activity type, source code, staff person, interaction category, interaction type, query, solicitor, status, technique, response category, and response type.

• If TA finds more than one interaction, TA displays the first interaction on the Customer Service Entry screen. You can scroll through the additional interactions by pressing the [Page Up] or [Page Down] keys from one of the following fields: Int Cat, Int Type, Technique, Program, Resp Cat, and Resp Type. You can also view multiple interactions for an account on the Interaction History screen, which you can access from the Customer Service Entry screen by clicking <Interactions>.

Screen Steps

See the following page for corresponding instructions.

Finding an Interaction

Customer Service 15

Step by

Step

To view an interaction on the Customer Service Entry screen, click <Find> on the toolbar, and follow the steps below:

Finding Interactions for an Account

Step Action

1. Enter the Account ID in the Account field. You can press [F9] to access the Find an Account window.

2. Enter additional criteria for the interactions you want t o find on the Find Interactions window, if desired.

* You can press [F9] from each of the fields except Date Range to view the list of codes for your organization. In the Source field, you must enter at least the first letter of the source code and press [F9] to view the list of source codes that begin with the letter(s) you entered.

3. Click <Find> . TA displays the first interaction on the Customer Service Entry screen.

* To view all of the interactions for the account, you can click <Interactions> on the Customer Service Entry screen to access the Interaction History screen.

Finding Interactions for a Date Range

Step Action

1. Enter the date range in the Date Range fields using the MM/DD/YY format.

2. Enter additional criteria for the interactions you want t o find on the Find Interactions window, if desired.


3. Click <Find> . TA displays the first interaction on the Customer Service Entry screen.

* To view all of the selected interactions for the account displayed, you can click <Interactions> on the Customer Service Entry screen to access the Interaction History screen.

16 Customer Service


Creating an Interaction

Key

Concepts

• Each interaction is associated with an account; if the interaction is an anonymous one (i.e., you don’t have any information about the person), you can create an anonymous interaction.

• When you create an anonymous interaction, TA uses the Account ID your organization has set up for the “unknown account.” By using this account, your organization can include the anonymous interactions in its statistical analysis of the types of interactions, comments, and complaints it receives.

• The interaction date represents the date the interaction took place. For example, if an account left you a voice mail message yesterday but you don’t enter it until today, set the interaction date to yesterday.

• You can assign the interaction type on the Create New Interaction window. Depending on how your user name was set up, TA may default the interaction type for you, or TA may display a list of interaction types. You are not required to enter an interaction type at this point.

Screen Steps



Customer Service 17

Step by

Step

To create an interaction, access the Customer Service Entry screen, click <New> on the toolbar, and follow the steps below:


Step Action

1. Enter the Account ID of the account for which you want to create the interaction in the Account field. If you don’t know the Account ID, press [F9] to access the Find an Account window. If you need to create an account, press [F6] to access the Create New Account window.

* TSI recommends that you always search for the account using the Find an Account window, even if you think the account is new.

2. TA defaults the current date in the Date field but you can change it if applicable, using the MM/DD/YY format.

3. Enter the interaction type in the Interaction Type field, if the correct interaction type did not automatically default for you.

4. Click <Create> or press the [Enter] key to create the interaction.

Creating an Anonymous Interaction

Step Action

1. Leave the Account field blank.

2. TA defaults the current date in the Date field but you can change it if applicable, using the MM/DD/YY format.

3. Enter the interaction type in the Interaction Type field, if the correct interaction type did not automatically default for you.

4. Click <Create> or press the [Enter] key to create the interaction. TA displays the new interaction on the Customer Service Entry screen, and sets the Account ID to the one selected by your organization (i.e., the “unknown account”).

* Your organization identifies the account for unknown interactions as a system preference.

18 Customer Service


Entering Interaction Details

Key

Concepts

• You can enter interaction and response information on the Customer Service Entry screen as appropriate for the interaction (e.g., there may be some instances where you would enter the response at a later time).

• Interaction categories group interactions with similar purposes. Interaction types further define each category. For example, the “Information Requests” interaction category may contain the “General Organization Information” and “Volunteer Information” interaction types. Each interaction type is assigned to only one interaction category.

• Response categories group responses with similar purposes. Response types further define each category. For example, the “Benefit Response” response category may contain the “Resend Premium” and “Send Publication” response types. Each response type is assigned to only one response category.

• An interaction represents a singular contact with an account (e.g., a call or letter). For each topic covered during the contact, you need to create a new page for the interaction.

• If you discover that you have entered an interaction for the wrong account, you can transfer the interaction to the right account by changing the Account ID.

Screen Steps



Customer Service 19

Step by

Step

To enter interaction details on the Customer Service Entry screen, follow the steps below:


Step Action

1. Enter the interaction category in the Interact Cat field and the interaction type in the Interact Type field.

You can press [F9] from both of these fields for a list of values. You can press [F10] from the Interact Cat field to zoom to the Interaction Details window, where you can view or enter a source code, event, or event registration stage associated with the interaction, if applicable.

* If you want to see all of the interaction types before choosing the interaction category, you can move to the Int Type field and press [F9] to select from a list of interaction types; TA defaults the interaction category based on the interaction type you select.

2. Enter the technique of the interaction in the Technique field. You can press [F9] to select from a list of techniques.

3. Enter the program associated with the interaction in the Program field, if applicable. You can enter at least the first character of the program code and press [F9] to select from a list of programs.

4. You can enter a free-text comment up to 2,000 characters long in the Comments field, if applicable.

* If comments are entered in the Comments field, you can mark the Use in Reports? checkbox to indicate that the comments should be included in the Program Interaction report.

Entering Interaction Details (continued)

20 Customer Service


Screen Steps

Step by

Step

To enter response information for an interaction, create a multiple-page interaction, associate an interaction with a specific person, or change the account for an interaction on the Customer Service Entry screen, follow the steps below:

Entering Response Information

Step Action

1. Enter the response category in the Resp Cat field and the response type in the Resp Type field.

You can press [F9] from both of these fields for a list of values. You can press [F10] from either the Resp Cat field or the Resp Type field to access the Response Information window, where you can enter the response date, as well as the code, value, and number of benefit items sent, if applicable.

* If you want to see all of the response types before choosing the response category, you can move to the Resp Type field and press [F9] to select from a list of response types; TA defaults the response category based on the response type you select.


Customer Service 21

Creating a Multiple-page Interaction

Step Action

1. Click <New Page> . TA defaults the information from the first page to the second page with the following exceptions: interaction type, program, response, and comments.

* This new page represents the new topic covered during the contact with the account.

2. Enter the interaction and response information. (See Entering Interaction Details on page 19 and Entering Response Information on page 20 for the steps involved.)

* You can move between the pages of an interaction by pressing the [Page Up] or [Page Down] keys from the following fields: Interact Cat, Interact Type, Technique, Program, Resp Cat, and Resp Type.

Setting the Contact Information for the Interaction

Step Action

1. Press [Alt][F10] from the Account ID field. TA displays the Contact Information at the Time of the Interaction window.

You can press [F9] in the Name, Address, and Telephone fields to select the contact information related to the interaction.

* You can also set the name by pressing [F9] in the Name field that displays to the right of the Account field on the main screen.

Changing the Account for an Interaction

Step Action

1. If you select the wrong account, you can change the Account ID for the interaction by entering the correct Account ID in the Account field. If you do not remember the Account ID, you can press [F9] from this field to access the Find an Account window.

22 Customer Service


Viewing Hints or Prompts for Handling an Interactio n

Key

Concepts

• TA enables your organization to store information or instructions for an interaction type to help customer service representatives better handle interactions with your organization’s donors. For example, for the interaction type “EVENTINF” (event information), the notes may contain directions to a special event. You can view this information on the Customer Service Entry screen.

• If a plus “+” sign appears in the Interaction Type Description field, the interaction type contains a note.

• Notes are stored as comments on the interaction type. Your organization decides for which interaction types to enter comments and when these comments change.

Screen Steps


Viewing Hints or Prompts for Handling an Interaction

Customer Service 23

Step by

Step

To view the hints or prompts for handling an interaction on the Customer Service Entry screen, follow the steps below:

Step Action

1. Press [F10] from the Interact Type field to zoom to the Interaction Type Information window.

2. Click <OK> or press the [Enter] key to close the Interaction Type Information window and return to the Customer Service Entry screen.


Viewing and Updating Information for the Account

Key

Concepts

• The Customer Service Entry screen acts as a gateway to the key information about an account, including its giving history, awarded benefits, and cumulative giving information. You can easily view or update this information from the Customer Service Entry screen.

Screen Steps

See below and the following page for corresponding instructions.

Step by

Step

To update account information through the Customer Service Entry screen, follow the steps below:

Updating Account Information

To update the account status:

Press [F10] from the Account field to access the Account Overview screen, then press [F9] from the Status field to select the new account status.

Interactions

Customer Service 25

To view a list of records:

If a line of account information contains a plus “+” sign, the line contains more information. You can view a list of names, addresses, telephone numbers, or classifications for the account by pressing [F9] from the corresponding line of account information on the Account Information block .

To update or add a record:

If you want to update information for a record, select the record from the list. TA displays the corresponding information entry screen with the information for the record you selected. You can also access an entry screen directly by pressing [F10] from the appropriate line of account information.

For example, to update an address, press [F9] from the line displaying the address . TA displays the Addresses window.

From the list, select the address that you want to update and click <OK>. TA displays the Address Entry screen, on which you can change the information.

You can add a record to the account from the corresponding information entry screen by pressing [F6] . For example, from the Address Entry screen you can press [F6] to access the Create New Address window.

* If no name, address, telephone, e-mail, or classification records exist for the account, when you press [F10] from the corresponding line in the Account Information block, the appropriate window to create a new record appears. For example, if no addresses exist for the account and you press [F10] from the address line, the Create New Address window appears.

To return to the Customer Service Entry screen:

Click <Exit> on the toolbar from the information entry screen with which you were working.


Step by

Step

To access an account’s giving history information from an interaction on the Customer Service Entry screen, follow the steps below:

Accessing Giving History Information

Step Action

1. From the Giving History block on the Customer Service Entry screen, you can press [F10] from any field to access the account’s transactions on the Giving History Summary screen.

* From the Giving History Summary screen you can click the <Zoom> button to access the Giving History Detail screen for that transaction.

* TA may not automatically display adjustments, pledge payments, or soft credits on the Giving History Detail screen, depending on the kinds of transactions that are set to default for you. If TA does not display the kinds of transactions you want to view, click <Find> to access the Find Transactions window, and mark the Include checkboxes for the kinds of transactions you want to view. See the Viewing Transactions, Benefits, and Interactions course book for more information about the Giving History Detail screen.

2. To view a list of the account’s transactions on the Giving History Summary screen, you can click the <Gifts> button.

3. You can click <Exit> on the toolbar to return to the Customer Service

Interactions

Customer Service 27

Entry screen.

Step by

Step

To access benefit information from an interaction on the Customer Service Entry screen, follow the steps below:

Accessing Benefit Information

Step Action

1. From the Benefits Awarded block on the Customer Service Entry screen, you can press [F9] from any field to access a list of the benefits associated with the transaction highlighted in the Giving History block.

When you select a benefit, TA displays the Benefits Awarded screen.

* To view the information for a different benefit awarded to the account, you can select it from the List Block.


2. You can click <Exit> on the toolbar to return to the Customer Service Entry screen.

Interactions

Customer Service 29

Step by

Step

To access an account’s account activity information from an interaction on the Customer Service Entry screen, follow the steps below:

Accessing Account Activity Information

Step Action

1. From the Account Activity block on the Customer Service Entry screen, you can press [F9] from any field to access a list of activity types associated with the account.

When you select an activity type from the list, TA displays the Account Activity screen with the information for the activity type you selected.

* To view the information for a different account activity record awarded to the account, you can select it from the List Block.

2. Click <Exit> on the toolbar to return to the Customer Service Entry


screen.

Section Summary

In this section, you have learned that:

� The term “interaction” refers to any contact between your organization and an account.

� An interaction represents a singular contact with an account (e.g., a call or letter). For each topic covered during the contact, you need to create a new page for the interaction.

� Each interaction is associated with an account; if the interaction is an anonymous one (i.e., you don’t have any information about the person), you can create an anonymous interaction.

� You can create an interaction for an account through the Customer Service module by using the Customer Service Entry screen.

� You can access and update information about the account through the Customer Service Entry screen.

� You can find interactions for a specific account or for multiple accounts within a specific date or date range.

� TA enables your organization to store information or instructions for an interaction type, which you can view on the Customer Service Entry screen. For example, for the interaction type “EVENTINF” (event information), the notes may contain directions to a special event.

� You can view interactions on the Customer Service Entry screen even if they were created somewhere else (e.g., through an update procedure).

Ticklers and Warnings

Customer Service 31


Overview TA allows you to create a tickler to remind yourself or another staff member what needs to be done next for the account with respect to an interaction. For example, if you need to follow up with a phone call to the account, you can create a tickler as a reminder. You can also create a warning based on an interaction; this warning displays for anyone who accesses the account from any screen in TA. For example, you can create a warning to alert staff members that a donor has had a death in the family and has asked that your organization not call in the next month.

In This Section Working with Ticklers ............................. ...................................................................

A. Creating a Tickler ................................................................................................

B. Stopping a Tickler ................................................................................................

C. Viewing All Open Ticklers Assigned to Your Brief Name .....................................................

D. Viewing the Open Tickler on the Account Diary Entry Screen ................................

Creating a Warning ................................ ................................................................

32 Customer Service


Working with Ticklers

Key

Concepts

• When you first log on to TA, if you have at least one open tickler, TA displays the Open Tickler message. You can access the Open Ticklers screen from this message.

• TA displays a list of all of the open ticklers assigned to your brief name on the Open Ticklers screen.

• A tickler must have a start date; this start date can be in the future.

• You should not set the Tickler? Stop Date field when setting up a tickler; the stop date indicates the actions were completed. Use the Due Date field to set up a date by which the action should be completed.

• If you change the status of the interaction to “C,” TA then sets the Tickler? Stop Date field to the date on which you set the status to “C.”

• You should generally create a new interaction when you complete the action that stops the tickler. For example, you create a tickler to remind yourself to call an account in two weeks. When you make the call, you stop the tickler and create a new interaction for the phone call.

Screen Steps


Customer Service 33


34 Customer Service


Step by

Step

To create or stop a tickler, access the Customer Service Entry screen, create or find the interaction with which the tickler is associated (see the Interactions section in this course book for more information), and follow the steps below:

Creating a Tickler

Step Action

1. Press [F10] from the Status field on the Customer Service Entry screen. TA displays the Reminder Information window.

2. Set the Staff field on the Reminder Information window to the brief name of the person who should be reminded by the tickler (i.e., the person who needs to complete the tasks(s) you specify in the Action field). TA defaults the Staff field to your brief name. You can press [F9] for a list of staff brief names.

* When you set the Staff field to the brief name of someone other than yourself, TA sets the Previous field to your brief name to indicate who assigned responsibility for the tickler. TA sets the Transferred field to the date on which you assigned the tickler to that staff member.

3. Enter the follow-up task to be performed in the Action field on the Reminder Information window.

4. Enter the date on which the tickler becomes active using the MM/DD/YY format in the Tickler Start Date field on the Reminder Information window. Enter the date by which you should complete the tickler action in the Tickler Due Date field.

* When you set the status of the interaction to “O” for open, TA defaults the Tickler? Start Date field to the current date.

5. Click <OK> or press the [Enter] key.

Stopping a Tickler

Step Action

1. Enter “C” for completed in the Status field on the Customer Service Entry screen. TA sets the Tickler Stop Date field on the Reminder Information window to the current date.

* If you want to view or update the tickler stop date, you can press [F10] from the Status field on the Customer Service Entry screen to access the Reminder Information window.


Customer Service 35

Working with Ticklers (continued)

Screen Steps


36 Customer Service


Step by

Step

To view open ticklers, follow the steps below:

Viewing All Open Ticklers Assigned to Your Brief Name

Access the Open Ticklers screen. You can access the Open Ticklers screen in one of two ways:

• When you first log on to TA, if you have at least one open tickler, TA displays the Open Tickler message. If you want to view your ticklers, click <Yes> on the message to go to the Open Ticklers screen; otherwise, click <No>.

• Select Open Ticklers from the Customer Service module on the Main Menu or the Goto Menu.

TA displays the following information for each open ticker assigned to your brief name on the Open Ticklers screen:

• Account name

• Tickler action

• Start date and due date of the tickler

To stop a tickler on the Open Ticklers screen, mark the checkbox to the left of the tickler. TA sets the Stop Date field to the current date.

Viewing the Open Tickler on the Account Diary Entry Screen

Highlight the tickler on the Open Ticklers screen, and press the <Zoom> button to the left of the tickler to access the Account Diary Entry screen. See the Corporate and Major Gifts and Grants course book for more information about the Account Diary Entry screen.

Creating a Warning

Customer Service 37

Creating a Warning

Key

Concepts

• Anyone who accesses an account that contains a warning sees the warning (e.g., to pass on an irate donor to a specific staff person).

• The Warning? checkbox can be marked only if there are comments in the Comments field.

Screen Steps


38 Customer Service


Step by

Step

To create a warning, access the Customer Service Entry screen, create or find the interaction with which the warning is associated, and follow the steps below:

Step Action

1. Enter the text of the warning in the Comments field.

2. Mark the Warning? checkbox.

3. Enter the date on which the warning should expire, using the MM/DD/YY format, in the Expire Date field, if applicable.

* The next time any user accesses an account-based screen for the account for which you created the warning, TA displays the Warnings window.

You can click <OK> to close the Warnings window.


Customer Service 39

Section Summary


� You can create a tickler or a warning through an interaction on the Customer Service Entry screen.

� You can create a tickler to have TA remind you or another staff member to perform some action regarding an account (e.g., a follow-up phone call).

� If you have at least one open tickler when you first log on, TA displays the Open Tickler message. You can access the Open Ticklers screen from this message. You can also access your open ticklers at any time by selecting the Open Ticklers screen from the menu.

� The tickler start date indicates when TA should begin to remind you of the action in the tickler; the tickler due date indicates when the action should be completed; and the tickler stop date indicates that the action has been completed.

� You can create a warning for an account if you want to display a message to anyone who accesses the account.


Customer Service Transactions

Overview If, during an interaction, a donor indicates that he or she wants to make a pledge to the organization, or requests an adjustment to a previous gift or pledge, you can enter the transaction on the Batch Detail Entry screen directly from the Customer Service Entry screen. Each day, the first time you access the Batch Detail Entry screen from the Customer Service Entry screen, TA creates a batch for you. TA assigns the batch number based on the current date and the batch sequence number that your organization has assigned to you. For example, if your batch sequence number is “900” and you create a batch on January 16, 2001, then TA sets the batch sequence number to “11601900.” During the day, each time you need to enter a new batch item, TA uses your batch for the day. At the end of the day, the appropriate staff person at your organization enters the batch summary information for your batch and releases the batch for processing.

In This Section Entering a Customer Service Transaction ........... .....................................................

A. Creating a Customer Service Transaction ................................................................

B. Entering a Pledge ................................................................................................

C. Entering a Refund ................................................................................................

Entering a Customer Service Transaction

Customer Service 41


Key

Concepts

• If your organization has given you privileges to enter transactions through the Customer Service Entry screen, you can enter up to one customer service batch per day.

• All of the batch items you enter during the day will be part of the same batch.

• Before entering a customer service transaction, create an interaction (or add a new page to the interaction with which you are currently working) to represent the contact with the donor. See the Interactions section of this course book for the steps involved in creating an interaction or adding a page to an interaction.

• This course book contains the basic steps for entering a pledge or refund. See the Entering Transactions and Benefits course book for more information about entering these and other transactions.

Screen Steps


42 Customer Service


Step by

Step

To create a customer service transaction, follow the steps below:

Creating a Customer Service Transaction

Step Action

1. Click <Batch> to access the Batch Detail Entry screen.

* TA defaults the Account field to the Account ID from the current interaction on the Customer Service Entry screen, and sets the Source field to the customer service source code set up by your organization.

2. Enter the transaction details in the fields on the Batch Detail Entry screen. See Entering a Pledge on page 44 for the steps involved in entering a basic pledge. See Entering a Refund on page 46 for the steps involved in entering a basic refund.

3. To return to the Customer Service Entry screen, click <Service> .

* To add another transaction later in the day, repeat steps 1 and 2. TA displays the previous transaction you entered on the Batch Detail Entry screen. Click <New> on the toolbar to enter a transaction for the account with which you are working. Continue with steps 2 and 3.


Customer Service 43

Entering a Customer Service Transaction (continued)

Screen Steps


44 Customer Service


Step by

Step

To enter a pledge from the Customer Service Entry screen, begin with the steps in Creating a Customer Service Transaction on page 42, and then follow the steps below:

Entering a Pledge

Step Action

1. Enter “PL” for pledge in the Trans Type field. You can press [F9] for a list of transaction types.

2. Enter a pledge number in the Pledge No field.

* TA may assign the pledge number for you depending on your organization’s system preferences.

3. Enter the total amount of the pledge in the Pledge Amt field or skip entering the pledge amount for an installment pledge and go to the Gift Kind field, enter “IN” and fill in the installment information on the Installment Maintenance window so that TA calculates the total amount of the pledge for you.

4. Enter the payment method (e.g., “CK” for check) in the Method field. You can press [F9] for a list of payment methods.

5. Enter “OP” for one payment or “IN” for installment in the Gift Kind field. You can press [F9] for a list of gift kinds.

* TA automatically displays the Installment Maintenance window if you enter “IN” as the gift kind. See the Installment Pledges section of the Entering Transactions and Benefits course book for more information.

6. Tab through the remaining fields to enable TA to automatically assign any benefits for which the pledge qualifies.


Customer Service 45

Entering a Customer Service Transaction (continued)

Screen Steps


46 Customer Service


Step by

Step

To enter a refund from the Customer Service Entry screen, begin with the steps in Creating a Customer Service Transaction on page 42, and then follow the steps below:

Entering a Refund

Step Action

1. Enter “AD” for adjustment in the Trans Type field. When you tab from the Trans Type field, TA displays the Transactions to Adjust window, which contains a list of all the account’s transactions.

* Make sure you tab from the Trans Type field to enable the Transactions to Adjust window.

2. Highlight the transaction to which the adjustment applies and click the <Zoom> button to the left of the transaction . After you select the transaction, TA returns you to the Batch Detail Entry screen.

* TA changes the Trans Type field on the Batch Detail Entry screen from “AD” to the transaction type of the original transaction (e.g., “GF” for gift). TA sets the Adjustment Code field to “RC” for record correction.

3. Enter “RF” for refund or “RR” for refund and rebill in the Adjustment Code field.

* Use “RR” for refund and rebill when a donor requests a refund for a pledge payment and you want to reset the pledge status on the original transaction because you need to rebill the donor.

4. Change the amount in the Payment Amt field to “0” if you are entering a full refund. If you are entering a partial refund, set the payment amount to the amount not being refunded. For example, if the donor wants a $60 refund from a $100 gift, set the payment amount to $40 (i.e., the amount that the donor wants to give).

5. Tab through the remaining fields to enable TA to reevaluate (e.g., delete) any benefits for which the original transaction qualified based on the new information.


Customer Service 47

Section Summary


� You can access the Batch Detail Entry screen directly from the Customer Service Entry screen.

� From the Customer Service Entry screen, you can create one batch of transactions per day; each time you need to enter a new batch item, TA uses your batch for the day.

� TA defaults the Account ID and customer service source code when you create a new batch item through the Customer Service Entry screen.

� Each customer service transaction should be associated with an interaction.


Benefits

Overview A benefit is any tangible or intangible item that your organization gives an account, usually in return for a donation. For example, an intangible benefit is membership, and a tangible benefit is an organization mug. You can access the Benefit Entry screen from the Cu stomer Service Entry screen to view detailed information about eac h of the benefits your organization offers (e.g., to view whether a b enefit contains special award criteria that the account did not mee t). For information on viewing benefits awarded to a sp ecific account, see the Interactions section of this course book.

In This Section Finding a Benefit Your Organization Offers ........ ........................................................

Viewing Benefits .................................. ..............................................................

A. Viewing Benefits Within a Package .....................................................................................

B. Viewing Inventory Information .............................................................................................

C. Viewing Award and Delivery Criteria ...................................................................................

Tracking Inventory ................................ ................................................................

Customer Service 49


Finding a Benefit Your Organization Offers

Key

Concepts

• If a donor calls to inform you that she didn’t receive a particular benefit, you can access the Benefit Entry screen to get more information about the benefit. For example, you may be able to look at the benefit and then tell the donor that the item is on backorder, or that the item is only being awarded for gifts made by check.

• When you access the Benefit Entry screen, TA displays the Find Benefits window.

• Each benefit is identified by a benefit code.

• You can search for a specific benefit based on the benefit code or the benefit description. You can also search for one or more benefits by its activity type, benefit type, benefit category, premium category, minimum amount, and/or status.

Screen Steps


Benefits

50 Customer Service

Step by

Step

To find a benefit your organization offers, click <Benefits> from the Customer Service Entry screen, and follow the steps below:

Step Action

1. Enter the code for the benefit in the Benefit Code field. If you don’t remember the benefit code, you can do one of the following:

• Enter the first letter or letters that you believe begin the code and press [F9] . TA displays the list of benefits (by code) with codes that begin with the letter(s) you entered. You can select the benefit you are looking for from this list.

• Enter the wildcard (“%”) followed by a set of lette rs you think are in the description of the benefit (e.g., “%TOTE” to search for all tote bags) and press [Alt] [F9] . TA displays the list of benefits (by description) where the description contains the letter(s) you entered. You can select the benefit you are looking for from this list.

2. Click <Find> . TA displays the benefit on the Benefit Entry screen.

Viewing Benefits

Customer Service 51

Viewing Benefits

Key

Concepts

• The Benefit Entry screen consists of several views: The first and second pages of the Benefit Entry screen contain award and delivery criteria for the benefit. The Benefit Entry (Inventory) view contains inventory information about the benefit. The Benefit Entry (Package) view contains information about the items in a benefit package.

• The award criteria for a benefit indicate the amount of money and other conditions that need to be met in order for TA to award the benefit to an account. The delivery criteria for a benefit indicate the amount of money an account needs to pay to have the benefit delivered.

Viewing Benefits Within a Package

Screen Summary

The fields and blocks that pertain to the Package view of the Benefit Entry screen are described below and on the following page.

Package View of the Benefit Entry Screen

52 Customer Service


Click <Package> on the Benefit Entry screen to view the following fields:


Same Expiration Date?

If this checkbox is marked, TA synchronizes the expiration dates of all of the benefits in the package.

Giving Level The giving level associated with the package. TA uses this field to set the donor’s giving level if this is a membership package and your organization uses benefit packages to determine giving level.

Selection Package Block


Selection Category The category that identifies the package as a selection package (e.g., “L” identifies the package as a list selection package, blank identifies the package as a non-selection package).

Award Amount <= The amount of the pledge or gift that TA should use to compile the list of benefits from which the account can choose. This field is used for category selection packages (i.e., those selection packages with a selection category other than “L” or blank).

Default Prior Choice?

If this checkbox is marked, TA defaults the benefit item selected by the account from one year to the next when the selection package is awarded automatically.

Items In Package Block


Benefit Code The code that identifies the benefit item (e.g., “PTOTE”, “AGDE”).

Shipping Box The code that identifies a pre-boxed set of benefits that the item is in.

Activity Type The activity type for the package item (e.g., “A” for annual giving).

Award Status The default status to assign to the package item when it is awarded (e.g., “I” for insert).

Display Seq The number that identifies the item’s display position in the package.

Unit Type The time unit (e.g., “M” for month, “N” for number).

Units Awarded The number of units awarded.

Assignment Order The number that identifies the order to use when TA automatically awards an item from a selection package.

List Block

The List Block on the Package view of the Benefit Entry screen, located in the bottom right corner of the screen, displays all of the benefits within a package. To view information for a particular benefit, highlight the benefit in the List Block or use the <Prev> and <Next> buttons on the toolbar.

Screen Buttons

Viewing Benefits

Customer Service 53


Comments to view comments for this benefit.

Page 1 to return to the first page of the Benefit Entry screen.

Page 2 to view or update additional information about this benefit.

Inventory to view or update inventory about this benefit.

Viewing Inventory Information

Screen Summary

The fields and blocks that pertain to the Inventory view of the Benefit Entry screen are described below and on the following page.

Inventory View of the Benefit Entry Screen

Click <Inventory> on the Benefit Entry screen to view the following fields:

54 Customer Service


Stock Information Block


Inventory Balance The number of units currently in stock.

Alternate The number of units you have in an alternate location.

Reorder Level The number of units at which the benefit should be reordered.

# On Order The number of units on order.

Date Ordered The date the order was placed.

Inventory Location The location for the benefit’s inventory.

Alternate Location The alternate location for the benefit’s inventory.

Lead Time The information regarding the amount of time it takes to receive this benefit.

Identification, Cost, and Shipping Information Bloc k


UPC The Universal Product Code (bar code).

ISBN The International Standard Book Number, for a published book.


Unit Cost The cost of one benefit unit.

Value The fair market value of the benefit.

Shipping Cost The cost of shipping the benefit.

Handling Cost The cost of handling the benefit.

Mail Class The mail class used to send the benefit.

Vendor Information Block


Vendor/ID# The brief name of the benefit vendor, the number the vendor uses to identify the benefit, and the full vendor name.

Alt Vendor/ID# The brief name of the alternate vendor, the number the vendor uses to identify the benefit, and the full vendor name.

Backorder Information Block


# Backordered The number of items backordered.

Backorder Due Date

The date the backordered items are expected to arrive.

Backorder Delivery Rules

The text explaining what priority method should be used to deliver backordered items, e.g., “Older gift dates get it first.”

Viewing Benefits

Customer Service 55

Last Shipment Information Block


Date Last Received The date the last shipment was received.

Number Damaged The number of items damaged in the last shipment.

PO Number The purchase order number used for the last shipment.

Invoice The invoice number used for the last shipment.

Return Authorization

The return authorization number used for the last shipment.

Screen Buttons


Comments to view comments for this benefit.

Page 1 to return to the first page of the Benefit Entry screen.

Page 2 to view or update additional information about this benefit.

Package To view or update package information for this benefit.

Viewing Award and Delivery Criteria

Screen Summary

The fields that pertain to the first page of the Benefit Entry screen are described below.

56 Customer Service


Award Criteria Block


Minimum Amount The minimum amount of the gift or pledge that awards this benefit.

Maximum Amount The maximum amount of the gift or pledge that awards this benefit.

Include Prior Gifts The field on the donor’s account activity record that represents the prior giving amount that TA uses with the donor’s pledge or gift to meet the minimum amount (e.g., LAST PERIOD AMOUNT).

Delivery Criteria Block


Minimum Installments

The minimum installments for TA to deliver the benefit.

Percent of Pledge The minimum percent of the total pledge for TA to deliver this benefit.

Payment Amount The minimum payment amount for TA to deliver this benefit.

Payment Window The number of days in which payment must be received for TA to deliver this benefit.

Viewing Benefits

Customer Service 57

Screen Summary

The fields that pertain to the second page of the Benefit Entry screen are described below. You can access this page by clicking <Page 2>.

Restrictive Award Criteria Block


Payment Method The required payment method for TA to award the benefit.

Gift Kind The required gift kind for TA to award the benefit (e.g., “NW” for new).

Gift Type The required gift type for TA to award the benefit (e.g., “IN” for installment).

Package The required package for TA to award the benefit (e.g., a special anniversary mail package).

Source, Activity, Campaign, and Initiative

The required source code, activity, campaign, and initiative for TA to award the benefit.

Technique The required technique for TA to award the benefit (e.g., “A” for auction).

Event The required event for TA to award the benefit.

Account Category The required account category for TA to award the benefit (e.g., “C” for corporation).

58 Customer Service


Account Type The required account type for TA to award the benefit (e.g., “LC” for large corporation).

Disq Classification The classification code and value that should disqualify this benefit (e.g., “BENEFIT: NO GUIDE).

Restrictive Award Criteria Block


Req Classification The required classification code and value for TA to award the benefit (e.g., DISCOUNT: SENIOR).

Comp Code The complimentary code for the benefit (e.g., “BD” for board member).

Department If this benefit is a complimentary benefit, the name of the department which awarded the benefit.

Must Meet Offer Amount?

If this checkbox is marked, the donor must give a minimum amount based on their solicitation in order to receive the benefit. (The offer amount for the benefit can be different for each donor you solicit.)

Create for Account Block


Class Code The classification to assign to an account awarded this benefit.

Class Value The corresponding classification’s value to assign for this benefit.

* You can designate up to three classifications per benefit item.

Marketing Points Block

The selling points for this benefit.

Viewing Benefits

Customer Service 59

This page has been left blank intentionally.


Tracking Inventory

Key

Concepts

• You can track the inventory level for items that accounts request which are not tied to a gift or a pledge. For example, your organization may distribute information packets or literature that can be set up as benefits and assigned to the interaction that represents the request.

• You can create the interaction from either the Customer Service Entry or the Inquiry and Referral View screens and associate the benefit with the interaction.

• To set up such a benefit for the sole purpose of tracking inventory, your organization should assign to the benefit the Benefit Category of “V” for Inventory Items; this is done on the Benefit Entry screen.

• You can schedule a query to select interactions having this benefit and use the Set Benefit Sent update procedure so that TA updates the inventory levels for the benefit.

Screen Steps


Benefits

Customer Service 61

Step by

Step

To enter an item for which you are tracking inventory, access the Customer Service Entry screen, and follow the steps below:

Benefits are usually awarded to accounts through transaction processing, even if the benefit is given compliments of your organization. Awarding benefits in that manner enables your organization to track information such as delivery date and backorder information, start and expiration dates, or mailing class. If you want to be able to maintain this information, you should not assign benefits though interactions rather than transaction processing. However, you can track inventory levels using either method (i.e., through awarding benefits through transaction processing or as noted in the steps listed below).

See the Entering Transactions and Benefits course book for more information about awarding benefits through transaction processing.

Step Action

1. Create an interaction and enter the interaction information in the appropriate fields.

* For more information about creating an interaction, see the Interactions section of this course book.

2. Zoom from the Interact Type field to access the Interaction Type Information window.

3. Enter the benefit associated with this interaction in the Benefit field on the Interaction Type Information window.

4. Click <OK> to return to the Customer Service Entry screen.

* There is no automatic check or message to signal you when the inventory level has dropped below zero. Also, TA does not create a benefit record on the Benefits Awarded screen when the benefit is awarded in this manner.


Section Summary


� A benefit is any tangible or intangible item that your organization gives an account.

� You can access the Benefit Entry screen from the Customer Service Entry screen to view detailed information about each of the benefits your organization offers (e.g., to view whether a benefit contains special award criteria that the account did not meet).

� When you access the Benefit Entry screen, TA displays the Find Benefits window.

� Each benefit is identified by a benefit code. You can search for a benefit based on the code or its description.

� The Benefit Entry screen consists of several views: The first and second pages of the Benefit Entry screen contain award and delivery criteria for the benefit. The Benefit Entry (Inventory) view contains inventory information about the benefit. The Benefit Entry (Package) view contains information about the items in a benefit package.

� You can track the inventory level for items that accounts request which are not tied to a gift or a pledge. For example, your organization may distribute information packets or literature that can be set up as benefits and assigned to the interaction that represents the request.

Survey Responses

Customer Service 63

Survey Responses

Overview TA enables your organization to track responses to surveys that you offer to clients or donors. You can track survey information for each individual or account in TA through the Survey Response Entry screen, which is accessible through the Customer Service module. Survey information is stored in the Classifications table in TA. Your organization can create different classification categories for the different surveys your organization defines. For each classification category (i.e., survey), your organization can create multiple classification codes to indicate questions. For each classification code (i.e., question), the classification values represent the valid answers.

In This Section Survey Response Entry Screen ...................... .................................................................

Finding and Entering Survey Responses ............. ...................................................

64 Customer Service


Survey Response Entry Screen Accessing the Screen

Select Survey Response Entry from the Customer Service module on the Main Menu or the Goto Menu.

Screen Summary

The fields, blocks, and buttons on the Survey Response Entry screen are described on the following page.

Note: The questions in the Questions block are shown for purpose of illustration only.

Survey Response Entry Screen

Customer Service 65


Account The Account ID of the account responding to the survey. The account’s name line appears to the right of this field.

Survey The name of the survey (i.e., classification category). The description of the survey appears to the right of this field.

Questions Block

The Questions block contains the questions that make up the survey (i.e., the classification codes). Each question is displayed on a different line.

Answers Block

The Answers block contains the responses that correspond to the adjacent survey questions in the Questions block (i.e., the classification values).

Screen Buttons


Clear remove the responses that were entered on screen (e.g., if you entered survey responses for the wrong account). TA displays the Find/Create Survey Responses window, where you can enter responses for a different account or survey, or exit the screen.

66 Customer Service


Finding and Entering Survey Responses

Key

Concepts

• TA displays the Find/Create Survey Responses window if you access the Survey Response Entry screen or if you click <Find> on the toolbar from the Survey Response Entry screen.

• To find and/or enter survey responses, you must enter information in all of the fields on the Find/Create Survey Responses window.

• If you enter responses for the wrong Account ID, you can click <Clear> to undo the responses you entered.

Screen Steps


Finding and Entering Survey Responses

Customer Service 67

Step by

Step

To find and/or enter an individual or account’s responses to a particular survey, access the Survey Response Entry screen, and follow the steps below:

Step Action

1. Enter an Account ID in the Account field. You can press [F9] to access the Find an Account window. TA sets the account name in the Name field.

* If you are working with an account in your current session, TA defaults the Account ID of that account in the Account field.

2. If the survey responses pertain to an individual within the account, enter the individual’s name in the Name field. If the survey responses pertain to the account as a whole, leave the name set to the account name. You can press [F9] for a list of names.

3. Enter the name of the survey in the Survey field. You can press [F9] for a list of surveys.

* TA defaults the survey name if your organization identified a default survey.

4. Click <Find> or press [Enter]. TA displays the survey on the Survey Response Entry screen.

* If the individual or account already has an answer to a survey question (i.e., a classification record for the classification code), TA displays the answer (i.e., classification value) in the corresponding line in the Answers block.

5. You can enter answers to each survey question on the corresponding answer line in the Answers block . You can press [F9] for a list of answers.

* If you change an answer that TA defaulted, TA updates the classification value on the account to reflect the new information.

68 Customer Service


Survey Responses

Customer Service 69

Section Summary


� You can track survey information for each individual or account in TA through the Survey Response Entry screen, which is accessible through the Customer Service module.

� You can enter survey responses for an individual or account as a whole.

� Survey questions correspond to classification codes, and survey responses correspond to classification values.

� If an individual or account already has a classification record for any of the questions (i.e., a prior answer), then TA displays the classification value in the Answers block on the Survey Response Entry screen.

� If you enter responses for the wrong Account ID, you can click <Clear> to undo the responses you entered.


Inquiry and Referral View

Overview The term “interaction” refers to any contact between your organization and an account. If your organization has set the Category for Inquiry and Referral Interactions system preference, you can create an interaction for an account through the Customer Service module by using the Inquiry and Referral View (IRV) screen. For example, you can create an interaction to indicate that the donor has requested your organization’s information packet. While you are entering an interaction, you can access and update information about the account through the IRV screen. If your organization has a questionnaire that you routinely ask callers to respond to, your organization can work with TSI to set up prompts to collect additional information about interactions and this information is available using TA’s query and output facility. (Note that TA also includes an additional survey functionality that does not require configuration assistance from TSI, which can be used without using the IRV screen. See the Survey Responses section of this course book for more information about that functionality).

In This Section The Inquiry and Referral View Screen .............. ..................................................

Finding Interactions .............................. ..................................................................

A. Finding Interactions for an Account .....................................................................................

B. Finding Interactions for a Date Range ................................................................

Creating a New Interaction ........................ .......................................................................

A. Creating an Interaction ................................................................................................

B. Entering Interaction Details ................................................................................................

C. Setting the Contact Information for the Interaction ..........................................................

Viewing Affiliation Information ................... .....................................................................

A. Viewing Affiliate Information ................................................................................................

B. Finding an Affiliate in a City Different than the Defaulted City ................................

Searching for Service Providers ................... ...................................................................

Viewing and Updating Questionnaire Information .... .....................................................

The Inquiry and Referral View Screen

Customer Service 71

The Inquiry and Referral View Screen Accessing the Screen

Select Inquiry and Referral View from the Customer Service module on the Main Menu or the Goto Menu.

Screen Summary

The fields, blocks, and buttons on the Inquiry and Referral View (IRV) screen are described on the following page.

Note: The questions in the Questionnaire Information block are for illustrative purposes only. See "The Inquiry and Referral View Screen" in the Managing Customer Service chapter for more information about configuring the prompts in the Questionnaire Information block.

72 Customer Service


General Interaction Information Block


Account The Account ID of the interaction. The account’s name line appears to the right of this field and the account type appears in parentheses to the right of the account name line. You can associate the interaction with a specific name on the account to indicate with whom the interaction took place.

Date The date on which the interaction took place. This field is display only.

Pg x of x The page number of the interaction and the total number of pages for the interaction (e.g., pg 1 of 1). This field is display only. Note that on this screen, multiple pages equate to multiple lines in the Response Block.

Status The status of the interaction (e.g., “C” for complete).

Account Information Block

Each of the following lines in the Account Information block corresponds to an entry screen (e.g., Name Entry); you can zoom to the corresponding entry screen. A plus “+” sign in any of these lines indicates that there is more than one record for the type of information displayed (e.g., multiple names). See the Interactions section of this course book for more information about updating account information.


Name This line displays the first name added to the account.

Address This line displays the account’s preferred address.

Telephone This line displays the account’s preferred telephone number.

E-mail This line displays the account’s preferred e-mail address.

Classification This line displays the first classification added to the account.


Interact Cat The group to which the interaction belongs for reporting purposes. You can only access interactions on the IRV screen that contain the category your organization identified in the Category for Inquiry and Referral Interactions system preference.

Interact Type The interaction type. This is the reason for the interaction (e.g., “Brochure” for Brochure Request). If your organization set the Require Values on Inquiry and Referral system preference to “Y” for yes, you must enter an interaction type. A “+” sign in this field indicates that you can zoom to a note containing information specific to the type of interaction.

Source The source code associated with the interaction. Your organization can use this field to track media placements (e.g., newspaper or magazine advertisements) that prompt inquiries to your organization. If your organization set the Require Values on Inquiry and Referral system preference to “Y” for yes, you must enter a source code.


Customer Service 73

Inquiry and Referral View Screen (continued)

Screen Summary

The fields and blocks on the Inquiry and Referral View screen are described on the following page.

Note: The questions in the Questionnaire Information block are for illustrative purposes only and may not be relevant to your organization.

74 Customer Service


Staff The brief name of the person who should be reminded of the open task associated with the interaction.

Action The follow-up task to be performed based on the interaction.

Tickler Start The date the staff person should be reminded of the open task with a tickler.

Tickler Stop The date the tickler was stopped. (TA sets the status of the interaction to "C" for completed if a stop date is entered.)

Tickler Due The date the tickler action is due to be completed.

Comments The comments about the interaction. You can press [Ctrl] [E] to expand the Comments field in order to enter a long string of text (up to 2000 characters).

Confidential If this checkbox is marked, only users who have access to confidential interactions (as determined by a setting on the user name) can view the summary and comments for the interaction. Note that this checkbox is disabled if you do not have access to confidential interactions.

Origin The origin of the interaction. TA defaults the origin to “LC” for local if the ZIP Code for the account’s preferred address falls between the Low and High ZIP check system preferences set by your organization. Otherwise, TA defaults the origin to “NL” for national. You can change the origin.

Warning? If this checkbox is marked, TA uses the text in the Comments field as a warning to display to any user who accesses the account from any screen in TA.

Expire Date The expiration date for the warning, if applicable, in MM/DD/YY format.

Solicitor The brief name of the solicitor of the interaction.

Affiliate Information


ZIP Code TA defaults the ZIP Code of the account’s preferred address and uses this information to determine the affiliation information for the account’s interaction. You can change the ZIP Code. You can press [F10] to zoom to the Default Affiliation Based on City and State window.

Affiliation The chapter of your organization affiliated with this interaction (e.g., “US” for unspecified). TA defaults the affiliation based on the ZIP Code. You can change the affiliation.


Customer Service 75

Inquiry and Referral View Screen (continued)

Screen Summary

The fields, blocks, and buttons on the Inquiry and Referral View screen are described below and on the following page.

Note: The questions in the Questionnaire Information block are for illustrative purposes only. If

your organization wants to use this functionality, you use the Attribute Definition Entry screen to do so.

Response Block

If there are more than four response categories and types for the interaction, the scroll bar to the right of this block will be activated. You can then use it to view the additional response categories and types.


Response Category

The response category for the interaction (e.g., “RESEARCH” for disease research). You must enter a response category.

Response Type The response type of the interaction (e.g., “DRUGS” for drug research).

76 Customer Service


Questionnaire Information Block

If your organization wants to use this functionality, you can use the Attribute Definition Entry screen to set up a customized questionnaire.

If there are more than four prompts and corresponding value fields for the questionnaire, the scroll bar to the right of this block will be activated. You can then use it view the additional prompts and values.


Prompt If your organization is using this functionality, TA displays prompts (i.e., the questions that comprise the questionnaire). Each prompt is displayed on a different line and each has a corresponding value (i.e., response to the prompt) field. The prompts are display only.

Value The caller’s response (i.e., value) to the prompt.

Screen Buttons

The <New Page> button is disabled on the IRV screen. You create multiple-page interactions on the IRV screen by entering multiple response categories and types in the Response block. See “Entering Interaction Details” on page 81 for more detailed information about entering a response to an interaction.


Service search for service providers. See “Searching for Service Providers” on page 86 for more information on searching for service providers.

Attachments link to an external file that is attached to the interaction.

Merges merge two accounts. See the Merges section of the Accounts Management course book for more information on merges.

Interests view or update the account’s interests. See the Interests section of the Accounts Management course book for more information.

Interactions view the account’s interaction history.

Batch enter a pledge, a gift, or an adjustment for the account. See the Entering Transactions and Benefits course book for more information on transactions.

Benefits view a benefit’s award criteria, delivery criteria, and inventory. See the Benefits section of this course book for more information about benefits.

Gifts view the account's giving history. See the Giving History section of the Viewing Transactions, Benefits and Interactions course book for more information.

Finding Interactions

Customer Service 77

Finding Interactions

Key

Concepts

• TA displays the Find Interactions window when you access the IRV screen if you don’t have a current account (i.e., an account with which you are working).

• You can find interactions for an account or for a specific date or date range.

• In addition to the Account ID or date range, you can search by one or more of the additional characteristics on the Find Interactions window.

• If TA finds more than one interaction, TA displays the first interaction on the IRV screen. You can scroll through the additional interactions by pressing the [Page Up] or [Page Down] keys from one of the following fields: Interact Cat, Interact Type, Response Category, and Response Type. You can also view multiple interactions for an account on the Interaction History screen, which you can access from the IRV screen by clicking <Interactions>.

Screen Steps


78 Customer Service


Step by

Step

To view an interaction on the IRV screen, click <Find> on the toolbar, and follow the steps below:

Finding Interactions for an Account

Step Action

1. Enter the Account ID in the Account field. You can press [F9] to access the Find an Account window.

2. If you want to narrow your search even further, enter additional criteria for the kind of interactions you want to find in the appropriate fields on the Find Transactions window.


3. Click <Find> . TA displays the first interaction on the IRV screen.

* To view all of the interactions for the account, you can click <Interactions> on the IRV screen to access the Interaction History screen.

Finding Interactions for a Date Range

Step Action

1. Enter the date range in the Date Range fields using the MM/DD/YY format.

2. Enter additional criteria for the interactions you want to find on the Find Interactions window, if desired.


3. Click <Find> . TA displays the first interaction on the IRV screen.

* To view all of the interactions for the account, you can click <Interactions> on the IRV screen to access the Interaction History screen.

Creating a New Interaction

Customer Service 79


Key

Concepts

• Each interaction is associated with an account.

• The interaction date represents the date the interaction took place. For example, if an account left you a voice mail message yesterday but you don’t enter it until today, set the interaction date to yesterday.

• You can assign the interaction type on the Create New Interaction window. Depending on how your user name was set up, TA may default the interaction type for you, or TA may display a list of interaction types.

Screen Steps


80 Customer Service


Step by

Step

To create an interaction, access the IRV screen, click <New> on the toolbar, and follow the steps below:


You must have your cursor outside the Response block when you click <New> on the toolbar to access the Create New Interaction window.

Step Action

1. Enter the Account ID of the account for which you want to create the interaction in the Account field. If you don’t know the Account ID, press [F9] to access the Find an Account window. If you want to create another interaction for the same account, press the [F2] key to copy the Account ID. If the account does not already exist, you can press [F6] to access the Create New Account window.

* TSI recommends that you always search for the account using the Find an Account window, even if you think the account is new.

2. Enter the date on which the interaction occurred in the Date field. TA defaults the date to the current date. You can change the date, if necessary (e.g., you received a voice mail message yesterday but you do not enter the interaction until today, then set the date to yesterday).

* If your organization requires that you associate all inquiry and referral interactions with an interaction type and source code, TA includes an Interaction Type field and a Source field on the Create New Interaction window.

• Enter the interaction type in the Interaction Type field. You can press the [F9] key to select from a list of values.

• Enter the source code in the Source field. You can enter at least the first letter of the source code and press the [F9] key to select from a list of values.

3. Click <Create> or press the [Enter] key to create the interaction.

Continued on next page �


Customer Service 81

Creating a New Interaction (continued)

Screen Steps


Step Action

1. Enter the interaction type in the Interact Type field (e.g., “BROCHURE” for brochure requested). You can press [F9] for a list of interaction types. If your organization set the Require Values on Inquiry and Referral system preference to “Y” for yes, you must enter an interaction type.

* You can press [F10] from the Interact Type field to access the Interaction Type Information window after you enter the response category and response type.

2. Enter the source code associated with this interaction in the Source field on the IRV screen. If your organization set the Require Values on

82 Customer Service


Inquiry and Referral system preference to “Y” for yes, you must enter a source code. You can enter at least the first letter of the source code in the Source field and then press [F9] for a list of values.

3. Enter your first response in the first line of the Response Block (e.g., the first piece of literature the caller requests. Enter the response category in the Response Category field. You must enter at least one response category. You can press [F9] for a list of response categories. TA creates a new page for every response that you enter. You can enter each additional response, if needed, on a separate line.

4. Enter the response type in the Response Type field. If your organization set the Require Values on Inquiry and Referral system preference to “Y” for yes, you must enter at least one response type. You can press [F9] for a list of response types.

* You can select the response category and type, as appropriate:

You can select the response category first and press [Tab] to move to the corresponding Response Type field. When you press [F9] from the Response Type field, TA displays a list of the response types assigned to the selected response category. You can select the appropriate response type from this list.

You can select the response type first. When you select the response type, TA automatically sets the Response Category field (i.e., each response type is assigned to only one response category). Using this approach, you can see all of the response types available in TA.

Setting the Contact Information for the Interaction

1. Press [Alt] [F10] from the Account field. TA displays the Contact Information at the Time of the Interaction window.

You can press [F9] in the Name, Address, and Telephone fields to select the contact information related to the interaction.

* You can also set the name by pressing [F9] in the Name field that displays to the right of the Account field on the main screen.

Viewing Affiliation Information

Customer Service 83


Key

Concepts

• TA defaults the ZIP Code in the ZIP Code field based on the account’s preferred address.

• Based on the ZIP Code displayed on the IRV screen, TA defaults the affiliation code of your organization’s chapter or affiliate and its description in the Affiliation field.

• If a brief name was associated with the affiliation code when it was set up (this is done on the Affiliate Code Entry screen), you can view contact information for the chapter or affiliate (e.g., telephone number, address).

Screen Steps


84 Customer Service


Step by

Step

To view affiliate information, access the IRV screen, and follow the steps below:

Viewing Affiliate Information

TA defaults the ZIP Code in the ZIP Code field based on the account’s preferred address and sets the Affiliation field, if appropriate.

Step Action

1. Press [F10] from the Affiliation field to view the defaulted affiliate information. TA displays the Affiliation Information window.

2. Click <OK> to return to the IRV screen.

Finding an Affiliate in a City Different than the Defaulted City

TA defaults the ZIP Code in the ZIP Code field based on the account’s preferred address and sets the Affiliation field, if appropriate.

Step Action

1. Press [F10] from the ZIP Code field to access the Default Affiliation Based on City and State window.

2. Update the city and state in the City and State fields.

* TA uses this combination of data to set the ZIP Code in the ZIP Code field on the IRV screen, which in turn sets the affiliation in the Affiliation field.

Continued on next page �


Customer Service 85

Step Action


4. Press [F10] from the Affiliation field on the IRV screen to view contact information for the chapter or affiliate, if a brief name was entered when the affiliation code was set up. TA displays the Affiliation Information window.

5. Press [F9] from the Name, Address , or Telephone fields to view additional information, if it was entered for the affiliate.


86 Customer Service


Searching for Service Providers

Key

Concepts

• Through the Inquiry and Referral View screen, you can provide accounts with information regarding where they can access specific services in their geographic area. For example, if an individual in Dubuque, Iowa, calls asking where he or she can find employment counseling, you can do a simple search and provide the individual with a list of all the organizations that provide this service in their area.

• TA only searches for accounts that have been designated as service providers by your organization. See “Setting up Service Providers” in the Managing Customer Service chapter for more information.

• TA includes all pages of a multiple page interaction in the search (i.e., all response category and response type combinations).

• For each service provider, you can view the services they provide, their eligibility requirements, and additional notes (such as office hours, languages spoken, and accessibility information) on the Inquiry and Referral View (Search Results) screen.

Screen Steps



Customer Service 87

Step by

Step

To search for service providers, access the IRV screen, create an interaction to record the contact, and follow the steps below:

Step Action

1. Enter the category of service in the Response Category field (e.g., “MEDICAL”). You can press [F9] to select from a list of response categories.

2. Enter the response type that represents the service to search for in the Response Type field (e.g., “PSYCH”). You can press [F9] to select from a list of response types.

3. Click <Service> . TA displays the Find Service Providers window.

TA displays the account’s preferred address in the Address field. You can press [F9] to select from other addresses for the account, if applicable. TA searches for service providers in proximity to the address entered here.

4. Select the Remote radio button, if you want to search for national providers. (These providers might be the only vendors that provide specific services or products.) If you select Remote you cannot specify County, State, or Distance.

If you select Local or All for Provider Type, then you can further select either County , State , or Distance as the search type to narrow the list that are found. ( If you select Distance, you must also enter the number of miles within which the service provider must be located.

88 Customer Service


Searching for Service Providers (continued)

Screen Steps

5. Click <Find> . TA displays the resulting service providers on the Inquiry and Referral View (Search Results) screen.

* TA displays the service providers in the List Block, which is in the bottom half of the screen. TA displays the details for the highlighted service provider in the top half of the screen. When your cursor is in the List Block, you can use the [Up Arrow] and [Down Arrow] keys to view details for the other service providers in the list.


Customer Service 89

6. To view attributes for the service provider, click the zoom button to the left of the name in the List Block. TA displays the Service Provider Attributes window.

7. If you want to send the list of service providers to the account, make sure that the checkboxes next to the service providers you want to include in the list are marked before you click <Print> . TA prints the service providers you selected on the Service Provider Referral Listing report.

If numerous service providers were found and you only want to print a small subset, you can click <Unselect All> and then individually mark the checkboxes next to the service providers you do want to include before you click <Print>.

You can select all service providers by clicking <Select All> .

* TA increments the referral count for the selected service providers on the Service Provider Entry screen.

90 Customer Service


Viewing and Updating Questionnaire Information

Key

Concepts

• Your organization can use the Attribute Definition Entry screen to configure specific questions for your organization’s questionnaire, if you want to use this functionality. Note that TA also includes an additional survey functionality that can be used independently of the IRV screen (i.e., the Survey Response Entry screen). See the Survey Responses section of this course book for more information about that functionality.

• TA displays text prompts (i.e., questions) and fields in which you can enter callers’ responses (i.e., values or answers to the questions) in the Questionnaire Information block on the IRV screen.

• When you enter answers for each of the questions, TA defaults this information to each page of the interaction on multiple-page interactions.

• You must create a new interaction if you want to enter a second (or subsequent) set of questionnaire answers without deleting the first set of answers. For example, if you receive questionnaire responses from two or more individuals on an account, you must create a new interaction for each individual from whom you receive responses; you can then associate each interaction with the appropriate individual on the account.

Viewing and Updating Questionnaire Information

Customer Service 91

Screen Steps

Step by

Step

To view or update questionnaire information, access the IRV screen, and follow the steps below:

Step Action

1. Ask the caller each of the questions listed in the Prompt fields.

2. Enter or update the caller’s responses in the corresponding Value fields.

* To enter a second or subsequent set of responses for a different individual on the account without deleting the previous answers, you must create a new interaction. See “Creating a New Interaction” on page 79 of this course book for more detailed information.

xcii Customer Service


Section Summary


� You can use the Inquiry and Referral View (IRV) screen if your organization routinely refers callers to a local chapter or affiliate of your organization, and you need quick access to each affiliate’s contact information. You can also use this functionality to view each of the responses that you enter for an interaction on one screen (e.g., to easily see each piece of literature that a caller requests).

� You can access the IRV screen only if your organization set the Category for Inquiry and Referral Interactions system preference.

� You can find interactions for an account or for a specific date or date range. In addition to the Account ID or date range, you can use the following characteristics to find a set of interactions: activity type, source code, staff person, interaction category, interaction type, query, solicitor, status, technique, response category, and response type.

� The interaction date represents the date the interaction took place.

� Based on the ZIP Code displayed on the IRV screen, TA can default a chapter or affiliate of your organization.

� If a brief name was associated with the affiliation when it was set up (this is done on the Affiliate Code Entry screen), you can view contact information for the chapter or affiliate (e.g., telephone number, address).

� You can use the IRV screen to provide accounts with information regarding where they can access specific services in their geographic area.

� TA displays text prompts (i.e., questions) and fields in which you can enter callers’ responses (i.e., values or answers to the questions) in the Questionnaire Information block on the IRV screen. When you enter answers for each of the questions, TA defaults this information to each page of the interaction on multiple-page interactions.

� Your organization can configure specific questions for your organization’s questionnaire, if you want to use this functionality.

customer service coursebook - blackbaud · customer service course book finding an interaction key...

Documents