Documentation - Leonardo Multimedia
Contents
1. Inset Back Figure 6 Add Ticket This view permits to insert a ticket Fields are described below Operator user that manages ticket If this field is empty only supervisor can manage ticket In general only a supervisor can associate an operator to a specific ticket Customer user that inserts ticket or to which ticket refers to If select an existing customer some values of ticket field like person company name address etc etc will be filled with customer values editable in the other case values are free Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound Ga Leonardo Multimedia S r l LEONARDO MULTIMEDIA Name and Subject are mandatory Contact type Modality to contact a customer example an operator can contact a customer by e mail direct contact telephone etc etc Request type Ticket refers to argument specified in this field example general info sales info support etc etc State Ticket state example open in progress closed etc etc Priority Urgency level for a ticket resolution Note Note of operator Note About Ticket State notes about a specific change of ticket state 3 2 2 Search Ticket LMCRM JNBOUND Customer Ticket Insert Ticket Search Ticket Ticket List Operator y Contact Type Ka Customer n Ki Priority Request T2. view supervisor users view all customers while operator users view and search only their customers Insert Ticket view each user belonging to Supervisore Inbound and Operatore Inbound roles can insert a ticket only difference is that supervisor user can associate an operator to a ticket while ticket inserted by an operator is automatically associated to operator itself Search Ticket and Ticket General List supervisor users can view all tickets while operator users view and search only their tickets 12 Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 Leonardo Multimedia S r l LMCRMInbound Ga 5 Settings Access to this view by pressing Settings link figure refers to DotNetNuke 6 Supervisor user must belong to administrator site role TBOUND emm Manage eeng icket E E q r Admin toreName Telephone Cliente K Help Settings E Hep F Settings tore Ticket 3456 False 2 X Delete Q Refresh tore Ticket 123 False 2 X Move To SocialMediaPane To LeftPane To RightPane To BottomPane a To Footer_LeftPane a To Footer_RightPane To Footer_BottomPane Figure 10 Access to Settings Page 13 Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound Ga Leonardo Multimedia S r l LEONARDO MULTIMEDIA Module Settings Permissions Page Se
3. 1 2 Search Customer LMCRM JNBOUND Insert Customer Search Customer Customer List Operator Company Name Name Surname Customer Ticket Operator not assigned v Address City L Region l v cliente storico Province l Country Italy x Customer Type w Sector commerciale v Customer Created after Calendar Contactable Search Customer Name Surname OperatoreName Telephone Cliente tiziano Operatore Ticket mario Operatore Ticket Figure 3 Search Customer This view permits to search between customers Each search fields are described below Operator eventually associated to customer general info about customer company name name surname address etc etc Customer type example new customer potential customer etc etc Sector sector to which customer belong to Created after all customers inserted after specified date Customer checked if customer is already client Contactable customer can be directly contacted by operator Buttons on the right side of each row permit to modify delete a specific customer Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound Leonardo Multimedia S r l 3 1 3 Customer general list LMCRM JNBOUND Customer Ticket Insert Customer Search Customer Customer List Name Surname OperatoreNam
4. Leonardo Multimedia S r l LMCRMInbound User Manual LEONARDO MULTIMEDIA Via Trebbo 88 41053 Maranello MO Part IVA 02707260366 Tel 0536 944949 Fax 0536 933156 E mail info leonardomultimedia com Web hitp www leonardomultimedia com LMCRMInbound Leonardo Multimedia S r l Document Type User Manual Ge EONARDO L MU LTIMEDIA Document Title LMCRMInbound Progressive No Year 8 2012 Author Version Date Comment support leonardomultimedia com 5 0 24 08 2012 Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound x erch Leonardo Multimedia S r l Indice 1 INTRODUCTION WEE 2 a la e KT 3 1 CUSTOMER iii 3 1 1 Insert customer 3 1 2 Search Customer 3 1 3 eege TE 3 2 TICKET A 3 2 1 Insert Ticket 3 2 2 Search Ticket i 3 2 3 eee EE 4 USERROLESG EE NEEEEEEEEEEEEENEEEEEEE NEEN e wegl ea EEN Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound x erch Leonardo Multimedia S r l 1 Introduction LMCRMInbound module is able to manage requests send to your company like technical support request need information request etc etc Module needs a license key to work This key has to insert in setting page 2 Description LMCRMInbound module functionality e Ticket insertion by special kind of site user called supervisor an
5. d operator to ask services or technical support to your company e Ticket Management First step required a ticket insertion page Who can insert ticket A customer registered to DotNetNuke site In this case some insertion ticket field will be the same of profile user field A supervisor operator user that was contacted directly or e mail by a customer Either supervisor or operator associated to ticket can manage each ticket change of state Customer that has created ticket can be warned by e mail about a ticket change of state An inserted ticket can be assigned to a specific operator this one can be different from who has inserted ticket because of he can t be the right operator to solve ticket request An operator can manage all and only ticket assigned to him otherwise supervisor can manage all tickets and can be assigned a ticket to a specific operator Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound x erch Leonardo Multimedia S r l 3 Views Supervisor and Operator users see similar views Differences are described in User Roles paragraph Screenshots below refers to pages as seen by a user supervisor 3 1 Customer To access customer page and to all sub pages click Customer link LMCORM INBOUND re Customer Ticket Insert Customer Search Customer Customer List Figure 1 Customer Use left side link to access to one of three sub page
6. e Telephone Cliente tiziano verdi Operatore Ticket 3456 False 2 X mario rossi Operatore Ticket 123 False 2X Figure 4 Prospect Customer General List Supervisor users see all customers operator users see only customers associated to him Buttons on the right side of each row permits to modify delete a specific customer Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 Leonardo Multimedia S r l LMCRMInbound Goa 3 2 Ticket To access to ticket view with all sub views click Ticket link in top menu LMCRM INBOUND Customer Ticket Insert Ticket Search Ticket Ticket List Figure 5 Ticket View As you see links on left side permit to access to three sub view Insert Ticket Search Ticket and Ticket List Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound Goa Leonardo Multimedia S r l 3 2 1 Insert Ticket EDIT TICKET GENERAL INFORMATION ABOUT TICKET Operator v Customer No customer Mi Company Name Subject F Description Name Surname Telephone Mobile phone Fax Address City Region x Province sl Country Italy v E mail Request type v Contact type v Priority w Ticket State v Note Note of operator Note About Ticket State
7. gress closed etc etc Priority Urgency level for a ticket resolution Attachment type Attachment type of files eventually associated to ticket Sector type Tickets are eventually associated to a specified sector type like merchandising type etc etc Tickets can be deleted If checked tickets can be deleted Notify state changing If checked notify customer associated to ticket about each change of ticket state Sender E mail address E mail address in from field in e mail notifying change of ticket state Expiring Ticket Alert days Alert operator if expiring date is approaching actual date difference is minor than specified number of days 15 Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949
8. ground This last state is described below 3 2 2 3 Adding a new ticket state This view is substantially the same of ticket insertion EDIT TICKET emm GENERAL INFORMATION ABOUT TICKET Id Operator Customer Company Name Subject Description Name Surname Telephone Mobile phone Fax Address City Region Province Country E mail Request type Contact type Priority Ticket State Note Note of operator Note About Ticket State 4 Operatore Ticket No customer richiesta informazioni richiesta informazioni Abruzzo Agrigento Italy Assistenza e mail Bassa Aperto Closing date Calendar Creation date Modi w ack Inserisci allegato Attachments 10 Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound Ga Leonardo Multimedia S r l LEONARDO MULTIMEDIA Figure 8 Add new ticket state with the addition of some fields Closing date editable Creation date not editable Attachments this field refers to entire ticket not to single state Note About Ticket State refers to a specific ticket state not to the entire ticket 3 2 3 Tickets List LMCRMJNBOUND Customer Ticket Insert Ticke
9. riority Urgency level for a ticket resolution Ticket Subject Closing date and Insertion date return list of tickets which validity range period between insertion date and closing date intersects period between start date and end date you can specify only one date Current Current Expiring Expiring means that closing date is approaching actual date in other word difference between closing and actual date is minor than number of days specified in Expiring Ticket Alert days field in Module Settings Expired closing date in the past tickets have grey background State List of ticket state example open in progress closed etc etc View has functionality described below 3 2 2 1 Associate selected ticket to a specific operator Selected tickets are associated to selected operator or disassociate to all operators Only supervisor users have this functionality By checking last row flag for a ticket you select entire ticket NOT last ticket state 3 2 2 2 Deleting selected ticket Deleting tickets is permitted only if flag Tickets can be deleted see Settings is checked Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound Leonardo Multimedia S r l Cy Buttons in the right columns see figure 7 permit to view ticket state details modify ticket delete last inserted state add new ticket state see button on green back
10. s Insert Customer Search Customer and Customer List Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound x erch Leonardo Multimedia S r l 3 1 1 Insert customer EDIT PROSPECT PROSPECT Operator bi Company Name Name e Surname Telephone Mobile phone Fax Address City Region BW Province Country Italy i E mail Contactable F To customer D Customer type v Category v Note Inserisci Back Figure 2 Insert customer Use this page to insert a customer also called prospect A customer is a person client company that inserts a ticket to ask for support or technical information etc etc Customer registry is not linked to DotNetNuke user registry This page contains general information about customer company name name surname address etc etc Only name is mandatory Supervisor only can associate a customer to an operator in this case also operator will be able to manage customer information Contactable flag indicates if user can be directly contacted Customer flag indicates if customer is already a client or a potential client of your company At last you can specify a Customer type and a Category Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound Leonardo Multimedia S r l 3
11. t Search Ticket Ticket List Associate selected tickets to operator Operator not assigned a Select All Delete Selected Ticket bas Je company name customer operator endpete pronn He He Hie Uxo Less eg Less emm e W BEER E am OO GR A5 CC ks fo O Jeesieckascle R7 BREET orozom 0e EECH Figure 9 Ticket List Supervisor users can view all tickets while operator users view and search only their tickets Buttons in the right columns permit to view ticket state details modify ticket delete last inserted state add new ticket state 11 Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 Leonardo Multimedia S r l LMCRMInbound x erch 4 User Roles Roles are two Supervisore Inbound and Operatore Inbound Each role is a DotNetNuke role so you can associate user to roles by using usual DotNetNuke view Roles are automatically created during module installation Roles automatically gain Modify role to the module during module installation Supervisor and operator users access to same view only difference is that supervisor user can develop more tasks as described below Insert Customer view all roles can insert a customer only difference is that supervisor user can associate an operator to a customer while customer inserted by an operator is automatically associated to operator itself Search Customer and General Customer List
12. ttings Custom Module Settings Enter license key DI Validate Customer Types cliente nuovo mx Name Description Add Contact Modality cellulare yx 2 Name Description Add Request Modality Assistenza EE Name Description Add State Aperto mx Name Description Add Priority Alta v X 2 Name Description Add Attachment Types bmp wl AR Name Description Add Sector Type commerciale wx 2 Name Description Add Tickets can be deleted M Notify state changing M Sender E mail address Expiring Ticket Alert days 2 Update Delete Cancel Created By SuperUser Account On 8 9 2012 3 34 56 PM Last Updated By SuperUser Account On 8 9 2012 5 06 35 PM 4 Fi LMCRMInbound x erch Leonardo Multimedia S r l Figure 11 Settings License Key you must insert a license key to use this module Customer type type of customer client example new customer etc etc Contact Type List of modality to contact a customer example an operator can contact a customer by e mail direct contact telephone etc etc Modality request Ticket refers to argument specified in this field example general info sales info support etc etc State List of ticket state example open in pro
13. ype E Subject Company Name Start Date Calendar Name End Date Calendar Surname Current E State E Search Ticket Associate selected tickets to operator Operator not assigned Select All Delete Selected Ticket bas ate company ome cod oats Josi He He He H esu malfunzionamento Je Jm operetorerdet Je Ue EECH D esu SSES REESEN been Je __ oeer orazo 8 nesso osesmende oroezorz sma_ 9 e ceo __ Josesmense oroezor m 9 230 Figure 7 Search Ticket This view permits to search between tickets Each search fields are described below Leonardo Multimedia S r l via Trebbo 88 41053 Maranello MO Tel 0536 944949 LMCRMInbound x erch Leonardo Multimedia S r l Operator user that manages tickets This field is visible only by supervisor while operators can view only their tickets Customer user that inserts ticket or to which ticket refers to Modality request Ticket refers to argument specified in this field example general info sales info support etc etc Company name Name Surname information about person company that has inserted the ticket ticket can be associated or not to a customer in the first case values of information field are the same of customer editable in the other case values are free Contact Type List of modality to contact a customer example an operator can contact a customer by e mail direct contact telephone etc etc P
Download Pdf Manuals
Related Search