How do I search for organisations in Contact Centre?

The My Council Services platform allows you to search for organisations and related information within Contact Centre. This functions similarly to People, Service Requests, Location, and Knowledge.

What steps do I need to follow to search for organisations in Contact Centre?

Go into Contact Centre, and select the "Organisation" option. Enter the organisation's name to search the records.

Select the organisation name from the search results, and you will be shown the related information. This includes Service Requests, organisation details, and interactions.

The "Service Request" region displays all the Service Requests submitted by accounts that are held under the selected organisation.

The "Organisation" region contains basic information of the organisation, such as Name, Email, and Mobile Number. Users can click on the organisation's name to view further details in a pop-up box.

The "Interaction" region displays all the interactions held against accounts associated with the organisation. You can click on them to open the interaction details.

There is a "View" region on the right side of the screen. This provides options to display Contracts, and different types of Bookings. Admin Users can click on any of these options.

"Contract" will display all of the Contracts held against a member of the organisation, or against the organisation itself.

"Asset/Event/Waste Booking" will display all the Bookings held against a member of the organisation, or against the organisation itself.

Searching for organisations with the primary address filter

Admin Users can search for an address in Contact Centre, and the results will include the records of organisations who have that address set as their primary address.

Organisations held under customer accounts

Admin Users can search for an account in Contact Centre, and the account will include the records of organisations they are part of.

Organisations held under profiles in Community

When an account is associated with an organisation, the details for the organisation are displayed under Community > People > Profile

You can click on the organisation's name to view and/or edit their details.