Community - People User Guide

Created by Ben Hayes, Modified on Fri, 22 May at 1:33 PM by Ben Hayes

Introduction
- About this guide
Viewing an account
Account side menu

Introduction

About this guide

This guide has been written to provide an overview of the Community > People area. This part of the system allows administrators to view, create and edit customer accounts in various ways.

Community - People

Searching for an account

If you wish to search for an account, you can do so using the following methods:

Search bar using the name or email address of the account
Using the ‘Options’ button, then searching from the list of options provided
Clicking ‘add’ then searching for an account.

Creating a new account

To create a new account, you must first click on the ‘add’ button at the top-right of the screen:

This will bring up a search box, where you must first search for a person before the option to create a new account appears. This functionality exists to aid in preventing the creation of duplicate accounts.

If an account is found, you can select the account and click ‘continue’ to proceed to the account, or you can select ‘create new account’ to open the account creation menu.

Selecting ‘create new account’ will open the following menu with the core account details. First name, last name, email address, and role are mandatory here. If setting the role to ‘user’ and initial access role will need to be selected.

Viewing an account

Within an account

When either searching for and selecting an account, or creating a new account, you will land on the profile page. This contains all the information relating to the selected person within the My Council Services platform.

Region - Details

The details region displays the fundamental information of the account. This includes the names, genders, date of birth and age, among other options. The information noted with an orange flag are mandatory for the account:

Region - Addresses

Here is where the address information of the account is shown. Multiple addresses may be added to the account if needed. One address must be set to ‘primary’ – this address cannot be deleted. These can be edited / deleted via the edit icon and viewed as a map view with the map icon.

Region - Contact Point

Here is where contact information is displayed, such as an email address, phone number and URLs. An email address is mandatory, as this is the method by which the account logs into the platform.

Region - Attachments

Files added to the account can be viewed here. If a document type is configured when uploading the file, a folder with the document type will appear, as shown below. If a document type is not configured, the file will show under the ‘others’ folder.

Region - Notes

Any notes made against the account will show here. This can add information about the customer, such as being dangerous, a frequent caller, or any information deemed important by the CSA.

Region - Relationships

If the account has any relationships to any other account, they will show here. This can be used to link one account to another. If a relationship is configured, it will show on both linked accounts.

Region - Organisations

If the account is a part of any organisations, it will show here, as well as their position within the organisation.

On the right-hand side of the profile’s page, there are configuration options for the account, allowing the user to add details, manage the account and track data related to the account. Below is a walkthrough of what each option is and how to use it:

Account number and profile picture

The number displayed at the top of the region is the account number. This is a unique reference number associated with the account. You can search for the account via this number on the Community module.

If the account has a profile picture, it will show here. You can add or remove the profile picture as required.

Account status

The status of the account will be visible within the profile.

Clicking on the status will allow you to edit the status of the customer. For example, if the account’s owner is deceased, you can assign the account’s status accordingly. If the status of an account is change to ‘locked’ or ‘suspended’ the user will no longer be able to login to the platform.

Add options

Using these options, you can add various detail to the account. These include:

Addresses – primary address and other addresses. The primary address will pull into form location pickers where ‘default to home address’ is enabled.
Contact Points - such as email and phone number.
Attachments – documents can be logged against an account.
Notes
Relationships – accounts can be linked together.
Owner
Organisations – an account can be part of an organisation.

Manage options

The account’s data and settings can be managed with these options.

Below is a breakdown of what each option does:

Settings

This option allows you to do the following to the account:

Assign a customer type, alert, time zone and language:

Enable location tracking, vehicle inspections and providing access to a weekly ‘people’ analytics report (only recommended for user accounts)

Tracks the saved searches of the account:

Allows the user to view and edit the access roles of the account and SSO options:

Allows the user to view and change the notification groups the account is signed up for:

Allows the user to change the account’s password, displaying the council’s password policy:

Allows the user to Erase the account’s details and association with Service Requests without removing the service request:

Finance

This page shows any payment, direct debits, manual payments or documentation related to payments to be viewed:

Account

This setting provides an option for users to deregister the account they are viewing. This is useful when the account contacts the council and requests that their data be removed from the system.

Once this email is sent off, the account owner can confirm deregistration via email. This can then be confirmed by a user via the People – Deregister setting under Analytics.

Communication

Allows the preferred communication method and language to be logged against a person's account.

Employee

On this page, the position and work pattern can be assigned to the account to add more detail and provide more information on the role the user plays and when they are available. This is only recommended for user accounts.

Education

This page provides details regarding the account’s skills, education, entitlements and training. This is recommended for user accounts only.

Health

The health page provides information relating to the health of the account owner. This can provide valuable information when assessing how to deal with certain people.

Transactions

This section allows users to quickly view any connections between the following:

Assets – This could include allotments or asset bookings.

Contracts – Garden Waste Subscriptions and other contracts can be viewed here.

Interactions – Interactions created by the CSA team via Contact Centre can be viewed by clicking on ‘Interactions’

Service Requests – Any Service Requests submitted by the account can be viewed here.

With these settings, you can view details relating to the account, such as if access roles were changed, statuses were updated, attachments were added etc. This will show you what user made the changes, and when they did so.

You can also generate a QR code which directly connects the QR code user to the account.

Moreover, you can confirm when the account was last logged into, which assists with determining how often the account is accessed by the account owner.