Glossary of Enquiry Management terms
The purpose of this Quick Reference Guide is to build working knowledge and understanding of the key terminology within CRM Enquiry Management.
Additional Contact/s The CRM will automatically add any contacts that were CC’d on an incoming email to an enquiry’s ‘Additional Contacts’ section. This means that these additional contacts will receive any messages sent from the CRM for that particular enquiry. It also allows them to respond, having their responses appended to the enquiry’s message thread. You can see these “Additional Contacts” on the Enquiry Screen. Additional contacts can be removed if you wish to remove these additional contacts from the enquiry so that they do not receive your response.
Assigned field This indicated the user who is responsible for the enquiry. This field is automatically filled with your details when a new enquiry is created. It can be changed to another person’s detail (aka re-assign) as appropriated.
Category The Category field allows us to more accurately group our knowledgebase and enquiries to more precisely align with our internal business processes. For example, current student categories will focus on Faculty and Schools. The combination of category and topics allow for accurate allocation of enquiries to relevant queues. We can have up to 5 levels of sub-categories. Example of current student categories would be BEL Faculty with level 1 sub categories of Economics, Business and Law.
Channel The source of an incoming enquiry or outgoing response. Channels can be Email, Phone, Fax, Post, By Counter or CSS Web.
Clearing Queue This system functionality is designed to move enquiries to a queue which is routinely cleared for emails entering the system which are “for your information” “inter departmental” or simply not needed to be recorded permanently.
Contact Information The Contact field is a required field as it associates the enquiry to a student/contact record. Once a contact/student has been selected, details under “Contact Information” including the Student Number will be automatically populated with the student’s details if these are recorded against the contact record from SI-net. Student contact fields are read only fields which cannot be edited.
Enquiry Any question or request for assistance/information/feedback submitted by a customer through the Ask a Question page, email, a chat session, site or answer feedback, or from an external source using the API. Enquiries can also be added by staff users when they work with customers by phone, fax, or mail. 2 Last Review date: Wednesday 28th September 2016
Enquiry Dashboard The “Dashboard” contains items in your Inbox together with enquiries associated with your Unit’s queue/s. To preview an enquiry click on the “Subject” (hyperlink) in the “General Enquiry Inbox”. This will open the preview pane below. The Dashboard also contains a tab displaying “CLOSED ENQUIRIES”.
Enquiry Files All files associated with the enquiry which can then be included in your email to the student/contact.
Enquiry Search This feature is used to search through all enquiries. You can search for a phrase or a single word and there is no need to enclose phrases in quotes (“). Wildcards ‘*’ or ‘%’ can be used interchangeably.
Enquiry Workspace The Enquiry workspace is where student advice is recorded. It contains a number of fields; some are pre populated, some are read only and some are compulsory fields (e.g. Topic) must be selected/completed before you can save.
Forward to SME An enquiry can be forwarded out of the system to a specific person who does not have access to the CRM e.g. a Unit Coordinator. This should only be used if you are able to arrange with the Subject Matter Expert to ensure they understand how to deal with the email request.
General Enquiry Inbox Your Team/Unit’s inbox containing enquiries which have been assigned to your Unit.
Local Cache Data Local cache files are stored on a user’s workstation. This includes all option lists data (any data accessed from a drop-down menu or menu list such as customizable menu items) plus additional data such as report and workspace definitions, questions, documents, and standard text. If an Administrator makes a change to your dashboard or workspace, or creates a document or contact list for you, you may not immediately see the changes.
To refresh your data cache select File -> Options -> Personal Settings and check the “Rebuild Local Data Cache”. It is also a good idea to check the options to “Automatically sign out when last console is closed” option.
My Inbox Your personal inbox containing enquiries which have been assigned to you.
Navigation pane The area on the left and right side of the console where staff members work with navigation lists, select items to open on the content pane, and search the knowledge base. In the default configuration, the left navigation pane contains Recent Items and Navigation tool windows; the right navigation pane contains the Quick Search tool window. What appears on the navigation pane depends on the navigation set assigned in each staff member’s profile and the permissions assigned in the profile. Each navigation pane can also be customized by staff members.
Queue A queue represents a subset of enquiries that a group of users (typically within a particular faculty, school, team or unit) with specific knowledge and skills can answer. The combination of queue and topic can be used to create segments of enquiries to be answered and develop a more focused Knowledgebase. 3 Last Review date: Wednesday 28th September 2016
Quick Search This feature is used to search for records and files when only limited information is known. Quick Search can be used to search the Knowledgebase no matter what navigation list is displayed or what is open on the content pane. CRM contains a number of default Quick Search reports, and other reports can be added to the Quick Search button in navigation sets.
Quick Ticket Depending on your enquiry workspace and your team’s requirements “Quick Tickets” may be available as a group of Buttons, a Selection Menu on the Ribbon or located in a Quick Tickets tab which provides buttons to automate a number of tasks associated with recording of standard student enquiries relevant to your individual area.
Profile A mechanism for controlling access to administration functions and for assigning staff member specific permissions, default workspaces, a default navigation set, and report access.
Proposed Knowledgebase Answer The “Propose” button is used to propose content of the enquiry and your response to the UQAnswers Knowledgebase.
Reference number A unique number generated by the system. It is made up of the date followed by a sequence number. For example, 119010-000015 ‘110910’ the enquiry was created on the 10th September 2011. ‘000015’ indicates it was the 15th enquiry generated on this date. The reference number is a read only field and can be used for searching for enquiries.
Ribbon All the tabs and buttons for performing actions and functions on an entire report, individual records in a report, or items in an explorer tree or list. The buttons on each tab are grouped by related functions, and each group is labelled. The tabs and buttons on the ribbon change based on what is displayed on the content pane.
Save button The system feature is used to save the message, customer entry, instructional note or response. The enquiry workspace will stay opened after being saved. Please note: Using the Save button will save as a draft without sending to the student/contact.
Save & Close button Same as ‘Save button’ however the enquiry workspace will be closed after being saved.
Send to TRIM Located at the top right screen you will see a “Send to Trim” button. You are able to send a copy of the enquiry to Trim at any time. Please note: ensure you insert the Student Number in the subject line. The entire message thread (including attached files) from the enquiry will be emailed to Records Management. The flag will be displayed in the upper right corner of enquiries previously sent to TRIM.
To save the response and email the student/contact. The enquiry workspace will stay opened after being sent. 4 Last Review date: Wednesday 28th September 2016
Send & Close button Same as ‘Send button’; however, the enquiry workspace will be closed after being sent.
For reporting spam to the CRM system administrators. When you click on the Spam button the enquiry is moved to a spam queue for the CRM to take action.
Smart Assistant A system feature used to search the Knowledgebase and return a suggested answer that may help in the response.
Standard text A system feature used to create efficiencies and a consistent professional response, by using pre-written standard responses to student/contact enquiries.
Status An indicator to indicate what stage the enquiry has reached. The initial Status is Unresolved.
Topic A topic represents a grouping of Knowledgebase objects and enquiries relevant to a product/service/knowledge area. Topics allows for clustering and guided browse functionality on the CRM customer portal so customers can browse specific topics to find related answers or ask questions.
Wildcard operators ‘*’ Append an asterisk to use a wildcard in your search term to match exact strings. For example, searching for Jane* returns results that start with Jane, such as Janet.
Wildcard operator ‘%’ Append a percent sign to use a wildcard in your search term to match like terms. For example, searching for hut% returns results that are similar to hut, such as shutter.
Workspace The configuration of the content pane when working with answers, contacts, etc. Standard workspace structure exists for each type of workspace, and custom workspaces can be created. The workspaces available to users is dependent upon how their user permissions have been configured