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CBS Help - Customer Service

Customer Service Officer

Many people within an enterprise will perform the CSO role.
In fact, all employees who answer phone calls will carry out this role as part of their normal job.

1. Take notes about the conversation

• Using a Scratchbook Page to make initial notes about the call - until you decide to record it as a call.

2. Record the call details
(A) If a Scratchbook Page has been used:

• Press the 'little' "Capture" button (the New Record Mode is presented, pre-filled with the content of the Scratchbook);
• Continue typing up the conversation;
  OR
  (B) Without using Scratchbook:
• Press the "Capture" button (a blank New Record Mode is presented);
• Type details of the call (or use phrasebooks).

3. Continue to capture all other relevant information about the call
Use the ">" button OR the 'steps' buttons to enter details about:

• the Caller's name (checking contact details) **;
• the Work Category & Sub-Category **;
• the Subject;
• the details of the call (if not already done earlier in the conversation);
• what you said you would do;
• Date/Time [DT] the call ended;
• any other comments.

4. Action the Call Record

• alert the Case Manager (or Responsible Officer if there isn't a Case File yet).
  Dependant upon the business processes and protocols adopted by each enterprise the CSO may also:
• create a Case (OR select an existing one);
• if a Works Job needs to be created, send a request
• send an acknowledgement to the Caller.

5. Make sure the Call Record is completed

• check for accuracy and completeness;
• press the ''O'' button to set the record as ''Official''.

MANAGING CALLER DETAILS
Also see background information about the Caller which is located in the CBS Help - RICH section

How to select a Caller by their name:
Press the ''Caller'' button
1. Filter on the persons surname:

• The first list presented are entries in CBS. If the name is not there, press cancel.
• The second list presented are entries pulled from the enterprise's linked database.

How to check Caller contact details:
1. Press the ''Pref'' button:
2. Mark the preferred contact number or type in the priority in which the numbers can be used.

How to add or modify Caller contact details:
1. Press the ''Edit'' button [this opens the Contacts form on Person's Identity Card]

NOTES:

• Holder [H] records will always be used in preference to borrowed records (regardless of the order in which they are presented);
• If there are 2 'Location' records for which the person is the Holder, the information is presented from the one on the top of the list [???];
• There should be seperate records for home and work;
• Borrowed [B] contact records cannot be modified.

How to select a Caller by an address:
IF on the Caller DES:
1. Press the Advanced [Adv] button;
2. Type information about the address into relevant fields;
3. Press the 'P' button to search and add the person as a Principle caller or press the 'O' button to search and add the person as an Observer.
IF on the Call Record Modify Mode:
1. R-Click on the 'Caller' button and select the Advanced search option;
2...continue as above

MANAGING WORK CATEGORY, SUB-CATEGORY & SUBJECT DETAILS
Also see background information about the Category, Sub-Category and Subject which is located in the CBS Help - RICH section

How to add a new Category or Sub-Category:
1. Agree the need for the change with your manager;
2. Advise your System Administrator of the details.
NOTE: Be aware that any reports generated using the Category and Sub-Category combinations can only reflect information as from the date that the Cat & Sub-Cat is created.

How to add a new Subject 'on the fly':
Having already selected the Category & Sub-Category, a list of Subjects that are relevant to the Cat & Sub-Cat is presented. (If there is only one relevant Subject, this is automatically selected.) If a suitable Subject is not available:
1. Press the 'cancel' button (alternatively, if you select a Subject, highlight it in the Subj field and remove it);
2. Type in the new Subject;
3. R-Click on the 'abc' button;
4. Select 'Store entered Work Category Subject'.

How to add a new Subject in System Values:
1. Contact your System Administrator and advise them of the details to be entered.
NOTE: They will need to know what Category and Sub-Category it will apply to.

MANAGING CALL START & END TIMES
Also see background information about the Date/Time Stamp that is located in the CBS Help - RICH section

How to change the call start time:
1. R-Click on the 'Start' button;
2. Select the option to change the start time (alternatively, select 'now');
CBS opens the Advanced [Adv] pane and puts the cursor in the start DT field:
3. Modify whatever elements of the DT that are needed;
4. Close the Adv pane using the [<] button.

How to set the call end time:
1. Click on the 'End' button.

How to change the call end time:
1. R-Click on the 'End' button;
2. Select the option to change the end time (alternatively, select 'now');
CBS opens the Advanced [Adv] pane and puts the cursor in the end DT field:
3. Modify whatever elements of the DT that are needed;
4. Close the Adv pane using the [<] button.

MANAGING CALL DETAILS

How to enter the call issue, what you promised to do and other comments:
1. Enter details on the Issue field:
To enter text without typing, use the 'pb' button:

How to make the call official:
1. Press the 'O' button.
NOTE:

How to create a Case:
1. Press the 'Case' button;
2. Select what type of Case it is.
NOTE:

How to alert the Case Manager:
1. Press the 'Alert' button;
2. Review the pre-written e-mail, modify it if required and send it.

How to notify the Works Dept of the need for a Works Job:
1. After creating a Case, press the 'W' button.
NOTE: The Works department receive the request on the Job Scheduler and can access the Case to view details.

How to send an acknowledgement to the Caller:
1. Press the 'Ack' button;
2. Select the type of letter needed for the situation;
3. Print the letter;
3. Mail the letter.

How to find and modify a Call Record:
From the Standby Screen:
1. Press the Call List button (this presents the Call List screen)
2. R-Click on the Filter button (to filter to a list of calls that will enable you to find the call easily)
3. Click on a call and view the content of that Call Record in the display pane until you find the call you want to modify;
4. Press the grey box button beside the selected call (this presents the Call Record);
5. Make the necessary modifications.
OR
1. Press the 'Modify' button (this presents the Call List screen)
NOTE: A R-click on the Modify button allows you to select a list using different requirements (recent, todays, yesterdays)
2. Continue as above.

MANAGING CALLS IN CASES

How to add a new call to an existing Case:
(A) if on the Standby screen:
1. Press the 'Add' button and select the Case to add the call to (this present a LOV sorted by Case Name)
NOTE:

How to change the Case connected to a Call Record:
Follow the steps to 'Find and Modify a Call' (above) then:
1.

How to change the RO on a Case:
Follow the steps to 'Find and Modify a Call' (above) then:
1.

586-200906-GE4