What does the 'Auto Generate Customer Service Tasks for Booking Changes' do?

What does the 'Auto Generate Customer Service Tasks for Booking Changes' do?


Overview

Sudden changes to the publishing of the shifts can create trouble for the organisation and its customers especially if the clients are not informed ahead of time regarding these. In order to prevent that, automatic generation of customer service tasks help to track these changes to inform clients. 

This facilitates easier creation of calling a client task to inform them of the recent booking changes without going through the trouble of visiting other pages to create a task intended for it. This also saves the organisation a lot of time since creating multiple customer service tasks are done right after publishing the changes.


Setting up Automatic Customer Service Task in Organisation Configuration on CareVision Portal
The following steps are for users that are currently signed in on the CareVision system as an administrator.

STEPS

  1. On the navigation menu, go to Settings and scroll down to General Config.
      
     2. The page will show several configurations for the organisation. 
      3. Scroll down to view the Customer Service Task section.
      
      4. Turn on/off the configuration by toggling the button.
      5. Once you have finalized the change, don’t forget to click SAVE.
      6. Once this configuration is turned on, it will affect all of the bookings where certain parts of it were  changed and re-published.
      


How to know what changes on the bookings can automatically create a customer service task?


If the Automatic Creation of Customer Service Task is turned on or activated, it will create customer service tasks for the following changes:

  • If the booking has been re-published

  • If a published booking’s date or time changes

  • If a published booking’s assigned staff changes

  • If a published booking is canceled


There should be no other booking changes apart from this that automatically add a customer service task.


How does it work?

STEPS

  1. On the navigations menu, go to Schedules and click on Teams or Clients. Note that the process will be the same whether it be on the Teams or Clients page.

  2. Modifying a published booking on this page such as the ones mentioned above can result in another section for Customer Service Note on the booking details to appear.

  3. To be able to see the booking details of a booking on this page, click on the [i] button.

  4. You may try to write some additional notes regarding the changes on the bookings. 

  5. For the tick box, “ Is the customer notified? “, if you tick this, there will be no created customer service task after publishing again.  


TIP / NOTE:

This is one of the ways to opt out of creating a customer service task. There are instances that you might have called a client already informing them of the changes before actually modifying their bookings.

  1. If you have finalized all the changes to your bookings, you may now click on PUBLISH.

  2. There is an extra step where a dialog box will appear for you to see all the changes that will occur once you have published your bookings. You can confirm all of the bookings that you want to generate a customer service task.


  3. Click on the PUBLISH button once you are finished with your changes.

You can still tick or untick the checkbox mentioned on step no. 5 or add additional notes mentioned on step no. 4 before hitting the PUBLISH button.


How to check if the customer service tasks are created correctly?

STEPS

  1. On the navigation menu, go to Actions and scroll down to Tasks. 

  2. Make use of the filters or click on the down arrow icons for each of the sections. Go to the section on when the customer service task has been scheduled. For instance, the recently created tasks are scheduled for this week. Go to THIS WEEK.

  3. You can see a list of tasks with the service name, date and time of the task, and the task type. The task type for the customer service tasks is labeled as CUSTOMER SERVICE.

  4. Click on a task and see if all of the additional tasks and/or booking changes have appeared.