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UX ADMINISTRATION

Chapter 4. WORKING WITH PAGES AND WIDGETS

   

 

Managing the Customer Care Page

By default, the Support menu on the Staff Dashboard includes a Customer Care page that allows library staff to contact Auto-Graphics’ Help Desk with questions or to report functional issues. In some cases, libraries or consortia maintain and provide support external to RESEARCHit/SHAREit/VERSO, and do not want library staff to contact the Auto-Graphics’ Help Desk directly.

The Customer Care page under System Pages allows Customer SuperUsers to edit the content of the Customer Care page, redirect links to support pages external to RESEARCHit/SHAREit/VERSO, or disable access to the Customer Care page by suppressing display of the Customer Care option in the Support menu on the Staff Dashboard.

NOTE: System Pages can be accessed and edited by Customer SuperUsers only.

To edit the Customer Care page:

  1. From the Pages and Widgets menu (see Creating and Editing Pages for details), click the Customer Care tab under System Pages.
    • The Page Settings screen displays. The screen pre-filled with the current content for the page.
  2. Mouse over the page, then click the Edit Component link.
    • The Edit Customer Care panel displays. The panel is pre-filled with the current values for the page.

Edit Customer Care Panel

Edit Customer Care Panel

  1. Use the Customer Care Header Text field to edit the header text for the customer care page. This field is optional.
    • The Customer Care Header Text can be a maximum of 500 characters, including spaces.
    • If desired, use the formatting toolbar to format the text (see Using the Formatting Toolbar for details).

    NOTE: The default value for the Customer Care Header Text is “HOW TO CONTACT CUSTOMER CARE.”

  2. Use the Customer portal configuration options to edit the Customer Portal details section of the Customer Care page:
    • Use the Display customer portal details checkbox to enable or disable display of the Customer Portal details section of the Customer Care page.
      • A checkmark checkmark indicates the Customer Portal details section of the Customer Care page will be displayed.
      • An empty checkbox checkbox indicates he Customer Portal details section of the Customer Care page will not be displayed.
      • Clicking the checkbox repeatedly will toggle it on and off.

      NOTE: The Display customer portal details checkbox is selected by default.

    • Edit the descriptive text for the Customer Portal details section of the Customer Care page in the Customer portal text text box. This field is mandatory.
      • The Customer portal text can be a maximum of 100 characters, including spaces.

      NOTE: The default value for the Customer portal text is “Contact Customer Service For Help With Your Portal.”

    • Enter the text that will serve as a link to the support page for library staff in the Customer portal Link label text box. This field is mandatory.
      • The Customer portal Link label can be a maximum of 100 characters, including spaces.

      NOTE: The default value for the Customer portal Link label is “Customer Support Web Portal.”

    • Enter the Uniform Resource Locator (URL) for the support page to which you wish to link in the Customer portal link text box. This field is mandatory.

      NOTE: Be sure to include http:// or https://, as appropriate.

      NOTE: The default value for the Customer portal link is
      “https://www5.auto-graphics.com/helpdesk/CustomerPortal.asp”

  3. Use the Customer contact configuration options to edit the Customer Contact details section of the Customer Care page:
    • Enter the support phone number for library staff in the Phone Number text box. This field is mandatory.
      • Enter the phone number as a 10-digit number without spaces, hyphens, or other special characters.

      NOTE: The default value for the Phone Number is “8008528686.”

    • Enter the text that will serve as a link to the support email address for library staff in the Email Address Text text box. This field is mandatory.
    • The Email Address Text can be a maximum of 100 characters, including spaces.

      NOTE: The default value for the Email Address Text is “Email Us.”

    • Enter the support email address for library staff in the Email Address text box. This field is mandatory.

      NOTE: The default value for the Email Address is “helpdesk@auto-graphics.com.”

    • Edit the descriptive text for the Customer Contact details section of the Customer Care page in the Customer Contact Text text box. This field is mandatory.
      • The Customer Contact Text can be a maximum of 100 characters, including spaces.

      NOTE: The default value for the Customer Contact Text is “Call 8am-8pm(ET) Mon-Fri.”

  4. Use the Customer survey configuration options to edit the Customer Survey details section of the Customer Care page:
    • Use the Display customer survey details checkbox to enable or disable display of the Customer Survey details section of the Customer Care page.
      • A checkmark checkmark indicates the Customer Survey details section of the Customer Care page will be displayed.
      • An empty checkbox checkbox indicates he Customer Survey details section of the Customer Care page will not be displayed.
      • Clicking the checkbox repeatedly will toggle it on and off.

      NOTE: The Display customer survey details checkbox is selected by default.

    • Edit the descriptive text for the Customer Survey details section of the Customer Care page in the Customer Survey Text text box. This field is mandatory.
      • The Customer Survey Text can be a maximum of 100 characters, including spaces.

      NOTE: The default value for the Customer Survey Text is “Help Us Support You.”

    • Enter the text that will serve as a link to the survey page for library staff in the Customer Survey Link Label text box. This field is mandatory.
      • The Customer Survey Link Label can be a maximum of 100 characters, including spaces.

      NOTE: The default value for the Customer Survey Link Label is “Customer Support Survey.”

    • Enter the Uniform Resource Locator (URL) for the survey page to which you wish to link in the Customer Survey Link text box. This field is mandatory.

      NOTE: Be sure to include http:// or https://, as appropriate.

      NOTE: The default value for the Customer Survey Link is “https://survey.constantcontact.com/survey/a07eh525ch5kb9ieqxf/a01d8kml1u0i6/questions.”

  5. Use the Form Submit configuration options to edit the Issue Report Form submission section of the Customer Care page:
    • Enter the email address to which the Issue Report Form on the Customer Care page will be sent when submitted in the To email address on form submit text box. This field is mandatory.

      NOTE: The default value for the To email address on form submit is “helpdesk@auto-graphics.com.”

  6. When all desired options have been edited, click the Save and Close button to save your changes.
    • The Edit Customer Care panel closes, and the Edit Customer Care screen refreshes to display your changes.

    NOTE: If you do not enter a value in a mandatory field, the Save and Close button is disabled, and your changes cannot be saved.

  7. Click the Save Page Settings button to save the page settings. (Click the X button on the Page Settings screen to close the screen without saving your changes.)
    • The message “page updated” shows briefly at the top of the screen.
  8. The Page Settings screen closes, and the Customer Care page displays.

To enable or disable access to the Customer Care page:

  1. From the Pages and Widgets menu (see Creating and Editing Pages for details), click the Customer Care tab under System Pages.
    • The Edit Customer Care screen displays. The screen pre-filled with the current content for the page.

Edit Customer Care Screen

Edit Customer Care Screen

  1. Click the Expand Page Properties icon Expand Properties Icon to expand the Page Properties field.
  2. Use the Visibility checkbox to enable or disable display of the Customer Care option in the Support menu on the Staff Dashboard.
    • A checkmark checkmark indicates the Customer Care option will be displayed in the Support menu.
    • An empty checkbox checkbox indicates the Customer Care option will not be displayed in the Support menu.
    • Clicking the checkbox repeatedly will toggle it on and off.
  3. Click the Save Page Settings button to save the page settings. (Click the X button on the Page Settings screen to close the screen without saving your changes.)
    • The message “page updated” shows briefly at the top of the screen.
  4. The Page Settings screen closes, and the Customer Care page displays.

NOTE: When display of the Customer Care option in the Support menu has been disabled, the Customer Care tab in the System Pages section of the Pages menu is appended with the notation “(inactive).”