Accounts Config Help

To create an account view:

1. In the Accounts Config window, on the Views tab, click the Views subtab, and then click New.
   The New Search View window appears.

2. In the Name field, enter a name for identifying the account view throughout the platform and the Agent Desktop.

3. Optional: In the Description field, enter a description of the account view.

4. Click Save.
   The account view is created and is available on the Views subtab. The Design tab appears to enable you to design the view.

To design an account view:

1. In the Accounts Config window, on the Views tab, click the Views subtab, and then double-click the row displaying the account view.
   The Design subtab appears.

2. Specify values on the following subtabs.
   

   Subtab	Description
   Filter Criteria	This subtab enables you to define the criteria for filtering the accounts when the account view is selected. Specify those values in the fields based on which you want the accounts to be filtered. For example, if you select the Unassigned checkbox, when the current account view is selected, only unassigned accounts appear in the account table.
   Fields to Display	This subtab enables you to define which columns appear in the account table when the account view is selected. The items in the Selected section represent the columns that appear in the account table. The order in which the items appear in the Selected section represents the order in which they appear as columns in the account table (that is, in the user interface). To display additional columns in the account table, in the Available section, select the names of those columns, and then click the right arrow icon . To hide certain columns from the account table, in the Selected section, select the names of those columns, and then click the left arrow icon . To modify the position of a column in the account table, in the Selected section, drag the name of that column to the position you want. You can filter the values in the Available and Selected sections by using the Filter by name box. You can revert your changes by clicking the reset icon .
   Restrict Editors	This subtab enables you to define who can modify the account view. By default, the account view can be modified by anyone. If you want the account view to be modifiable to only certain users, in the Available section, select their names, and then click the right arrow icon . If you do not want the account view to be modifiable to the selected users, in the Selected section, select their names, and then click the left arrow icon . You can filter the values in the Available and Selected sections by using the Filter by name box. You can revert your changes by clicking the reset icon .
   Restrict Visibility	This subtab enables you to define who can view the account view. By default, the account view is visible to everyone. If you want the account view to be visible to only certain users, agent teams, and agents, select the Users, Teams, or Agents option, select their names in the Available section, and then click the right arrow icon . Users: This option indicates that the account view is visible to only the selected users. Users include those who can access the platform (for example, a manager). Teams: This option indicates that the account view is visible to only the selected agent teams. Agents: This option indicates that the account view is visible to only the selected agents. If you do not want the account view to be visible to the selected users, teams, or agents, in the Selected section, select their names, and then click the left arrow icon . You can restrict visibility across users, teams, and agents. That is, when defining the visibility of the account view, you can use one or all of the options (Users, Teams, and Agents), one after another. For example, you can make the account view visible to a user, to an agent team, and to an agent. You can filter the values in the Available and Selected sections by using the Filter by name box. You can revert your changes by clicking the reset icon .

   
   

   The Summary section on the Design subtab displays the changes that you make on each of its subtabs, in real time.

3. Click Save.
   A message stating that the account view is updated appears. The account view is designed.
   

To preview an account view, in the Accounts Config window, on the Views subtab (on the Views tab), click the row displaying the account view, and then click the Preview tab.

• To modify, copy or delete an account view, in the Accounts Config window, on the Views subtab (on the Views tab), click the row displaying the account view, and then click Edit, Copy, or Delete.
• To modify the design of an account view, in the Accounts Config window, on the Views subtab (on the Views tab), double-click the row displaying the account view.

To view a summary of all the changes made to an account view, in the Accounts Config window, on the Views subtab (on the Views tab), double-click the row displaying the account view, and then click the Change History tab.

To search for an account view, in the Accounts Config window, on the Views subtab (on the Views tab), in the Filter box, enter the name or description of the account view (at least two characters).

If you want an account that already exists on the platform to be overwritten when the same account is imported to the platform, in the Accounts Config window, on the Settings tab, in the General section, select the Bulk Account Upload checkbox. Otherwise, clear the checkbox.

The type of an account is determined by the Type field of an account. You can create the options (account types) for the Type field. 

To create an account type:

1. In the Accounts Config window, on the Settings tab, in the Types section, click New.
   The New Type window appears.

2. In the Please enter Type name field, enter a name for the account type (for example, Change Log, Prospect, or Support).
   

   The value that you enter in this field appears as an option in the Type field of an account.

   
   

3. Click Save.
   The account type is created, and it appears in the Types section.

The classification of an account is determined by the Classification field of an account. You can create the options (account classifications) for the Classification field. 

To create an account classification:

1. In the Accounts Config window, on the Settings tab, in the Classifications section, click New.
   The New Classification window appears.

2. In the Please enter Classification name field, enter a name for the account classification (for example, Gold, Platinum, or Silver).
   

   The value that you enter in this field appears as an option in the Classification field of an account.

3. Click Save.
   The account classification is created, and it appears in the Classifications section.

• To modify the name of an account classification or type: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, click the cell containing the name, and then enter the name you want.

• To define the position of an account classification or type in the Classification or Type field of an account: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, drag the row displaying the account classification or type to the position you want.
  

  The order in which the account classifications and types appear in the Classifications and Types sections represents the order in which they appear as options in the Classification and Type fields of an account. You can also identify the order by the values in the Order column in the sections (for example, the value 1 in the Order column indicates that the corresponding account classification or type appears in the first position in the Classification or Type field of an account).

  
  

To search for an account type or classification: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, in the Filter box, enter the name of the account classification or type (at least two characters).

To delete an account classification or type: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, hover over the row displaying the account classification or type, and then click the delete icon.

To create an account SLA:

1. In the Accounts Config window, on the SLAs tab, click New.
   The Editor window appears.

2. Specify values in the following fields.

   Field	Description
   Account Classification	Select the account classification for which you want the SLA to be applicable.
   Ticket Priority	Select the ticket priority for which you want the SLA to be applicable.
   Time Duration (Hours)	Enter the SLA duration (in hours). By default, this field displays the SLA duration (in hours) that is defined for the selected ticket priority. The SLA duration for ticket priorities is defined on the Settings tab of the Tickets Config window (in the Priorities section).
   Include Saturday	If you want Saturdays to be included in the SLA, select this checkbox. Otherwise, clear the checkbox. By default, the checkbox displays the status (enabled or disabled) that is defined for the selected ticket priority. This status for ticket priorities is defined on the Settings tab of the Tickets Config window (in the Priorities section).
   Include Sunday	If you want Sundays to be included in the SLA, select this checkbox. Otherwise, clear the checkbox. By default, the checkbox displays the status (enabled or disabled) that is defined for the selected ticket priority. This status for ticket priorities is defined on the Settings tab of the Tickets Config window (in the Priorities section).

3. Click Save.
   The SLA is created, and it appears on the SLAs tab.

To modify an account SLA: In the Accounts Config window, on the SLAs tab, click the cell containing the value you want to modify, and then specify the value you want.

To search for an account SLA: In the Accounts Config window, on the SLAs tab, in the Filter box, enter the account classification, ticket priority, or SLA hours of the account SLA (at least two characters).

To delete an account SLA: In the Accounts Config window, on the SLAs tab, hover over the row displaying the account SLA, and then click the delete icon.

To configure the display of the main area of an account:

1. In the Accounts Config window, click the Screen tab.
   The Account Highlight and Account Detail subtabs appear.

   The Selected section displays the following columns:

   • Name: Name of the field.
   • Data Index: Internal name of the field.
   • Type: Characteristic of the field.
   • Required: Indicates if the field must contain a value (mandatory field) to create or update an account.
   • Column: CoIumnar position of the field in an account.

2. On the Account Highlight subtab, in the Available section, select the fields that you want to be displayed in the main area of an account, and then click the right arrow icon.
   The selected fields appear in the Selected section.
   

   You can filter the fields in the Available section by using the Filter box.

3. In the Selected section, select the field that you do not want to be displayed in the main area of an account, and then click the left arrow icon.
   The selected field is removed from the Selected section, and it appears in the Available section.
   

   You can revert your changes by clicking Reset.

4. To define the position of a field in an account, in the Selected section, drag the field to the position you want. 
   

   The order in which the fields appear in the Selected section represents the order in which they appear in an account. 

5. To modify the properties of the selected fields, in the Selected section, click the cell containing the property you want to modify, and then specify the property you want.
   

   • You can revert your changes by clicking Reset.
   • You can preview your changes by expanding the Preview section.

6. Click Save.

   The display of the main area of an account is configured.

To configure the display of the area on the Detail tab of an account: In the Accounts Config window, on the Screen tab, on the Account Detail subtab, perform all the steps of the Configuring the Account Display (Main Area) section.