eService Tab

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The eService Module Control tab sets defaults, such as:

• Communication Status
• Support Call Source
• Call Re-open Status

These defaults are used when generating/updating the eService record in CRM. It also determines if Location, Problem and Solution fields are optional or mandatory when entering a Support Call.

You can define the default user and Team to use when creating a Support Call from eService.

eService has two types of views: ordinary end users for example a Customer and Resellers. Ordinary Users and Resellers are identified based on their Login detail. The Reseller view provides additional function, for example View Support Calls for a Customer Organisation. You can use the eService tab to turn function on or off per type of User:

• Regular Settings (Ordinary End User)
• Reseller Settings

A number of settings exist, including the ability to add a Contact and Close a Call.

eService can link to Physical Assets, depending on the Allow use of Assets option on this tab. If selected, Support Calls are linked to the Assets module, which enables you to select the Asset that the Support Call relates to.

Default Communication Status

Select the default Status for eService Sales Enquiries. These Sales Enquiries automatically generate Communications in CRM, with the default Status as selected.

Only Open (active) records display on a Workflow desk.

Default Contact Method

Select the default Support Call Method to display when a new Support Call is generated from eService. The Call Method is located on the Additional tab of the Calls form.

Location Code

Select the behaviour for the Location Code for eService Calls.

• Optional: You can select the location code.
• Not Required: Location is not displayed on the Call form.
• Compulsory: Location displays and needs to be selected before a new Call can be saved.
• Optional to Open/Compulsory to Close: Location displays on the form and may be selected when creating a new call. Location must be selected before the Call can be closed.

This setting overrides the Location setting in Customer Relationship Management Module Control.

Problem Code

Select the behaviour for the Problem Code for eService Calls.

• Optional: You can select the Problem code.
• Not Required: Problem code is not displayed on the Call form.
• Compulsory: Problem code displays and must be selected before a new Call can be saved.
• Optional to Open/Compulsory to Close: Problem code displays on the form and may be selected when creating a new call. Problem code must be selected before the Call can be closed.

This setting overrides the Location setting in Customer Relationship Management Module Control.

Version Detail

Select the behaviour for the Version field for eService Calls.

• Optional: Version is available on the Call and may be selected.
• Not Required: Version is not displayed on the Call.
• Compulsory: Version displays on the Call and must be selected.
• Optional to Open/Compulsory to Close: Version displays on the Call and may be selected. Version must be selected before the Call can be closed.

Default Type

Select the default Support Call Type to display when a new Support Call is generated from eService. The Call Type is located on the Additional tab of the Calls form.

Default Solution

Select the default Support Call Solution to be displayed when a new Support Call is generated from eService. The Call Solution is on the Problem tab of the Calls form.

Allow changing status

Indicate which users can maintain the Status of a Call through eService. Select one of these from the list:

• All Users Allowed: There is no restriction on who can maintain the Status field.
• Not Allowed: The status of a Call cannot be maintained through eService.
• Only Resellers: Only Resellers are allowed to maintain Status.

Default Call Status

Select the default Status for an eService Call. If selected, the Status of a new Call in eService defaults to the value selected.

Call Status on Close

Select the Status when an eService Call is closed. The selected Status should be of type Closed.

Call Re-open Status

Select the default Support Call status to be used in CRM when a Support Call is re-opened from eService.

Call Status on Change

Select the default Status for an eService Call when it is changed. If selected, the Status is automatically updated to the selected value when the Change Call function is performed.

Call Status on Comment

Greentree can auto update the status of an eService Call when a Comment is added. If you require this feature, select the status that you want the Call to be updated with.

Call Status on Attachment

Greentree can auto update the status of an eService Call when an Attachment is added. If you require this feature, select the status that you want the Call to be updated with.

New Call/Service Request

This setting controls the behaviour of the New Call function in eService. You must select if:

• A Call is created
• A Service Request is created
• Both a Call and Service Request is created (the record in Greentree has both the Call and Service Request options selected on the Security tab).

View Call/Service Request

This setting controls the behaviour of the My Calls, Our Calls and Search Calls menu items in eService. Select one of these options:

• Only Calls: The menu items only gives access to Calls.
• Only Service Requests: The menu items only gives access to Service Requests.
• Both: The menu items gives access to both Calls and Service Requests

View Logs

Select this option to have access to Logs from eService.

Auto unassign re-opened Calls

Select this option if a Call should be unassigned when the Call's status updates to re-opened. If selected, the Call will appear in Unassigned Calls. If not selected, the Call remains assigned to the user that originally dealt with the Call.

Allow use of Assets

Select if Physical Asset detail should be available with Calls in eService. If selected, you can select the Physical Asset that the Call relates to.

Allow use of Solution code

This option determines if the Solution Code field is available in eService.

If selected, the Solution code field is available BUT display only. Therefore this field applies to View Calls only. This field is not selected by default.

Allow use of Solution Note

This field determines the availability of the Solution Note field. If selected, the Solution text displays on the Call.

This field defaults to selected.

Allow use of Type

This option determines if the Type field is available in eService. If selected, the Call/Service Request Type displays. You are also able to maintain the Type when you change a Call/SR and select a type when you create a Call/SR.

Regular Users: Allow add Call with empty Contact

Select if end users can log a Call through eService without specifying the Contact person.

If not selected, Contact Name and Email is compulsory when logging the Call.

Freeform contact details are compulsary

This option is enabled if the 'Allow adding call with empty contact' option is selected.

Select this option if you want the eService user to enter a Contact Name when a new Call is created. If not selected, then the new Call is created without submitting any Contact detail.

Regular Users: Allow adding Contact

Select if the end users can create new Contacts in CRM. If selected, the 'Add Contact' feature is available in eService. Note: The Contact's Notes field in CRM states that the Contact was generated using eService.

Regular Users: Allow changing Contact

Select if end users can maintain a Contact through eService. If selected, the 'Change Contact' feature is available.

Regular Users: Allow changing Call

Select if end users can maintain a call through eService. If selected, the 'Change Call' feature is available.

Regular Users: Allow closing Call

Select if end users can close a call through eService. If selected, the 'Close Call' feature is available.

Resellers: Allow add Call with empty Contact

Select if Resellers can log a Call through eService without specifying the Contact person.

If not selected, Contact Name and Email is compulsory when logging the Call.

Freeform contact details are compulsory

This option is enabled if the 'Allow adding call with empty contact' option is selected.

Select this option if you want the eService user to enter a Contact Name when a new Call is created. If not selected, then the new Call is created without submitting any Contact detail.

Resellers: Allow adding Contact

Select if Resellers can create new Contacts in CRM. If selected, the Add Contact feature is available in eService.

The Contact's Notes field in CRM states that the Contact was generated using eService.

Resellers: Allow changing Contact

Select if Resellers can maintain a Contact in CRM. If selected, the Change Contact feature is available in eService.

Resellers: Allow changing call

Select if Resellers can maintain a call through eService. If selected, the Change Call feature is available.

Resellers: Allow closing call

Select if Resellers can close a call through eService. If selected, the Close Call feature is available.

Location Code Auto Lookup

Select this option if the Location Code search list is to load the Location Codes upon entry to eService.

Problem Code Auto Lookup

Select this option if the Problem Code search list is to load the Problem Codes upon entry to eService.

Asset Code Auto Lookup

Select this option if the Asset Code search list is to load the Asset Codes upon entry to eService.

Post Code Auto Lookup

Select this option if the Post Code search list is to load the Post Codes upon entry to eService.

Custom Links

You can link to another website from eService. Select the Display Custom Links option and add the web addresses you want to link to.

The link must be in this format: https://www.greentree.com

The links you enter display in eService on the Home page, under the Links heading. You select the link and the web page displays.

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