Inbox - Everest Help

Inbox

New Concerns submitted via the Customer Web Portal appear in the Inbox. The Inbox button in the Main Menu will display the number of new submissions unless there are none.

STEP 1:
Select From List
A list of submitted Concerns from the Customer Web Portal are validated by a User, saved and subsequently tracked and managed just like any other Concern. A preview screen will enable a User to validate the data prior to induction into the system.

Account Information to Save
Choose the select button for the Name field to proceed...

Select button chooses the highlighted Account if any matching Accounts are found in the database.
Show All Accounts button opens the full Account List to search and select an existing Account in the database.
New Account button saves the data from the submitted form as-is to create a new Account in the database.

Data fields that will result in matching Accounts:

Name
Address
Telephone Number

STEP 2:

Choose the Save button to finish. New Accounts will require an Account Type to be selected and the Account fields may be edited to change or correct the text, then choose Save.
The Delete button removes the record from the Inbox so that nothing is saved in the database and the submitted information is also deleted from the Inbox. This is used to remove data that is determined to be unusable or invalid.

Enter New Concern
Opens the New Concern screen for a User to input New Concern data.

Close
Exit the New Concern window and any unprocessed New Concerns remain saved in the list.

Configuration
Visibility of the Inbox button in the Main Menu includes System Managers and any Users belonging to a User Group with the Menu option enabled for Web Concerns. The Inbox requires the Portal itself to be installed and enabled with the setting in Configuration | Other Options | Optional Components | Customer Portal (checkbox).

How It Works
The Customer Web Portal is an Everest Add-on, purchased separately, to provide customers with an online form to submit feedback from the business or organization’s existing web site. This will often replace an existing “Contact Us” form that generates an unformatted email message. The difference is that the Customer Web Portal form routes new Concerns directly into the Everest database so that no re-typing of the data is necessary.