Spice Settings User Guide
From SpiceCSM
Contents |
Introduction
As you can see in the image to the right, the settings module is divided into three segments; System Settings, Administration, and Business Intelligence.
The administration section of the settings module holds the mechanisms used for administrating agents, brands, and companies.
It is important to note that an admin will only have access to the brands and companies which they have access to in Spice Help Desk, therefore they cannot modify any brand/company nor add access to any brand/company to their account via agent management.
The business intelligence section facilitates the creation and use of work flow rules inside of spice.
The final section, system settings, currently houses module management which helps integrate custom modules into the Spice platform.
SpiceCSM Community Edition allows for a single brand/company, however in this guide you will see sections that make reference to SpiceCSM Enterprise and On-demand Editions multi-brand installations.
This guide will walk you through the features of Spice Settings Module. If at anytime the guide is not enough to get you going please do not hesitate to seek help from our forum at www.opencsm.org/forum.
Administration
Agent Management
The Spice Agent Management interface allows you to create/edit/delete agents. The agents are displayed alphabetically in three groups by agent type. You will only be able to manage agents if you have sufficient privileges and only agents that have access to a company in common with you.
Adding/Editing Agents
To add an agent click on the add agent button in the top left corner of the agent management panel. The add agent window will pop up and you will be able to enter the agents information. Make sure to use a valid email address for the agent if you want them to receive an email regarding their account being created and directions on how to log in. Also you must select at least one module and one company for a user. A user with API access does not necessarily need to have access to any modules.
After entering all of the agent's information click the save button to create the agent. The default password for all new agents is 'Password123'. The agent will be asked to change their password at first log in.
To edit an agent simply click on the agent you would like to edit and then click the edit agent button. This will bring up the same window used to create an agent but it will be pre-populated with the agents data.
To delete an agent, click on the agent to highlight it and then click the delete agent button. You will be prompted to confirm deleting the agent.
Brand Management
Add/Edit Brand
While in brand management you can add a brand by clicking the add brand button. The add/edit brand window will pop up and there will be three options, 'Brand Label', 'Company' and 'EMail Reply To', for you to set for the brand. After setting these options click the save button to create the brand.
To edit a brand either double click the brand you wish to edit or highlight it by clicking and then click the edit brand button. The Add/Edit window will then pop up.
Greeting Script
A greeting script pops-up in Spice Help Desk when an inbound call is answered. The script can be defined under the 'Greeting Script' option on the add/edit window.
An example greeting script: "Thank you for calling Demo, this is [ag_fname], may I please have your username?"
In the example [ag_fname] will insert the agent's first name into the script when it appears.
Home Page Info Panels
The text that appears on the Spice Help Desk Home tab Brand General Information panel can be edited under the 'Home Page Info Panels' option on the brand add/edit window. Under this option there are two editors to type the information into. The first will appear on the left side on the info panel and the second on the right. You can also give each panel a title. You can use either the left, right, or both panels. When you have finished inputting the information click the save button, you might have to scroll down to see it.
Custom Data Points
This section provides for complete customization and flexibility in defining Brand Details, Web Shortcuts and System Variables (used in Decision Trees and Knowledge Base Articles) on a per-brand basis. To define Custom Data, simply enter a Data Label and the Data Text.
If you wish to have the custom data appear in the Brand Details Panel, simply check the box next 'Mini Pane'. If you want the item to be a clickable URL you can define the display text as web link using HTML.
Lastly, if you want this to be associated with a System Variable which can be used in Decision Trees and Knowledgebase Articles, click on the drop list next to Variable Label and select the appropriate variable. If you need to create a new system variable, simply enter the name in the Variable Label field.
If you have none of the check boxes selected, the data point will be viewable to agents by clicking on the More button in the Brand Details pane. Once you have defined the Custom Data, click on the Save button in the lower right hand corner.
If you wish to edit an existing data point, click on it to highlight it, click on the Edit button. Make adjustments to the parameters as described above and then click on the Save button in the lower right hand corner.
Additionally you can rearrange the display order of data points in the Brand Details Panel by defining an 'Order' value for the data point, data points will display in ascending order. If you wish to completely remove a data point, click on it to highlight it and then click on the Delete button.
Issues
Spice comes with some predefined System Issue Types. In addition, you have ability to define Custom Issue Types. In order to use the guided process support option in Spice help Desk you must add or create an issue. Adding an issue associates a predefined system issue with the brand while create issue allows you to create a custom issue for a brand.
To add or create an issue click the corresponding button and a window will pop up. The only difference between adding and creating an issue is that for 'add issue' you are given a pre-populated list of issue types to choose from while with 'create issue' you are given a text field to enter a label for the issue.
After selecting/naming the issue you can optionally associate a process created with the Spice Process Editor to the issue by entering the name of the file the process is saved in.
After having entered all of the desired data for the issue click the save button in the lower right corner of the window.
Canned Responses
Canned Responses can be sent using the E-mail Contact feature in Spice Help Desk or through Work Flow Rules. A list of existing Canned Responses will appear when you select the canned response option under on the add/edit brand window. To create a new Canned Response click the 'Add a Canned Response' button on the canned responses panel. The add/edit window will appear and you will be able to add a label for the respons and assign it a subject. After doing so proceed to type the body of the email and when you are finished click save.
Knowledge Base Management
Knowledge Base articles are used in Spice Help Desk support to provide agents with additional information on a specific subject. To view the Knowledge Base panel select the 'Knowledge Base Management' option on the add/edit brand window. If you have any KB articles already defined they will be listed here.
To define a new article click the 'Add Knowledge Base Article' or if you wish to edit an existing article highlight it by cliking on it and then press the 'Edit Knowledge Base Article' button. After doing so the add/edit window will appear. If adding an article first assign it a label and then proceed to fill in the text of the article.
There are a series of options below the text area for the article. After setting any desired options save the article using the save button.
CRM Layout
- not available yet.
Integration Settings
The Integration Settings option on the add/edit brand window allows for the configuration of a brand's integration settings. Integration is optional but doing so allows an agent to pull and add data to legacy and client systems.
More on integrations will be available at a later date.
E-Mail Support
E-Mail support can be configured from the 'E-Mail Support' option on the add/edit brand window.
After configuring all of the options available scroll down and click the save button.
Brand Management Screen Shots
 Main Brand Management Panel |
 Band Add/Edit Window |
 Brand Greeting Panel |
 Brand General Info Edit Panel |
 Brand Custom Data Point Panel |
 Custom Data Point Add/Edit Window |
 Brand Issue Panel |
 Brand Issue Add/Edit Window |
 Brand Canned Response Panel |
 Canned Response Add/Edit Window |
 Brand Article Panel |
 Article Add/Edit Window |
 Brand Integration Panel |
 Brand E-Mail Support Panel |
Company Management
Company Management allows for the addition and deletion of companies in Spice. To add a company just click the 'Add Company' button. A window will pop up asking the user to provide the name or label for the company. After doing so click yes.
To delete a company click on it to highlight the company and then click the delete button. A prompt will appear asking for you to confirm the deletion.
Business Intelligence
The Business Intelligence section of the Spice Settings module has two available options, Automated Work Flow Rules and Live Work Flow Rules.
Automated Workflow Rules
Automated Work Flow Rules are designed to perform an action based on a set of conditions related to a case. For each rule multiple conditions can be set. The available conditions are:
- Status Condition - This condition relates to the status of a case. You have to option to set to condition to activate when a case is either equal to or not equal to a certain case status.
- Issue Condition - This condition relates to the issue of a case. You have to option to set to condition to activate when a case is either equal to or not equal to a certain issue.
- Activity Condition - The Activity condition is triggered when a case has not had activity in x amount of days, where x is defined when the condition is added.
- Limit Condition - Limits the number of times a rule can run per case.
The available Actions are:
- Generate E-Mail - When all conditions are met the rule will send out an email. The parameters of the email are configured when this action is added to the rule.
- Schedule Event - This action schedules an event for the case when conditions are met. All event types can be selected, however the only event time option currently available is 'before'. The Before field needs to be specified in minutes and the event will be scheduled that many minutes into the future.
- Change Status - Changes the cases status to the desired value.
- Change Issue - Changes the case issue to the desired value.
To add a new rule click the 'Add Work Flow Rule' button. A window will then pop up allowing you to configure the rule. The same window is used if edit is selected, it will just be pre-populated.
When you are finished configuring the rule click the save button on the window. After saving the rule you can assign it to any number of brands by selecting the rule and the clicking the assign button. Select the brands you want the rule assigned to and then click save.
Live Work Flow Rules
Unlike Automated Rules, Live Work Flow Rules can have on a single condition and are generally related to the actions of agents.
Live Work Flow Rules act on the following conditions:
- Account Selection
- Brand Selection
- E-Mail Support Selection
- Guided Process Support Selection
- Journal Entry Support Selection
- Knowledge Base Support Selection
- Scheduled Event Selection
- Wrap Up Selection
- Case Parameter Change
Actions available to Live Work Flow Rules(Some actions are not available to all condition types):
- Reminder Alert - Pops up a message to the user.
- Open Website - Opens a website in a new browser window.
- Disable Sub Systems - Disables the selected systems for the user.
- Generate E-Mail - When all conditions are met the rule will send out an email. The parameters of the email are configured when this action is added to the rule.
- Schedule Event - This action schedules an event for the case when conditions are met. All event types can be selected, however the only event time option currently available is 'before'. The Before field needs to be specified in minutes and the event will be scheduled that many minutes into the future.
- Change Status - Changes the cases status to the desired value.
- Change Issue - Changes the case issue to the desired value.
To add a new rule click the 'Add Work Flow Rule' button. A window will then pop up allowing you to configure the rule. The same window is used if edit is selected, it will just be pre-populated.
When you are finished configuring the rule click the save button on the window. After saving the rule you can assign it to any number of brands or agents by selecting the rule and the clicking the assign button. You can also assign the rule to specific agent groups/tiers.
- Brand selection works in conjunction with the Group Type selection.
- To assign a rule to a group/agent only do not select any brands.
- To assign a rule to brands only make sure the group type selection is 'All Agents'
After assigning the rule as desired click the save button.
System Settings
Module Management
Module Management is an easy way for a developer to add their own custom modules to SpiceCSM. To add a module first enter module management and then click the add new module button. A pop-up window will appear prompting you for a module label and the location of the module in the file system. The location field should point directly to the index file of the module. We suggest putting any new modules in the spice/modules/ directory, this is where the default modules are located. You will have to manually place the files required for your module in the correct directory.
A guide on developing your own modules is forthcoming.
