Control Center > Settings

Modified on Wed, 14 Feb 2024 at 09:29 AM

Purpose

Set defaults values for your SupportLogic instance, like the Customer Relationship Management (CRM) you are connected to, customize the display of fields, define user profiles, create system-level case assignment queues, virtual queues and more.


Summary

There are two main areas within Settings: 


  • General: for site defaults, defining user profiles, set scope, turn on and off specific fields, setup the system case assignment queues, etc.


  • Pages: to define how restrictive you need to make the views within SupportLogic, configure Console settings, determine which tabs and fields will be available in Agent and Customer Insights pages and configure settings for the Keywords and Trends and Patterns and Outliers pages.

General

You can setup site defaults, branding and UI customizations, scope of access for users, target metrics and most of your features that impact what users see in the system and what they are restricted from seeing in the system. Use the table below to identify each area under the GENERAL section to determine what you wish to configure and how it will impact the user experience:


SectionDescriptionImpacts / Leveraged By
Site defaultsGeneral look and feel of the UI. You can modify tooltips that appear within the application, set the URL for your CRM, change the logo that appears within SupportLogic via a URL, and update your company name on auto-generated reports, customize labels and determine the start month for quarterly reporting.Changes to this section are site-wide, i.e. if you Customize Labels they will be customized everywhere in SupportLogic.
Validate links to your CRM and Engineering systems of record:

User Profiles
Scope
Both of these sections are used when creating User Profiles and/or Managing Users. They enable you to control what a Support Manager sees versus a Customer Success Manager sees while using SupportLogic.Use these in reverse order: 

Use Scope to determine the case fields you will use when creating a User Profile. 

Then, in User Profiles, use the fields selected under Scope as a mechanism to filter content for a specific User Profile.
Fields
(see article on Fields)
Two types of fields to configure: Case and Customer. Both are dependent on your system of record, i.e. CRM. 

Fields are comprised of the Field Key (from your system of record) and Your Label (how it will appear in SupportLogic) and have three different options:
 (Preset | Multi-line | Variable).

You can configure if you want to make these fields available as filters (used by Dynamic and Global Filters), whether they can be leveraged by Operations Metrics reports.

You can also set the time period from your system of record from which values will be drawn. Normally 1 to 2 years is more than sufficient.

You can periodically "Refresh" the list of options from your system of record to SupportLogic (if you added a new Category type in your CRM, for instance).
WARNING: You do not want to make changes to this section on a regular basis. It is a good idea to reach out to your CSM if re-mapping of fields is required.

Changes to Fields is global and impacts both the UI experience of all users, but also your reporting results. 

Considerations on the ramifications a field change will have on your Operational Metrics or end of quarter reports need to be thought through prior to making any such changes.
Case AssignmentAssignment queues are comprised of individual agents, Virtual Teams or Virtual Orgs used when manually assigning a case and by the auto-assign engine.

These are often named by the leader of a team or division, but are not required to be.

You can make them viewable, enable them for Auto assign or not. If you do not designate any of the Queues you create for Auto-assignment, you do have the ability to define a Virtual Team or Org separately. 
Case Assignment Queues impact Console, Case Assignments, Support Hub and the Keywords and Trends report.

You have an additional option to set the Backlog agent card view to sort by Status or Priority.
Virtual QueuesEither CRM or SupportLogic queues can be configured with Virtual Queue rules. A Virtual Queue is comprised filters based on Case Fields or Customers (including Virtual Accounts), recommended Teams or Individual Agents, with routing logic applied.

Routing logic drop-down options
Routing logic for a Virtual Queue is:

Always will always attempt to assign an agent to unassigned cases in this Queue, even if there are no matching agents available for assignment.

Never will never attempt to assign an agent to unassigned cases in this Queue. This may be used to prevent certain cases from being assigned automatically by SupportLogic under any circumstances.

Optional will always attempt to assign an agent to unassigned cases in this queue. If (and only if) there are no matching agents available for assignment, assignment will proceed without this queue as a requirement.

Do Nothing will ignore this Queue when assigning cases. It will be effectively disabled.
Target Case MetricsThese settings include the targets for SLA tracking and the changes made to the SLA tracking table impact both what users can do in the application and how your organization defines the First Response Time by, for instance.

Efficiency: you can also determine the standards by which the Support team will be measured in performance for things such as: Number of Responders, Days spent in Escalation State, etc.

Customer Experience: You can also configure the CSAT and NPS scores you are targeting, Sentiment and Attention Score Ideals.

Case Metrics Labels: allow you to determine how the age of the case will be grouped (5, 10, 30, or 60 days) for instance.
WARNING: Changes to this section can impact system performance and should normally be planned with your Customer Success Manager.


While changes to Target Case Metrics do not directly result in changes throughout SupportLogic, they do influence or directly impact the ways which cases are prioritized, predicted to escalate and impacts the end of quarter reporting drastically.
Support HubControls what information is synchronized with your system of record, whether you will allow edits to things like the Case Status to be made in SupportLogic, and which case fields will appear within the Support Hub as part of the case summary details.Impacts Support Hub primarily. 

You have the option of setting default email addresses to be blind-copied on any public comments on cases in Support Hub as well.
Alerts/NotificationsUsed to configure collaboration tools such as Slack or Microsoft Teams.

Set the default text created when sharing cases.

Setup an alert if data synchronization delays or failures occur.
Impacts Alerts and Support Hub.
Sentiment FeedEnable or disable case fields users can use to group sentiments by.Impacts Console, Agent Insights, Customer Insights and Escalations.



Settings > Site Defaults

A few quick tips regarding the Site Defaults:


  • Try to keep the dimensions of your logo so that they can occupy the rectangular shape available in the application. Optimal height and width appear to be:  100px x 22px (PNG, JPEG, GIF or SVG formats) 



  • Changes to the Customizable Labels impact not only the visual display of the SupportLogic UI, but also the URL for each page


Pages

As this section's name implies, use Pages to make changes to the appearance and behavior of specific pages within SupportLogic. The table below summarizes the changes available for this section.


SectionDescriptionImpacts / Leveraged By
My CasesThere are two options in this section:

  • Restrict Agents / Engineers from viewing other cases (ones they are not assigned to)
  • Restrict Agents / Engineers from training the Machine Learning engine

Turning these options on or off for your Agents / Engineers, depends on your organizational structure, size and complexity.
ConsoleConfigure which time frames to make available.

Show/Hide specific Content Tabs.

Determine which Custom Fields to use for grouping cases once you have selected a particular tab within the Console.

Configure which case fields to use when grouping cases in the New Case tab.
Some things to consider Console settings are how your organization splits the case load. For instance,

Does Region matter to your team?

Does your product support vary significantly by components or operating system?

The intention for these configurations is to make it easier for your Support Managers to group and address cases aggregately. 
Insights (Agents)Show/Hide specific Content Tabs.

Determine which Custom Fields will appear in the drop-down list in this page.

Set fields that will appear as a tooltip when hovering over a case
If you have disabled a tab in Console normally you would also want to disable that tab in each respective page in this section.

Insights (Customer)Show/Hide specific Content Tabs.

Determine which Custom Fields will appear in the drop-down list in this page.

Set fields that will appear as a tooltip when hovering over a case
If you have disabled a tab in Console normally you would also want to disable that tab in each respective page in this section.


Keywords and TrendsShow/Hide specific Content Tabs.

Configure the options for the time filter.

Set the limit of the number of Entities that appear.

Determine which Custom Fields will appear in the drop-down list in this page.

Modify some basic chart defaults for display and grouping.
If you have disabled a tab in Console normally you would also want to disable that tab in each respective page in this section.
Patterns and OutliersConfigure the options for the time filter.

Set the limit of the number of Keywords that appear.

Determine which Custom Fields will appear in the drop-down list in this page.

Enable or disable the ability to export the content of this chart as a CSV.

Impacts some of the UI options within the Patterns and Outliers analytics tool.

 

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