Special Function: Knowledge Base & Scripts

Providing exemplary customer service requires give and take: Customer service agents often must give a customer/requestor the info they need to solve the problem themselves or know what to ask a customer to identify the pertinent details of the issue.

Lucity's Request module offers integrated Knowledge Base and Script functions to help customer service agents give and gather accurate information. Using the Problem Setup module, an agency can associate each Problem type featured on the Request form with information helpful in completing the Request.

Each Problem Setup record includes a Knowledge Base Info field. This text field can be used to store information that would be useful to share with a customer who reports that Problem.

Then, when a Lucity user selects a Problem and saves the Request, a pop-up displays any Knowledge Base information associated with that Problem:

Open the Work > Administration > Work Flow Setup > Problem Setup module.
Click the to open the Problem Setup record to which you would like to add a Knowledge Base item.
In the Knowledge Base Info field, enter any information you would like the person documenting the Request to relay to the customer.
Save and close the record. The next time a user attempts to save a Request bearing that problem, the new Knowledge Base item will appear in a pop-up.

A Problem Setup record's Scripts grid stores a list of questions that the customer service agent is prompted to ask the customer who submits a request for a particular Problem. For example, an agency could use Scripts to help the user identify the severity of the problem, the consequences of the problem or the exact location of a problem.

When the user selects a Problem and saves the Request, a pop-up displays a script of questions, if any, associated with that Problem, as well as fields for recording the customer's responses. The questions and answers are carried over to the Request's Scripts grid when the user closes the pop-up. If a Script question requires a response, the user cannot close the pop-up until he or she enters the customer's response.

Open the Work > Administration > Work Flow Setup > Problem Setup module.
Click the to expand the Problem Setup record to which you would like to add a Script item.
In the Scripts grid, click the button. The Work Flow Setup Scripts Form appears.
Enter the Sequence (number) in which the new item should appear in the list of Script items.
In the Question field, enter the question you would like the person documenting the Request to ask the customer.
Enable the Required option, if desired. This prevents the user from closing the Script pop-up if he/she hasn't recorded a response to the question.
Save and close the record. The next time a user attempts to save a Request bearing that Problem, the Script item will appear in a pop-up.

Lucity automatically loads any associated Script(s) when the user selects a Problem on the Request form; however, users can also add records manually to a specific Request's Scripts grid.

In the Request module, click the button to expand the Request to which you want to add a Script item.
Select the Script grid and click the button. The Scripts form appears.
Enter the numerical order of the question in the Sequence field.
Type the question in the Question field.
Click the button to save the record. The new Script now appears in that Request record's Scripts grid. The Script item is not, however, added to the Script items associated with the Problem identified on the Request.

Problem	Knowledge Base Entry
Recycling Wasn't Picked Up	If the customer's regular recycling day falls on a City holiday, crews will pick it up on the next business day. Crews will not pick up bins that contain nonrecyclable items. The City does not recycle glass.
Street Is Snowy/ Icy	The City prioritizes major streets to allow emergency vehicles access to all areas. As soon as plowing operations begin, all trucks--including residential--are activated. The City has four service response levels that vary with each snow event based on the amount of snow on the ground.
Need New Water Service	You can register and start your service online at: www.website.gov or by calling 555-555-5555. The Processing Fee for new residential customers is $3.00, and will be included on the first utility bill. A Security Deposit up to $150.00 may be required at the time of application for residential services.

Problem	Script
Hit/Broke a Utility Line	Do you know what kind of line was severed? Is service unavailable for you or your neighbors? If gas: Have you called the Fire Department?
Animal Control	If snake: What does it look like? Where, exactly, is the animal on your property? Is the animal in any danger?
Major Fallen Tree Limb	Was anyone hurt? Is the tree located on private property or a city easement? Is vehicular or pedestrian traffic impeded?