Using the Associate Service Log

Learning Experience Team

July 20, 2021 18:11

Admin: Corporate Admin
Page: Associates > Find Associates > Associate Detail
URL: [CLIENTID].corpadmin.directscale.com/Corporate/CRM/Detail?id=[ASSOCIATE_ID]
Permission: EditAssociate()

The Service Log displays changes made on the Associate record and allows you to create support tickets for your Associates that go to your Customer Support team.

Creating a Support Ticket

Under the Service Log tab, click the + Add Log Entry button.

The Add Support Ticket pop-up window opens.
In the pop-up, enter the support ticket details in the Message field.
Enable Create Support Ticket to expand the form.
In the To, For Associate, Subject, and Discussion fields, enter the relevant information.

The Subject field provides contextual information for the support representative that will address the ticket.
Click Submit.

The support ticket now displays in the Service Log List.

The assigned Support Representative will receive a new message to look into the ticket.

Creating a Service Log Entry

Under the Service Log tab, click the + Add Log Entry button.

The Add Support Ticket pop-up window opens.
In the pop-up, type the log entry details in the Message field.
Click Submit.

The log entry now displays in the Service Log List.

Using the Notification Log

The Notification Log logs all the texts or emails sent to the Associate about activity for themselves and their downline. This section can help troubleshoot issues with Associates not receiving texts or emails. You can determine:

If the system is sending or not sending them
If their carrier may be blocking them