Viewing Financial Summary Information

You can use the Financial Summary section of the Overview tab to get an at-a-glance view of the customer's current financial situation. This section provides you with:

• What does this mean?: The book icon next to this statement can be used to launch a Knowledge Management article that can provide agents with additional information about financial insights.
• Total bill charges: This insight includes the charges associated with the current bill, and indicates when the bill is due.

• Viewing the Knowledge Management Article from the Customer Dashboard
  

Viewing the Knowledge Management Article from the Customer Dashboard

When you click the book icon next to the What does this mean? statement in the Financial Summary section of the Overview tab, the system opens the Article Reference drawer where you agents can view additional information about the financial insights that are displayed.

The article that appears in the drawer is determined during the implementation process. If no article is set up, the drawer is empty.

Access the Pre-defined Article Using the Book Icon

To access the pre-defined article using the book icon:

1. Access the Customer Dashboard by selecting a customer from the Person and Premise Search.
2. Locate and click on the Book icon.
3. The Article reference drawer opens on the right side of the screen.
4. Review the information in the article.
5. Optionally, you can rate an article by clicking the star that represents how useful the article was. For example, if the article was very useful, click the fifth star. If the article was not useful at all, click the first star.
6. Click the X at the top right to close the drawer.

Search the Knowledge Management System for Additional Articles

To search the Knowledge Management system for additional articles:

1. Access the Customer Dashboard by selecting a customer from the Person and Premise Search.
2. Locate and click on the Book icon. The Article reference drawer opens on the right side of the screen.
3. In the search bar at the top of the drawer, enter your search criteria and hit Enter.
4. Select an article from the search results.
5. Review the information in the article.
6. Optionally, you can rate an article by clicking the star that represents how useful the article was. For example, if the article was very useful, click the fifth star. If the article was not useful at all, click the first star.
7. Click the X at the top right to close the drawer.