1. Modern View Online Help
  2. Contact Center
  3. Customers
  4. Additional Customer Data Options
  5. Profiles

Profiles

Select Profile Responses

Customer Profile categories such as age, homeowner, favorite color, and so on and corresponding responses are set up in Work with Profile Categories (WPFL). When profile categories and corresponding responses exist, you can update the customer’s responses within the Customer page.

Selecting Profile from the More Options menu (illustrates options icon (horizontal 3 dots)) opens the Profile Drawer and displays a selection field for each profile category that has one or more responses defined. Select a response from the drop-down list of responses as required for each category needing a response and click OK when done.

If one of the category responses has been flagged as a default response, that value is automatically defaulted into the respective profile field but can be manually changed to another selection. A blank selection is included along with the defined category responses for profile categories that do not have a default set and are not marked as Required within the drawer.  

When ORCE Customer Integration (L37) system control value is set to INTERACT and Send Profile Data to ORCE (L51) system control value is set to Yes, profile data updates made in the Profile drawer update the corresponding attribute for the customer in Customer Engagement.  

Profile Drawer Fields

Profile data is used to define demographics or characteristics about the customer. It is displayed only when:

  • there is at least one category with responses defined in Work with Profile Categories (WPFL),

  • and there is a required profile category that does not have a response,

  • and the Alternate ID Required for Display Customer Profile (K87) system control value is set to Yes,

  • and the customer has a Primary Alternate Customer Number assigned.

Selecting Profile from the More Options menu (illustrates options icon (horizontal 3 dots)) opens the Profile drawer containing the following fields:

Customer Name followed by the Customer Number.

Profile: Profile category description such as age, homeowner, favorite color, and so on. If a profile category is required, a value must be selected to save the Profile.

Available only when there is at least one category with responses defined in Work with Profile Categories (WPFL).

Profile data is synchronized with Customer Engagement when ORCE Customer Integration (L37) system control value is set to INTERACT and Send Profile Data to ORCE (L51) system control value is set to Yes.