Configuring Customer Database Settings for your application

As an administrator, you can configure all customer database settings for your application like customer profiles, packages, and more in the Customer Database tab.

Refer to the following sections to learn about these settings:

To configure customer profiles

As an administrator, you can build customer profiles. These customer profiles will be beneficial for them to access the customer console and for agents to look up their information in order to gain insights and understand the customer better.

By creating a customer profile, you could additionally create services and scores along with it.

To create a customer profile, perform the following steps:

1. Log in to BMC Helix Customer Service Management

2. Click Start Session.

   Warning

   Important

   If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

   To restart the session login and click Open Console.

3. To launch Customer Profile, click Customer Profile.
4. Click "New", which opens a side window.

5. In the Customer Profile section, complete the following fields:

   Field	Description
   Company Code	The Company Code is the combinations created in the Company section. Select the Company Code from the drop-down.
   Customer ID	Input a customer ID in the format that's consistent.
   First Name	Input the first name of the customer.
   Last Name	Input the last name of the customer.
   Email	Input the email address of the customer.
   Primary Contact No	Input the primary contact number of the customer.
   Preferred Language	Select the language that the customer prefers.
   Customer Status	Select Active or Inactive based on the status of the customer.

6. Click Submit.
   The customer profile is created successfully and you can view it in the Customer Profile section as shown in the following image:

To edit a customer profile, perform the following steps:

1. In the Customer Profile section, select the entry you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

To add services, perform the following steps:

1. Log in to BMC Helix Customer Service Management

2. Click Start Session.
   

   Warning

   Important
   If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

   To restart the session login and click Open Console.

   
   

3. To launch Services, click Customer Profile.
4. Select a customer profile entry and click Add Services & Products.
   In the pane displayed, fill all required fields.
   The service name helps the system understand what type of service the customer has or could have. The administrator may also choose the start and expiration date of the service.
   
5. Click Submit.
   The service is created successfully and you can view it in the Customer Profile section as shown in the following image

To edit a service, perform the following steps:

1. In the Service section, select the service you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

To add scores for a customer profile

Once a customer profile is submitted, select the customer profile you want to add scores to, and then click on Add Score. Then fill in the following fields and click Submit.

The scores have been created successfully and you can view it in the Score section as shown in the following image:

More scores can be added in a similar manner. 

To further edit these scores: 

1. Select the score that needs editing. 
2. Click the Edit option, that would appear after selecting the answer.
3. In the pane displayed, edit the answer and click Save.