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 are beneficial for agents to look up customer information in order to gain insights and understand the customer better. Additionally, you can create contracts and services related to a particular customer and link it to the customer's profile. 

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.

   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 Database.
4. Choose the correct Company from Company the drop-down menu.
5. Click "New", which opens a side window.

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

   Field	Description
   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 Contact Time	Select the customer's preferred time of contact.
   Preferred Contact Mode	Input the customer's preferred mode of contact like email, call or SMS.
   Preferred Language	Select the language that the customer prefers.
   Customer Category	Select which category the customer would come under—B2B or B2C.
   Social Media Status	Select the relevant digital social status of the customer.
   Customer Segment	Select the relevant customer segment.
   Customer Type	Select the relevant customer type.
   Personality Type	Select the relevant personality type depending on the customer's behavior.
   Customer Status	Select Active or Inactive based on the status of the customer.

7. 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

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 a service

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.

   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 Database.
4. Select a customer profile entry and click Add Services & Products, which opens a side window.
5. Select the relevant contract. In case there are no contracts, you will first need to create a contract. To add a new contract, perform the following steps:
   1. Click Add New Contract, which opens a new side window.
   2. In the pane displayed, add all the necessary information. 
   3. Click Submit.
6. Select the contract.
   
7. In the consumer product section, add the relevant service. The administrator may also choose the start and expiration date of the service.
   

1. 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

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 Configure Customer Interactions

Usually, customer interactions will be done in an automatic way through the appropriate integrations. But in order to add a customer interaction manually, the below process should be followed:

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.

   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.

   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. Click on Customer Database, then click on Customer Interactions.

4. In the Customer Interactions section, complete the following fields:

   Field	Description
   Company	Choose the correct Company from Company the drop-down menu.
   Customer ID	Input a customer ID in a consistent format.
   Type	Input the type of interaction. It can be a purchase, an inquiry, or a social media engagement.
   Channel	Input the platform where the interaction took place.
   Task	Describe the kind of interaction.
   Transaction Type	Select the transaction type value that seems most appropriate.

5. Click Submit.
   The data should have been submitted successful.

To edit an interaction

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

To Configure Customer Invoices

Usually, customer invoices will be done in an automatic way through the appropriate integrations. But in order to add a customer invoice manually, the below process should be followed:

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.

   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.

   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. Click on Customer Database, then click on Customer Invoices.

4. In the Customer Invoices section, complete the following fields:

   Field	Description
   Company	Choose the correct Company from Company the drop-down menu.
   Customer ID	Input a customer ID in the format that's consistent.
   Invoice Number	Input the invoice number.
   Invoice Date	Input the invoice date.
   Invoice Month	Input the month of the invoice.
   Details	Input the details of the invoice.
   Attachment	Include the attachment of the invoice.
   Store ID	Input the store ID that the invoice is related to.
   Due Date	Input the due date of the invoice.
   Payment status	Select the status of the invoice payment.

5. Click Submit.
   The data should have been submitted successful.

To edit an invoice

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