As an Organization Administrator you can configure your organization from your dashboard. To begin, click Manage my organization under the ‘My Organization’ section of the dashboard.
Locations, Departments, User Accounts and Employee Groups should be configured regardless of which Convercent modules are being adopted within your organization. For assistance with bulk upload of locations, departments and user accounts, please contact your Customer Experience Manager for assistance.
Issue Types, Intake channels, Intake Channel Geography Rules and Notification Profiles only need to be configured if the Case Management module will be utilized. Each Communication item is covered under the next section focused specifically on Case Management configuration.
Following are the details for configuring your organization structure in Convercent.
As a first step you’ll want to enter your organization details if not already setup by your Customer Experience Manager. The organization details include your organization’s name, address and alternate organization names, or aliases. Aliases are alternate names that others may associate with your organization including acronyms, subsidiaries or other legal entities. Reporting parties will be asked to select their organization during the issue intake process. It’s important that your organization name and all aliases are available for them to choose from.
To add or edit your organization details, click Edit details in the ‘Details’ section.
Next, enter or modify your organization details including your organization name, address and alternate names.
Company locations should be defined for your organization as they will be displayed to reporting parties during issue intake. Reporting parties will be asked to select a location in which the issue occurred. Providing options for them to choose from will assist the reporting party in providing more accurate information and can also be beneficial for administrators when running reports in Convercent.
To add or edit locations, click Locations from the ‘Structure’ section.
New locations can be added individually by clicking Add a new location from the Location Manager. Convercent is more than happy to assist organizations with a large volume of locations. Please contact your Customer Experience Manager to discuss the best option for bulk uploading your location data.
Once locations are added, the Location Manager, allows you to view and edit your location data. Locations that are no longer relevant to your organization can also be deactivated and hidden from the options during issue intake.
Company departments should be defined for your organization as they will be displayed to reporting parties during issue intake. Reporting parties will be asked to select a department in which the issue occurred. Providing options for them to choose from will assist the reporting party in providing more accurate information and can also be beneficial for administrators when running reports in Convercent.
To add or edit locations, click Departments from the ‘Structure’ section.
New departments can be added individually by clicking Add a new department from the Department Manager. Convercent is more than happy to assist organizations with a large volume of departments. Please contact your Customer Experience Manager to discuss the best option for bulk uploading your department data.
Departments are a way to organize your people in the way you think about your organization. As departments are added, you have the option to associate your departments with your locations and employees. This association becomes valuable for administrators when running reports and analyzing data in Convercent.
User accounts are required for any individual that requires access to Convercent to manage issues and investigations, participate in learning courses, or attest to policies. User accounts are not required in order for individuals to use the issue intake form or ask-a-question feature.
Please note, as new user accounts are created, welcome emails will be automatically sent to those individuals with information on how to activate their Convercent account.
To add or edit user accounts, click User Accounts from the ‘Structure’ section.
Next, select Add user account from the ‘Actions’ menu.
First name, last name and email address are required fields when creating a new user. Employee ID, telephone number and associating departments and locations are optional.
User access to Convercent is defined by the permission levels set for each user account in each of the Convercent modules. Following is a brief description of each permission level. Please refer to the Convercent User Permissions Guide for detailed information on user permissions and roles an individual can have in Convercent.
Organizations typically have just one Organization Administrator. As the administrator you can configure all Convercent application settings.
Case and Values
It is recommended that organizations have at least two Case Administrators. By default, Case Administrators have access to all issue reports and investigations. In the event you are named in a report, you will be denied access of the issue and another Case Administrator will be able to take immediate action.
Case Moderators only have access to issues that they were manually granted access to by a Case Administrator, Case Moderator with access to that issue, or through notification profile settings.
Participants do not have access to issues or investigations.
By default, Policy Administrators have access to all policies in the policy library with the ability to add new and edit existing policies.
Policy moderators can create new policies or edit existing policies they have access to. For Policy Administrators and Moderators to create and distribute campaigns they must also have Campaign Administrator access.
Policy Participants by default have read access to all published policies in the policy library or have been assigned to them via a campaign requiring attestation. Participants have access to the policies on their dashboard unless explicitly denied access by a Policy Administrator or Moderator. For a Policy Participant to receive a policy campaign, they must also have Campaign Recipient permissions.
By default, Education Administrators have access to all courses in the education library with the ability to add new and edit existing courses.
Education Moderators can create new courses or edit existing courses they have access to. For Education Administrators and Moderators to create and distribute campaigns they must also have Campaign Administrator access
Education Participants by default have read access to all published courses in the education library or have been assigned to them via a campaign requiring completion. Participants have access to the courses on their dashboard unless explicitly denied access by an Education Administrator or Moderator. For an Education Participant to receive an education campaign, they must also have Campaign Recipient permissions.
Campaign Recipient is the default setting for all user accounts. Recipients can be selected to receive a policy and education campaign by the Campaign Administrator.
Only Campaign Administrators have the ability to create and distribute policy and education campaigns to recipients.
Organization Administrators may wish to create customized employee groups to simplify employee selection for targeted campaigns or access within Convercent. For example, adding specific employees to a Management Team group would ensure Campaign Administrators include all management-level employees to a campaign targeted for those specific individuals. The Administrator would simply select the employee group without having to select each employee individually.
To add or edit an employee group, click Employee Groups from the ‘Structure’ section.
Next, select Create a new employee group.
You will be prompted to enter a group name, description and select the employees that should be associated with that group.
I have questions. Who do I call for help?
Questions? Please contact us. We’re delighted to help.
To reach your dedicated Customer Experience Manager, please call 1.800.335.7639 or email us at firstname.lastname@example.org.