Question of back office to user

Disclaimer

All screenshots in the article were taken in the Dutch version of Yuki.

Within Yuki, communication between the back office and the entrepreneur takes place through questions and notifications. The following describes how back office communication begins and how the user responds to it.

View and ask question as back office

A user with the “Back office” role can proceed in two ways.

Handle assigned question

To handle an assigned question:

• click directly on the description of a question from the accountant portal

The question opens immediately via the PO Box in the relevant domain.

Ask new general question yourself

This is a standalone question that is not directly linked to a specific document, bank transaction, or entry.

To ask a new general question yourself:

• click on the PO Box icon on the navigation bar
• at the top of the now-opened screen, click on the Question button
  
  OR
  
  
• in the now-opened screen, under Questions click on Summary
• at the top of the now-opened screen, click on the New button

The following screen is opened:

When creating a new question, the back office defines the following parameters:

• Type: Question or notification to the user or to the payroll department.
  
  Standard question or answer
  In the input screen, the back office can select a default question or answer from the dropdown menu.
  
  
• Destination: Addressed to the entire domain or to a specific administration.
• Recipient: Intended for a specific user or another back office employee.

Additional back office options

In the input screen, the back office can select a standard question or answer from the dropdown menu. An internal back-office note (invisible to the end user) can also be added, or a document from the Yuki Archive can be attached.

What does user receive?

As soon as the back office clicks on Send the user (by default, the person specified under 'Messages from Yuki') receives a notification at his or her login email address with a direct link:

• For a question: The subject line is 'Yuki has a question.' The email shows only the initial question. For privacy and security reasons, any subsequent replies or follow-up questions within the same conversation are only visible after logging in.
• For a notification: The subject line is 'Yuki asks for your attention.' The full text of the notification is immediately visible in the email.

How does user handle communication?

Depending on the type of message, the user has various buttons at their disposal.

User responds to question

The user can answer the question or forward it using the following buttons:

Send: Type a response and, if necessary, attach a file (from the computer or the Yuki Archive) to send the question back to the back office.

Completed: Close the question immediately and set the status to 'Completed.'

Forward: Forward the question internally to another user within the domain. The new recipient will not receive an automatic email notification.

User responds to notification

A notification usually does not require a reply, but it does require an administrative action. The user can choose from the following options:

• Completed: Confirm that the notification has been read and understood. The status changes to 'Completed.'
• Forward: Forward the notification to another internal user (without email notification).

Permanently delete notification

Notifications that the user has marked as 'Completed' can be permanently deleted from the list by the back office at a later time, if required.