Question of user to back office

Disclaimer

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

Within Yuki, users can submit various types of questions. Depending on the subject, the question is automatically assigned to the appropriate department or person.

View and ask question as user

A user can proceed in two ways.

Handle assigned question

To handle an assigned question:

• click on the PO Box icon in the navigation bar
• in the now-opened screen, under Questions click on Outstanding for me.

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 in 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:

Types of questions and assignments

As a user, you can submit the following five types of questions:

1. Question about administration: Assigned to the back office.
2. Question about how Yuki works: Assigned to the Support team.
3. Report an incorrectly processed transaction: assigned to the back office.
4. Report a complaint: Assigned directly to the back office manager.
5. Question or change regarding payroll: assigned to payroll.
   
   ATTENTION!
   A question regarding payroll can only be asked by users with the ‘Management’ or ‘HRM’ role.

Important exception

When the question is asked directly from an openED document or a specific transaction, only question types 1 and 3 are available.

Prepare and send question

Before you actually send the question, you have the following options for providing additional context:

• Link to administration: For question types 1, 3, and 4, you can link the question to a specific administration. By default, Yuki suggests the main administration.
• Add attachment: You can directly upload a document from the Yuki Archive or a file from your computer and link it to the question.

As soon as you click on the Send button, the question will be submitted to the back office. 

You will receive a notification that the response will be sent to your login email address. Of course, the message will also be available in your domain's PO Box.

Status 'Pending'

As long as the back office hasn't responded to the question yet, you'll see the following message when you open it: “This question is currently pending in Yuki. If you want to add some extra information, enter it below and click on the 'Send' button."

How does back office respond to your question?

When a back office employee receives a question, they have several options and buttons at their disposal:

• Standard responses: The back office can select a pre-defined standard response.
• Internal note: The employee can add an internal back office note (e.g., with information for a colleague). This note is never visible to the user.

The back office handles the question using one of these buttons:

• Send: The response is sent to the user (the user receives an email notification).
• Save: Saves the draft text or internal note to work on it later.
• Delete: Permanently removes the question from the work list.
• Completed: Closes the question immediately without sending a message to the user. This is used for questions that do not require a response, so the user’s inbox does not become overloaded.
• Assign: Assigns the question to a specific back-office colleague.

ATTENTION!

Once a question has been definitively marked as 'Completed' by the back office, the user can no longer reopen it.

Receive and process response

Once the back office has answered your question and clicked on the Send button, you will receive an email with the subject line “Yuki has answered your question.”

Security and privacy

For security reasons, the email itself does not contain the text of the question or the answer. The email only contains a secure link. You must always log in to Yuki first to view the content. The advantage is that you can then handle the question immediately.

After logging in, you can handle the answered question in two ways:

• Send: Are you not yet satisfied, or is additional information needed? Type your response, add a new document if necessary (from your computer or from the Archive), and resubmit the question.
• Completed: Has the question been answered to your satisfaction? Click on Completed. The status will change to closed.
• Forward: If you want to forward the answer to a colleague, click on the 'Forward' button.
  The availability of this option depends on the type of question and answer.