Manage questions in portal

Disclaimer

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

From this screen, a user with the “Portal administrator” or “Portal back office” role can manage all questions on all administrations you run for customers. Thus, this concerns all open and/or completed questions from the customer and the office staff.

By default, all questions asked by the customer and to be answered by one of the office employees are shown here. However, you can also see here which questions have been asked by the office and are open with the customer.

From this screen, a user with the “Portal administrator” or "Portal back office' role can:

• handle a question.

ATTENTION!

By default, each user sees here all questions asked by the customer and to be handled by him or her.

Assigning questions to the office staff depends on the back office settings in the domain.

Customer questions are assigned by Yuki to the employee assigned to the domain as BO Controller. The BO Controller can then, if necessary, assign a question to the BO responsible for that domain.

If no back office employee is entered at all, then the questions are for the portal and can be viewed by the portal administrator.

TIP!

The portal administrator can create their own standard questions and answers in the portal. The back office can select these questions and answers in all domains directly in the dropdown menu of the PO Box.

For a detailed description see article Set up template messages in portal.

In the accountant portal, click on Workflow and then click on Questions to view the outstanding questions in the portal domains. 

The following screen is opened:

There are five different types of questions:

• Question
• Incorrectly processed
• Complaint
• Support question
• Payroll.

ATTENTION!

A question from a customer is also automatically created by Yuki as a task of type ‘Assigned bo question’.

Filters

In this screen, you can filter the data shown by:

• Assigned to: select the user whose questions you want to view assigned to them.
• Status of question:
  • Open for BO
  • Open for user
  • Completed.

In addition, you can use an extended filter by clicking on the filter button in the top right corner of the search bar/filter bar:

Allows you to filter the displayed data by

• Domains of: select the user in whose domain(s) the questions are located.
• Type: 
  • All
  • Question
  • Notification
  • Support question
  • Complaint 
  • Explanation
  • Payroll
  • Incorrectly processed.

Handle question

To view and/or handle a question, click on the description of a question which opens the question and the corresponding document or transaction in the relevant administration.

Upon answering the question, the customer details are immediately updated and the customer receives an email.

In the domain, the customer (the domain owner or a user with the ‘Management’ role) can set who will receive the various types of messages (emails) (messages from Yuki).

For a detailed description, see article Set up messages from Yuki.