Adding Service Codes and Agency Contacts

Market: Federal/State/Local, House, Senate

Description: In IQ, Service Codes refer to codes for agencies that assist with the service. When a contact is connected to a Service Code, the are referred to as an Agency Contact. These instructions teach users how to create service codes and agency contacts.

Click the following links to be brought directly to the subtopic:

Use a Service Code to Create an Agency Contact

View Agency Contacts in a Service Record

Creating a Service Code

1.Navigate to Services > Utilities > Codes.

2.Select Service from the list.

3. A complete list of Service Codes appears. To add a new service code, click Add Code.

4. Complete the fields below.

a. Enter a Code ID. Typically, this is a shortened version of the code.

b. Enter a Translation. This is generally a more lengthy explanation of the code.

c. The Archive check box is used if you wish to remove the code from active use. Once used, codes cannot be deleted as they are associated with records.

d. The Web Form Staff Assignment assigns new Services with this code to a particular user if the Service is created using a Web Form.

e. Include a Category if you wish to associate this code with a category.

f. If you would like a default Due Date to appear in a Service record with this Service Code, enter the Default processing time.

g. If you would like all Agency Contacts with this Service Code included in every Service record with this code, check the Attach Agency Contacts check box. Leaving the box unchecked will allow you to manually attach Agency Contacts each time you add this Service Code.

5. Click Save to save your changes, Save and Add Another to save this code and add a new one, or Cancel to delete your entry and close the dialog box.

Use a Service Code to Create an Agency Contact

Agency Contacts are typically people that work at an outside agency or office and assist in resolving issues you are handling in IQ Services. Agency Contacts are distinguished by attaching an Agency Code to a Contact record. When that Agency Code is attached to a new Service record as a Service Code, all Contact records with the same code can be made to appear in the Service and can be easily selected for messaging. This means you spend less time searching for your contact and can also search and report on all contacts in an agency using the Agency Code or Category search.

Option 1: Create an Agency Contact from an Existing Contact Record

1.Navigate to Services > New > Agency Contact.

2.In the New Contact section, enter the information you know about the agency contact. Add the Agency Code or Agency Category at the top of the column. As you enter information, the results of the search appear in the list to the right.

3.If you have located the Contact record, but it does not have the Agency Code attached, check the box in front of the contact and use the Change button at the top of the list.

4.Select the option to Change Agency Contacts.

5.Add the Agency Code or Agency Category.

6.Use the Save button.

Option 2: Create an Agency Contact in a New Contact Record

1.Navigate to Services > New > Agency Contact.

2.In the New Contact section, type the information you know about the agency contact. Be sure to add the Agency Code or Agency Category at the top of the column. As you enter information, the results of the search appear in the list to the right.

3.If you have not located the Contact record, use the Create New Contact button at the top of the list.

4.All information you entered is captured in the new Contact record. Edit the record as you wish.

5.Use the bread crumbs at the top of the record to return to the Agency Contact List.

View Agency Contacts in a Service Record

In a Service record, all Contacts with the Service Code included in the record will appear on the Contacts tab in the Service. Usually, these Agency Contacts are listed as Not Attached to the record. If you wish to attach an Agency Contact to a specific Service record, you can use the +Attach Contact Row Action to do so. This will display the contact on the General panel of the Service record with contact information listed below the name.

In a Service record, the Contacts panel displays 2 figures for Agency contacts. The first is the number of contacts attached to the Service record, the second is the number of Agency Contacts located by IQ that have a relevant Service Code attached.