Creating a Service Record

Market: Federal/State/Local, House, Senate

Description: In IQ, services (e.g., Casework, Flag/Tour Requests, etc.) have their own templates yet share common processes. This enables customization in data entry and uniformity in process management. These instructions teach users how to create a service record in IQ.

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

Creating a Service Record from an Existing Contact Record

Creating a Service Record from the Service Menu

Creating a Service Record from an Existing Message

Creating a Service Record from a New Contact Record

1.Navigate to Services > New> Contact.

2. Enter data in the fields in the Find Contact section.

3. Click Add Contact button.

4. The Contact window appears with data you entered. Complete all the fields as needed. Click Add & Open.

5. Click Action > New Service or Action >New Default Service (if a default services has been configured).

6. A list of Service templates for your office is displayed. Select the service.

Creating a Service Record from an Existing Contact Record

1.Navigate to Services > New >Contact.

2. Enter data in the fields in the Find Contact section and select the Find Existing Contacts button to search for the Contact in IQ database. You can use one or more fields to search for the Contact.

3. IQ displays a list of possible matches, based on the data you searched for. Click +Default Service (if you have a selected a default template you want to use) or +Service to create a new Service.

4. A list of Service templates for your office is displayed. Select the service.

Note: You can also click on the Contacts name to enter their Contact record and create the New Service by clicking on the Action dropdown found in the Contact record.

Creating a Service Record from the Service Menu

1.Navigate Services > New > Service.

2. The Select Service Type window is displayed. Depending on your configuration, the Show Preferred Only displays services that are customized for your account. To view all services for your offices, uncheck this box. Click the link of the service.

3. The template tailored for the selected service is displayed on the screen. Complete the fields for the service template. In IQ, the fields that are displayed will vary based on the template. However, the following fields below are common in most templates:

a. Service Code: This is the code for the agency that may be involved with processing the service.

b. Due: This is the date when the entire process must be completed.

c. Step Due: Some services involve several stages or steps. This is the date that the current step of the service must be completed.

d. Alert: This is the date a user is alerted to remind them that the step needs to be completed.

e. Priority: This is the level that identifies the priority of the service. Each office’s priority levels vary. Contact your Office IQ Consultant for details.

4. Click Save

Create a Service from an Existing Message

1.Find the existing message that needs to be turned into a Service Record and check the box to select it.

2.Click Change, Add to Service or just click +Service in the In-Row Actions above the Message.

3. Check the box next to Close Selected Messages to close the message. Then choose to either Add to New Casework, Add to New Service, or Attach to Existing Service.