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Contatti

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Overview

The "Contacts" tab displays all contacts belonging to the user's organization (main contact etc.), providing information such as

  • name
  • role in CGM PORTAL
  • main contact indicator (where applicable)
  • e-mail address
  • time zone
  • language
  • personal ID
Displaying contact details

To display the details of a contact, you can either

  • click the name of the contact
    or
  • click on the ellipsis button and select option "Details".

CustomerPortal_MYORG.png

 

The contact details consist of several tabs, depending on the contact:

  • Contact Profile: display/edit business information
  • Support Cases: display all Support Cases of the contact, and create new Support Tickets
  • (Notification Settings: similar to the Notification Settings in your profile, see article Notification Settings.)

CustomerPortal_MYORG_Contacts_ContactDetails_ContactProfile.png

Searching for a contact

If the contacts list contains many contacts, you can search for a certain contact using the search field and entering the name or contact ID.

CustomerPortal_MYORG_Contacts_Search.png

Adjusting the Contacts list layout

Click on the "Show As" button to toggle between the following list layouts:

  • List
  • Grid

CustomerPortal_MYORG_Contacts_ShowAs.png

Adjusting the number of contacts per page

Click on the "View" button to adjust the number of entries that should be displayed on one page of the list.

  • 12 entries per page
  • 24 entries per page
  • 48 entries per page

CustomerPortal_MYORG_Contacts_View.png

Adding a new Contact

Users with an Admin role can create further contacts (employees within their company/practice). It is possible to add Contacts with a portal login for employees which should also have access to the portal and be able to create Support Cases etc.

Alternatively, you can add a Contact without setting up a portal login.

1. In the CGM PORTAL, go to menu "MYORG" via the navigation bar on the left side.

2. On the "Contacts" tab, click on button "Add New Contact".

CustomerPortal_MYORG_Contacts_AddNew.png

 

3. In section "Personal Information", you fill in the mandatory information for the new contact.

CustomerPortal_MYORG_Contacts_AddNew_Form_Personal.png

 

If you want to set up a portal login for this contact, proceed with step 4.

If this contact should not have a portal login (yet), continue with step 7.

4. In section "Platform Access" > "Enable login", activate the radio button "Yes" to enable the login for the user.

5. In field "Role in the Portal", select the respective role/authorization that the contact should have in the portal. 

​

For CGM PORTAL users, the following roles are available:

Admin: A user with Admin role in the portal has access to all functions in the portal. That means, an Admin can:

  • create and change Contacts
  • create Admin Cases and Support Cases
  • view all cases of the organization
  • view all invoices of the organization

Super-Admin: Represents the main administrator of the customer account.

  • similar access as normal Admin role. Difference: No other user can remove the Super-Admin authorization/role (even if the other user has a Super-Admin role). 
  • can change the role from Admin to User.

User: A user with a User role in the portal can:

  • create Support Cases for him-/herself
  • has read access to the organization

Customer Support Admin:

  • similar layout as "User", but without restriction to see their own cases only
  • view all cases of the organization
  • can be selected as Watcher

CustomerPortal_MYORG_Contacts_AddNew_Form_PlatformAccess.png

6. In field "Login Email", enter the e-mail address that should be used by the contact to log in to the CGM PORTAL.

Note: In case of existing contacts that do not have a login yet, the system will suggest the business e-mail address (if maintained). This e-mail address can be confirmed or changed as applicable.

7. In section "Contact Details", enter the mandatory information for the new Contact.

CustomerPortal_MYORG_Contacts_AddNew_Form_ContactDetails.png

 

8. Depending on the product you are using, a functionality to restrict the product access for support may be available in the contact.

If this feature is active for you, your Portal Admin user can control in the Contact details (when creating or editing a contact) which products your users should be able to see and use.

MYORG_Contacts_Edit_ProductFamilySelection_excerpt_EN.png

If a product is deselected in the list, the system will not show this product as an option in the SUPPORT menu nor will your users be able to see existing cases for it.

However, at least one product value should be activated for a user.

 

9. Click on button "Preview & Save Changes".

10. On the Preview Summary page, click on button "Create Contact". 

CustomerPortal_MYORG_Contacts_AddNew_Preview.png

 

If the contact creation was successful, a success message is displayed and the contact will receive a Welcome e-mail containing an Activation Link.

Editing a Contact

If necessary, you can change certain details of a contact, such as the e-mail address or the phone number. Users with an Admin role can also change the portal role of a contact.

1. Navigate to menu "MYORG" via the navigation bar on the left side.

2. On tab "Contacts", click on the Contact name for which you want to edit the details. Then click on "Edit Business Information". 

Alternatively, click on the actions button (ellipsis/three dots) and select option "Edit".

3. In the Contact form, all currently available information for the user is prefilled. You can edit the following contact data:

  • Enable/disable the portal login
  • Role in the CGM PORTAL (only Admin users)
  • Login Email
    E-mail address that should be used for logging in to the CGM PORTAL.
    Note: In case of existing contacts that do not have a login yet, the system will suggest the business e-mail address (if maintained).
    This e-mail address can be confirmed or changed as applicable. If you want to change your login e-mail address, please contact your CGM support department.
  • Job Title
  • Business Email
  • Business Phone 
  • Business Mobile Phone 

MYORG_Contacts_Edit_EN.png

4. Depending on the product you are using, a functionality to restrict the product access for support may be available in the contact.

If this feature is active for you, your Portal Admin user can control in the Contact details (when creating or editing a contact) which products your users should be able to see and use.

MYORG_Contacts_Edit_ProductFamilySelection_excerpt_EN.png

If a product is deselected in the list, the system will not show this product as an option in the SUPPORT menu nor will your users be able to see existing cases for it.

However, at least one product value should be activated for a user.

5. At the bottom, click on button "Save Changes" to save the changes.

 

Assigning/changing a role

To enable users to log on to the CGM PORTAL and display organization data and create Support Cases etc., the Admin user of the customer account must set up the respective role for this user/contact. The role defines, which authorizations the contact will have in the CGM PORTAL.

Portal roles

For CGM PORTAL users, the following roles are available:

Admin: A user with Admin role in the portal has access to all functions in the portal. That means, an Admin can:

  • create and change Contacts
  • create Admin Cases and Support Cases
  • view all cases of the organization
  • view all invoices of the organization

Super-Admin: Represents the main administrator of the customer account.

  • similar access as normal Admin role. Difference: No other user can remove the Super-Admin authorization/role (even if the other user has a Super-Admin role). 
  • can change the role from Admin to User.

User: A user with a User role in the portal can:

  • create Support Cases for him-/herself
  • has read access to the organization

Customer Support Admin:

  • similar layout as "User", but without restriction to see their own cases only
  • view all cases of the organization
  • can be selected as Watcher

 

Assigning or changing a role

To grant a user access to the CGM PORTAL and assign a certain role, proceed as follows:

1. In the CGM PORTAL, go to menu "MYORG" via the navigation bar on the left side.

2. On tab "Contacts", either:

  • Click on the Contact name for which you want to assign or change a portal role. Then click on "Edit Business Information". 
    or

  • Click on the actions button (ellipsis/three dots) for which you want to assign or change a portal role and select option "Edit".

3. If the contact does not have a login yet and you want to assign it: Activate radio button "Yes" in section "Enable login".

Note: This step is not necessary if the user already has a valid login and you only want to change the role/authorization.

4. In field "Role", select or change the portal role that the user/contact should be assigned to. 

5. In field "Login Email", enter the e-mail address that should be used by the contact to log in to the CGM PORTAL.
Note: In case of existing contacts that do not have a login yet, the system will suggest the business e-mail address (if maintained). This e-mail address can be confirmed or changed as applicable.

CustomerPortal_MYORG_Contacts_EditContact_LoginRole.png

 

6. Once the role has been selected, click on button "Save Changes".

Deleting a Contact

If a Contact is no longer part of your organization and should no longer have access to the data of your organization within the CGM PORTAL, customer Admins can delete a Contact.

To delete a contact, proceed as follows:

1. Go to the "MYORG" menu > tab "Contacts".

2. Search for the contact you want to delete.

3. Click on the ellipsis icon (three dots) for the respective contact and select option "Delete".

CustomerPortal_MYORG_Contacts_Delete.png

 

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  2. Tags
    1. CGM PORTAL
    2. Contacts
    3. MYORG