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Inquiry process

In Varicent® Incentives, you can handle web inquiries in Portal Access.

By default, inquiries are enabled for reports.

However, you can enable or disable a user's ability to launch inquiries for report from the Inquiries tab. If the creator of an inquiry is deleted from the Payee table, the system keeps the inquiry so that an administrator can view and maintain the inquiry.

For information on how to submit an inquiry from the Sales Portal and handle inquiries, see the Sales Portal Guide.

Disabling inquiries

You can choose to prevent users from being able to launch inquiries from the Varicent® Incentives Sales Portal.

  1. In Portal Access, click the Inquiries tab.

  2. Select the item for which you want to disable inquiries.

    Important

    An inquiry tree must be assigned to the object.

  3. From the toolbar, click the Disable Inquiries icon.

Enabling inquiries

By default, users can launch inquiries for Presenter reports from the Varicent® Incentives Sales Portal. If you disabled this function, you can enable it again.

  1. In Portal Access, click the Inquiries tab.

  2. Select the item that you want to enable inquiries for.

    Important

    An inquiry tree must be assigned to the object.

  3. From the toolbar, click the Enable Inquiries icon.

Sending email notifications about inquiries to pending payees

In Varicent® Incentives, you can send an email to all groups in the Portal Access inquiry tree.

  1. In Portal Access, click the Inquiries tab.

  2. Select the item with the inquiry tree that you want to view from the list.

  3. Click the Email Groups icon.

  4. From the To drop-down list, select All Groups.

  5. Type a subject and message.

  6. You can select the Send to pending payees only checkbox to notify only payees in the top node of the inquiry tree.

  7. Click Send.

Sending email notifications about inquiries to all members of one group

In Varicent® Incentives, you can send an email to all members of one group in the Inquiry tree from Portal Access.

  1. In Portal Access, click the Inquiries tab.

  2. Select the item with the inquiry tree that you want to view from the list.

  3. Click the ellipsis on the group that you want to email and select Send email to Group.

  4. Type a subject and message.

  5. Click Send.

Setting automatic notifications to users when an inquiry is pending

You can specify that you want to send an email automatically to the designated inquiry handler when an inquiry is started and pending review in the Varicent® Incentives Sales Portal.

  1. From the admin panel, click Model settings Blue settings icon.

  2. Click the More options page, and then click the Portal Access tab.

  3. Select the Email users when a sign off is pending check box.

    Note

    Please authenticate your email with support before switching it to prevent potential authentication issues.

  4. Create a support ticket to request a change of the sender email address.

    In your ticket, include the custom email address you would like to use as the sender address. Make sure this is an email address you currently have access to. The support team will then process your request.

  5. In the Sender email address field, you can change the model's sender email address for Portal Access emails.

Viewing inquiries assigned to a group

In Varicent® Incentives, you can see the inquiry details for inquiries assigned to a group in an inquiry tree; this includes comments and attachments.

  1. In Portal Access, click the Inquiries tab.

  2. Select the item with the inquiry tree that you want to view from the list.

  3. In the toolbar, click the Highlight Assigned icon to highlight the groups in the inquiry tree that have assigned inquiries.

  4. Click the ellipsis on the group that you want to view inquiry details for and select View assigned inquiries.

  5. Expand the inquiry viewer to view all the assigned inquiries.

  6. Click the inquiry that you want to view.

    Any comments or attachments that were posted with this inquiry are displayed. You can change the status and category of the inquiry from this location.

Viewing inquiries assigned to the administrator

In Varicent® Incentives, you can view the details of an inquiry that was assigned to the administrator from Portal Access.

  1. In Portal Access, click the Inquiries tab.

  2. Select the item with the inquiry tree that you want to view from the list.

  3. From the toolbar, click the Inquiries Assigned to Admin icon.

  4. Click the inquiry that you want to view.

    Any comments or attachments that were posted with this inquiry are displayed. You can change the status and category of the inquiry from this location.

  5. To add a comment to the inquiry, perform the following steps:

    1. Click the Comments tab.

    2. Click Add a Comment.

    3. Type the comment and click Save.

  6. To add attachments to the inquiry, perform the following steps:

    1. Click the Attachments tab.

    2. Click Add an attachment.

    3. Select the file that you want to attach to the inquiry.

Adding inquiry categories

In Varicent® Incentives, you might want to create categories where you can store various inquiries. You can add inquiry category names in Portal Access.

  1. In Portal Access, click the Inquiries tab.

  2. From the toolbar, click the Inquiry Categories icon.

  3. Type the name for the new category and click Add.

  4. When you finish adding inquiry categories, click Done.