Clients, Sites & Users
9 guides
Azure Deltas
This article explains Azure Deltas, a feature in Microsoft Entra and CSP integrations, allowing for efficient data handling by updating only modified records through the Microsoft Graph API. Benefits include more frequent and timely user data updates. Enabling Azure Deltas changes how data is processed by ignoring site mappings during retrieval but applying them during processing. The guide details enabling steps, considerations like initial sync duration, manual import recommendations, and adjustments such as delta sync methods, user deactivation options, and its use in Intune integrations.
Call Management
The article provides a comprehensive guide on managing calls using the Call Management module in Halo. Topics include logging calls manually, configuring and using call scripts, customizing caller information, and integrating with calling software like Microsoft Teams. The guide emphasizes customizing settings to streamline call logging and automating information gathering through scripts. It also covers how to set default call scripts, log tickets efficiently, and configure ticket responses. Additionally, it explains how to enhance call handling using identity verification and decision trees.
Customers and Importing/Migrating Data
Document Management for Customers, Sites and Users
This guide details the management of documents for customers, sites, and users, highlighting the setup and use of the document management module. It explains how to enable document management, upload and view documents within customer, site, and user profiles. The guide also covers permissions for viewing documents, organizing documents into folders, and managing document versions. Users can upload documents via the self-service portal, subject to permissions. Additional features allow for document organization and folder user visibility settings.
Important Users/Customers
The article provides a comprehensive guide on managing important customers and users, focusing on marking them as VIPs, configuring VIP notifications, and utilizing ticket rules for higher priority handling. It covers steps to identify and prioritize users and customers within the system by marking them as important, configuring popups, and using customer relationship management. VIP users can be set as site contacts and are prioritized in ticket logging and communications. The guide includes setting user roles, criteria for ticket rules, and managing customer groups to provide effective support and engagement.
Sites
Top Levels
The article offers a comprehensive guide on organizing clients using 'Top Levels' in Halo, which allows for additional customer organization such as grouping managed and ad-hoc clients. It details enabling and creating top levels, importing, filtering tickets, and setting notification criteria. It also explains configuring knowledge base access, calendar filtering, column profiles, and assigning tickets within top levels. Further, it describes setting top level as a default view, displaying it on tickets, and using it for service restrictions. The guide provides step-by-step instructions for each feature.
Users
The article outlines user management within the Halo system, focusing on user profiles, settings, and permissions. It explains how users are typically ticket requesters and describes how to configure user settings, including preferences and permissions such as portal access levels. It covers the creation of user roles for bulk assigning permissions and methods for importing users, either via integration or spreadsheets. The article also details customizing user profiles, including screen layouts and visibility of system fields for a personalized user interface.
Using CRM Notes
The article provides a guide on using CRM notes to manage customer relationships, allowing users to log details, track satisfaction, and organize follow-ups. Key functionalities include logging time for billing, scheduling follow-up appointments, and customizing fields within CRM notes. It explains how to create CRM notes from tickets, automate ticket generation using the 'Next Call Date' field, and leverage AI for generating summaries. The guide also covers setting notifications for updates, customizing CRM note fields, and tailoring automated workflows based on customer interactions.