Data Entry Introduction

Caller Assistance and Data Entry are used to view and manage subscriber information within Matrix. The following documentation instructs users on the basic use of these pages and introduces users to the informational tabs available to them. Availability of tabs is based on other pieces of DICE software you use and/or profile-level permissions of users accessing the pages. This documentation is intended for operators and any other users who may have access to view and update subscriber information.

Field Setup allows administrators to determine which fields users can see when accessing Data Entry or Caller Assistance. See the Field Setup documentation for more information on how to restrict the visibility of fields.

Select Subscriber #

The Select Subscriber area is used to lookup account numbers. In Caller Assistance, this area has a Passcode verification option to identify the caller and determine whether or not they have the authority to access or make changes to account information. In Data Entry, this area does not have a Passcode verification option. More information on verifying passcodes can be found below.

Caller Assistance

Data Entry

To locate an account number, use the magnifying glass to open the Account Number Search dialog box. See the Account Number Search documentation for more information on selecting a subscriber account.

Passcode Verification #

Before viewing account information in Caller Assistance, operators will be prompted to input a Passcode into the available field. Operators will request this passcode from the caller asking to view their account information. Once input, the fields the caller has permission to update or view will display accordingly.

Operators can interact with the Passcode field via the available options. These options are defined below.

Option	Icon	Definition
Search		Displays the Lookup dialog box that allows users to search for and select passcodes saved to the selected account.
Clear		Removes any information input into the Passcode field.
Challenge		Displays any challenge questions assigned to contacts on the account. Operators can then ask the caller for their challenge question answers for additional verification. See the Contacts Tab documentation for more information on assigning challenge questions and answers to contacts.
Skip Verification		Automatically displays account information without verifying a passcode first.

If a caller does not have access to a particular tab, the text of that tab will appear in red. As shown below, the caller does not have permission to access On/Off Tests for this account. Selecting a tab with red text will notify you the contact does not have permission to provide/make changes to the account information located in that tab.

Recent Accounts #

The Recent Accounts dropdown allows users to quickly select from a list of accounts they have previously viewed.

Selecting an account from those available will automatically populate the Data Entry/Caller Assistance page with its information. This dropdown can be added to user views via the Subscriber Select - Show Recent Account Lookup flag available within Flag Maintenance. See the Flag Maintenance documentation for information on how to manage this flag’s setting within the system.

Creating an Account #

Selecting the plus icon next to the Account Number field will display the Create New Account dialog box. Users can generate a new subscriber account within the system by populating the available fields.

Perform the following steps to create a new subscriber account.

1. Input the account number of the dealer the subscriber will be assigned to into the Dealer field.
   • Users can also select the magnifying glass icon to search for and select a dealer.
2. Select the accounting code that should be assigned to the subscriber from the Billing Branch drop-down.
   • This is the branch accounting will use to organize and charge the subscriber.
3. If applicable, input the characters that should precede any automatically generated characters in the account number into the Account Prefix field.
   • Users can also select the magnifying glass icon to search for and select an existing prefix from the dealer’s currently assigned accounts.
4. If applicable, select the number of characters that should be automatically generated after the selected prefix from the Additional Characters drop-down.
5. Select Generate Next Account to populate the Account Number field with the new subscriber number for the dealer.
   • Note: This option can be selected more than once if an alternate account number is desired.
   • Note: Dealers are assigned specific blocks of accounts within CORE. If your selected Prefix and Additional Characters do not match any of the numbers currently available under the dealer, you will be unable to create a new account meeting the criteria.
6. Select Create Account to complete adding the subscriber number to the dealer.

Once created, users will automatically be relocated to the primary Data Entry page for the new subscriber. Additional information on the available tabs can be found below.

Tab Overview #

Once an account is created, users will have access to several informational tabs where account information is assigned and managed. Each of these tabs is briefly defined below.

Tab options that provide access to Matrix pages found outside of Data Entry or Caller Assistance will include links in their descriptions directing users to the proper documentation.