CustomerGate 365 on the Role Center

The cues

Grouped as on the screen:

CustomerGate

Requests to Review (not picked up by anyone), In Progress (picked up, not yet converted), No Customer Linked Yet, My Requests, Unassigned, Needs a Look, Quotes Accepted via Website (acceptances nobody has marked as processed), and Stuck Notifications and Stuck Confirmations: requests whose notification to inside sales or whose confirmation could not be sent.

Staff Orders

Staff Orders to Review, Staff Orders in Progress and Staff Orders Without Customer: the same counts for orders a staff member entered for a customer who was present. This group is only shown while Staff Orders Enabled is on in CustomerGate Setup, and each cue opens the worklist filtered on staff orders.

Customer Portal

Account Requests to Review and Account Requests Without Customer. Without a customer, an account request cannot be approved.

Web Catalog

Items on the Website and Items Not on the Website: how many items are in the catalog your website reads, and how many are deliberately kept out of it.

Retention Period

Requests Past Retention Period and Account Requests Past Retention Period: requests past the retention period that still hold personal data. These should be zero; a number means the cleanup job is not running.

My Requests, Unassigned and Needs a Look

These three are new, and they belong with the assignment and the screening of requests. Each of them opens the worklist with exactly the filter it counted with, so the number on the tile and the list behind it always say the same thing.

• My Requests counts the open requests assigned to you. An assignment is not a lock: your colleagues may still act on them.
• Unassigned counts the open requests nobody has taken. That is the list a day starts with.
• Needs a Look turns amber as soon as the screening has flagged something: a duplicate, a suspect request or one that looks like spam. The tile itself never refuses or hides anything; a request is in it because somebody has to look at it, not because the app has already decided.

The Web Catalog cue

Items on the Website and Items Not on the Website count what the web catalog decision produced. They are there to be looked at once before go-live, and to be watched afterwards.

A number that suddenly changes is the signal: a publication rule or an item category is taking more with it than intended. Drill down to the view Excluded by a Rule or Category to see which items those are. See Web catalog.

The red warning while demo mode is on

While Demo Mode is on, the Web Requests part shows a red line at the top: no customer receives a message from CustomerGate any more, because confirmations, sign-in codes and account e-mails all go to the demo recipient. In a production company that line should not be there. Turn Demo Mode off on CustomerGate Setup; that asks a second confirmation, because from that moment the waiting messages go to real addresses.

The CustomerGate navigation

The CustomerGate section in the navigation opens Web Requests, Account Requests, Portal Users, CustomerGate Setup, Webhook Subscriptions and CustomerGate Diagnostics.

Turning the cues on

The Web Requests part is on every standard role center that has cues, from Business Manager and Order Processor to the warehouse and manufacturing role centers, and it starts hidden on all of them. Choose Personalize on your role center, select the hidden part Web Requests and choose Show; the cues stay for you. An administrator turns them on for everyone with a profile under Profiles (Roles), with Customize Pages. The role centers of iFacto Steel 365 are not included, because the app does not depend on Steel 365; users there can search for the pages by name.

When a number stays up

• Stuck Confirmations or Stuck Notifications: open the request and read the error in its E-mail group. See Troubleshooting.
• Requests Past Retention Period: check on CustomerGate Setup that the cleanup job is set to Ready and that Cleanup Disabled is off.
• Quotes Accepted via Website: select Processed on each acceptance once its quote has been converted.
• Needs a Look: work the list. A request that is fine drops off the tile as soon as you start processing or convert it; a wrong Duplicate Of marking is cleared with Not a Duplicate.
• Items Not on the Website: check in the view Excluded by a Rule or Category which rule or category is taking the items with it.

The licence

In the last two weeks before the CustomerGate web services stop, and while they are stopped, the role center shows a red line at the top: the connection with the website stops, or has stopped, because there is no valid licence. No requests from the website arrive then, but everything in Business Central keeps working. Ask your administrator; CustomerGate Licence shows them what is needed.