Kyndryl Bridge

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Consultations management
Published On Aug 28, 2024 - 9:36 AM

Consultations management

Manage and track consultation requests by viewing their status and taking appropriate actions, including accepting, canceling, or marking them as completed.
The
Consultations
 page presents you with four cards that display the following information: 
  • Total: The total of requests received across all statuses.
  • New: The total of requests under
    Requested
     status.
  • Open: The total of requests under
    Scheduled
     status.
  • Completed: The total of requests under
    Completed
     status.
The Consultations table list displays the following information:
  1. Request ID: Unique identifier associated with the customer's consultation request.
  2. Initiated by: Email address of the person who made the request.
  3. Customer: Name of the customer who made the request.
  4. Service Offerings: Name of the service offering that has been requested.
  5. Request Date: Date when the request was submitted.
  6. Status: Current status of the customer’s consultation request.
  7. Actions: Ability to interact with your consultation request. Select one of the following options depending on the status of your consultation:
Use the pagination actions at the bottom of the page to navigate through all your consultation requests, as well as the filter capabilities to find the consultation of your interest.
Status
Action
Requested
  1. View Consultation: When selecting the
    Viewing Consultation
     option from the consultations table list, the customer’s consultation request details is displayed. Alternatively, you can
    Accept Request
     or
    Cancel Request
     based on the status of the request.
  2. Cancel Consultation: When selecting the
    Cancel Consultation
     option from the consultations table list, you can select a reason from the menu (Duplicate, Customer did not respond, customer changed mind, not a valid customer, customer already onboarded). Optionally, you can also add a comment that will be shared with your customer. Make sure to click the
    Cancel Request
     button to proceed with this action. 
Scheduled
  1. View Consultation: When selecting the
    Viewing Consultation
     option from the consultations table list, the customer’s consultation request details is displayed. Select
    Yes, Continue
     to mark this consultation request as
    Completed
    . Select
    Cancel Request
     to cancel the consultation and provide a reason for the cancellation.
  2. Cancel Consultation: When selecting the
    Cancel Consultation
     option from the consultations table list, you can select a reason from the menu (Duplicate, Customer did not respond, customer changed mind, not a valid customer, customer already onboarded). Optionally, you can also add a comment that will be shared with your customer. Make sure to click the
    Cancel Request
     button to proceed with this action.
Completed
View Consultation: When selecting the
Viewing Consultation
 option from the consultations table list, the customer’s consultation request details is displayed.
At this point in the flow, there’re no more actions to trigger.
Canceled
View Consultation: When selecting the
Viewing Consultation
 option from the consultations table list, the customer’s consultation request details is displayed.
At this point in the flow, there’re no more actions to trigger.
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