Customer Info Questions

The Info Questions are designed so that you can get specific information from your clients at either:  original intake time, or at any time in the future.

The first thing you should do is understand how the fields are mapped between what the customer sees, and what you see internally.  Here is a breakdown of that:

First, here are a few fields on your Home Watch Customers property screen, which we will look at and see how they are mapped and how they appear to the customer.

To set up the mapping, and how these are viewed, you click on "Update Questions" at the top of the Contracts List screen.

Here you will see how the fields on the Customer Screen are mapped to the view the client will see.

Setting these up initially is important.   In this grid you will see all of the fields that are available to your clients and prompts with how you wish for them to interact with those fields.   

• Field Name HWIT - is the field name that appears on the Home Watch Customers screen -- looking at the first screenshot above you'll see Access Notes, Mail Notes, etc.
• Show Customer - if this is checked, this field will be shown to the customer whenever the customer info is displayed to them.  If you have a field that you do not want exposed to your customer uncheck this box.
• User Prompt for Portal - is what the "heading" for the field will be.  By default these will be the same as your internal field names, but if you wish to put something more descriptive you can enter that here.
• Description for Portal - is an extra bit of detail you can show your customer.  This will tell them exactly what information you want for them to put in that particular field.

If you look at the mapping on the above screenshot, and compare it to this screenshot of what the client will see, you can see exactly how the mapping plays out.

You'll notice that the customer sees the contents of the fields just as you do internally.  Any changes they make will affect your data as well and you will be notified if they change anything.

Using this as an Intake is easy -- when you send a new Contract to the customer, there is a checkbox immediately above the Send Email button that you can check, and after signing the Contract the customer will be taken to an input screen to enter this information.

If you wish to use it for ongoing updates from the customer, you can either send the customer a link to update the information, or you can turn on the option to edit it from the Customer Portal.

To send a link, at the top of the Question update screen you'll see a prompt to get a link for a customer:

You'll be prompted to select the contact you wish to send this to, and then will be given a specific link that you can send to that contact.  Anyone with this link will be able to open the information for that contact -- so treat those links carefully as it could open up a security issue if you are not careful.

A better solution for the customer to update the information is to turn this on in the Customer Portal -- that way it is secured behind the customer's password.

The way it will appear on the portal is link this:

You can turn on this option in the Preferences Screen, in the Portal Section.  Make sure that you have set up all of the linkages the way you want them before turning this setting on!