FAQ’s for Dynamics– Digital Champions

About this document

This guidance has been created to help answer questions on our new database Dynamics for our digital champions. We’ll keep this document regularly updated so make sure to check back if you have a question. If you have a question that doesn’t appear in this document, contact Operations Tech Support on 0203 841 2324

I’m not able to add a new case for my recently created contact.

When creating a new contact, make sure the contact has been saved. Once saved, the button to +New case will appear below the contact.

I have clicked on an active case and I am unable to go back to the original case I was creating.

Click the ‘back’ button in the top left of your browser window to go back to the case you were working on.

All ‘Active Cases’ are hyperlinks which will navigate you away from the page you’re currently on, sometimes when you click on these hyperlinks you’ll get a pop up asking if you want to ‘Save & Close’, so make sure you click this or you’ll have to start your case over again.

I clicked ‘Save & Close’ by mistake and now I can’t find my case.

If you save and close your case, you should end up back on the contact you were dealing with. If you scroll down, you’ll see a list of the cases associated with that person. If there are numerous cases there, you can scroll to the right in that box and see the date each case was created, as well as the owner of the case. This should help you identify the one you were working on so you can open it and pick up where you left off.

I was adding a local signpost to my case, but I can’t get back to my case now.

In the local signpost section, there is a section below with details of ‘Available Organisations’ which specifically describe where you may have signposted the caller. We’re not currently using this function on the Dynamics system, but it can be tempting to click on the hyperlinks of these organisations for a more specific record.

When you click on these hyperlinks it will either open a new tab (in which case just close the new tab to return to your previous window), or navigate you away from the case (they will prompt you to click ‘Save changes’ or ‘Discard’, in this instance click ‘Save Changes’). You will be able to return to your case through clicking ‘back’.

I’ve tried to create a new case, but I’ve clicked the button to create a new contact.

Click the ‘back’ button in the top left of your browser.

To create a case, it must be connected to a contact. Either search the database for the contact you need or create a new one if there is no record of them on the system yet. Once you have your contact, scroll down to the bottom of the page and click the +New Case button.

On the ‘contacts’ page, fields like their address are hidden.

In the top left of your screen just above the word ‘Home’, there are three lines. If you click those lines, they will cause the left-hand banner to collapse, making the main contacts screen bigger so you can see more. If you click those three lines again, the banner will expand again.

I need to add numerous signposts.

If you need to add numerous signposts to your case, you must add them separately. This means clicking the three dots and selecting +New Local Signpost, filling in the mandatory field, then clicking Save & Close for each signpost you need to add.

I need to refer someone for more than one need.

If your caller has more than one need, for example; they require a food parcel and a medication delivery, you’ll need to record both needs separately. Click on the three dots and select + New Local Referral, fill in the mandatory fields and any other useful information, then click Save & Close. You will need to follow these steps for each practical need the call handler has.

Where do I look for organisations when signposting?

Always refer to Operators Manual when Signposting.

What if the person already exists in the database with a different spelling of their name?

Make sure you check for the correct spelling of the callers’ name when they call, as well as confirming other details. If the spelling is incorrect, make sure you amend the details and save the contact. You’ll need to make a note of this in the summary notes.

What if a caller gets in touch to update their telephone number/postcode/address?

If a caller contacts the support line to update their telephone number, postcode, or address, please add these details to the contact and click Save. Then go into the most recent case that is assigned to that person and add a note to say these details have been updated in the summary notes, along with your agent ID, the time, and the date. Then make sure the case is marked as ‘Ready for review’, and Save & Close the case.

Can I search for a person using their phone number or postcode?

You can search for a contact by using their phone number but not their postcode. It’s good practice to search using the last four digits of their telephone number.

Do I need consent from the caller or beneficiary before adding their details?

There are three levels of consent you need to confirm with the caller. The first is consent to keep the callers details. If this caller is calling on behalf of someone else, you’ll need to check if there’s consent for us to keep a record of the beneficiary’s details. The third is consent for feedback.

How do I know if I should set up a new case or update a previous case?

You should set up a new case for a contact if they have a new need. For example, they may call the support line and state that they have one day of food left and require a food parcel.

You should update a case for a contact if the caller says they’re giving additional information, calling to follow up/chase the need they have already called about. For example, a caller could say they called two days ago about a food delivery but are yet to hear anything. In this case, we’d update the most recent case, mark it as ‘Ready for review’ and Save & Close.

Another tip is to ask the caller if they’re calling regarding a previous case, or about something new.

The caller may call numerous times asking for a food parcel, if the previous case is more than 7 days old, this would now be considered a new request and a new case will need to be created.

NB. Please keep in mind that the database will be empty on day 1 of go live, so even if callers state that they have called before, we will not have a record of them on the system. So even if they’re calling about a previous case, please add this as a new case.

 What if someone would like to be removed from our database?

If a caller contacts us and explains they’d like to be removed from our database, contact your supervisor with the callers’ name, and either their postcode or telephone number, this will be forwarded to the data team.

I’m not able to add the beneficiary details on the case.

If your caller is calling on behalf of someone else, make sure you change the drop down below the callers’ name from ‘The person who called’ to ‘Someone Else’. Doing that will clear the beneficiary field and allow you to add the beneficiary to the case.

I’m clicking on the case, but it keeps opening the contact.

Make sure when you’re trying to open a case that you’re clicking on the Case Title rather than the caller or beneficiary name.

I’m unable to add the postcode to my contact.

When adding a postcode to your contact, there are two fields to be aware of. One field is labelled ‘Postcode’, and within this field you can write the full postcode of the contact. The field below that is labelled ‘Postcode (Lookup)’ and only needs the first one or two letters of the postcode.

For example:
Postcode: B19 7UH
Postcode (Look up): B (then select the automated dropdown of B – Birmingham).