BuzCSM is a Trouble Ticket system that is very useful for a number of different types of information gathering: The CSM allows users to solicit comments from members of, and visitors to, their website; It allows communication between customers and the user; It provides a record of conversations between members and the user, as well as tracking activity and providing a history that can be referred back to; it greats a repository of support history, allowing you to search for recurring issues, as well as providing a way to refer back and see how questions/issues/comments were responded to in the past.
To allow for the submission of comment cards through your website, create a New Page, when prompted "this page will be a:" select Comment Card Submission. For more information on the creation of a Comment Card Submission page see Buz CMS > Page Types > CMS Page Types > Comment Card Submission in the Reference Guide.
You can add numerous Comment Card Submission pages that are highly customized. For example, you may wish to have a Comment Card Submission page within your Class Registration webpage allowing for comment cards specifically focused on classes available. This makes the comment cards user friendly, and solicits more specific comments, as opposed to general comments if there is only one comment card program that is situated on a general page. By placing these pages in specific areas in which you desire feedback, you will encourage the receipt of more cards from that specific area.
In light of this need, the Buz CSM is very customizable based on your needs; Within the creation of each comment card page you are able to select which departments are available for the member to choose, as well as being able to select the users that cards from each department are directed to. For more information on Card directing, see Buz CSM > Admin in the Reference Guide.
These pages work the most effectively within the private or member section of the website, as the necessary information will auto-fill as long as the member is signed in and the needed information is available in your member's database. It is possible to create the page as a public page, which will allow non-members to also write comment cards. As a private site, a sign-in will be necessary for someone to submit a card.
Note: If you are new to this program, it is highly recommended to begin by creating all of the settings for Card Type, Status, Priority, Department and Category first. For help doing this, see Buz CSM > Help, or to try to do it without following the steps in help, see Buz CSM > Admin. For the sake of this training guide, we will use the settings as inputted in the BuzDEMO site as our guidelines.
On all pages throughout the CSM there is a basic search bar just beneath the browser toolbar:
Go To Card: To find a specific card by its number, enter the number in the space available and click on "Go To Card"
Create New Card: To create a new comment card, click on "Create New Card". You will be brought to the following menu:
General Card Options
Card Type: This drop-down menu allows you to determine what sort of card you wish to file. The options are Comment, Complaint, Job Well Done, Request and Suggestion. Filing a card under the correct heading can facilitate it reaching the person who can actually influence the issue you are addressing.
Status: You have the option, while creating or editing a card (we will discuss editing cards later on) to file the card under a status. The options are New, Open, Resolved, Dead and Pending.
When creating a card, you will most often wish to post it as "New" so as to ensure that it reaches the attention of those who are reading and responding to the comment cards. Open means that it is no longer considered New, but has not yet been addressed; Resolved means that the issue is no longer an issue; Dead means that the comment card is now obsolete, you may have removed that service, the person may no longer be a member or this may happen for any number of other reasons; Pending means that the issue is open and that it is currently being resolved, or looked into further.
Note: Keeping status' up to date will facilitate resolving them quickly, since you will know which ones need attention paid to them still; it helps to avoid redundancies in effort.
Priority: You have the option, when filing or editing a card, to determine how urgent the matter discussed is. The options are Low, Normal, High and Critical. Something that someone notices in passing may be considered Low, but may be remarked on just as a possible "to do" for the future; alternatively someone may have noticed something that may cause serious harm to others or to your reputation as a club and it may need addressing immediately, in this case you would file it as Critical.
Department: This menu allows you to choose which department this card most addresses, and therefore who will most be able to react appropriately for this particular case. Someone getting food poisoning would be addressed to the kitchen, whereas an issue regarding the cleanliness of the gold course would be addressed to those in charge of the grounds. The options are fully editable in the Admin heading.
Category: The Categories allow you to, in some cases, further narrow down who this card addresses. For example: Under the Clubhouse Department, you may wish to focus this card toward those in Maintenance, specifically.
Note: This option is not available for all Department headings.
Card Submitted For: You have the option to "sign" your card for yourself or another person, or to leave it anonymous. The options available are Me, Pick Another User, Not Specific (this option also works if the card comes from a group of people).
Card Owner: You have the option to assign this card to someone who will be responsible for handling it. The options are Me, Pick Another User, Mark Unassigned (for when you are unsure of who, in particular, is responsible for this particular issue. In cases such as this, the information in "General Card Options" becomes more important for having the card reach the person who can take care of the issue).
Card Subject: Add a clear heading to the card to make it easier for people to refer back to it over time, and know what it is addressing.
Card Details: This text box allows you to write down specifics of the comment/complaint/praise and make sure that those addressing it have the most information available to them that is possible.
Once the card info is completely filled out, submit this card by pressing the "Add Comment Card" button.
Search: By clicking on "Search" you will be directed to the following "advanced search" menu:
Keyword Search: Allows you search for all comment cards with a specific keyword or keywords in them.
Note: this searches the body of the card, not the subject.
Subject: Allows you to search for comment cards with a particular word in the subject.
Dates: Allows you to search for all cards created within a certain time frame. Either enter the date manually in the mm/dd/yyyy form, or click on "Select" to open a small calender and choose the date(s).
Status: Allows you to search for all comment cards filed with a certain status. Eg: all pending cards. Click as many boxes as you wish.
Priority: Allows you to search for cards by priority. Select as many options as you wish.
Type: Allows you to search for cards by type. Select as many options as you wish,
Departments: Allows you to search for cards by the Department they were referred to. Choose as many option boxes as you wish.
Owners: Allows you to search for cards by who was made responsible for them, ie the owner of them.
Note: You can search for any combination of the above options.
Once you have completed entering your search parameters, click on the "Perform Search" button on the right of the menu. Your search results will appear just below this menu.
Information on the Search tool can also be found under BUZ CSM > Cards in the Reference Guide.
Note: When opening the menu through the "Search" button it will open on "Card Search" by default, under Cards it opens on "My Cards".