The newly created Membership Tracking System was designed with our customers in mind! This program offers staff the ability to track all incoming correspondence from your agents, brokers, etc.! Below are the instructions for setting up, and using this program.
Knowledgebase Setup Instructions
The purpose of the Knowledge Base is to provide staff with easy to access documents that can be copied and sent to agents, per category, when agents call\email with questions. This step should be done prior to creating any Membership Tracking tickets if you wish to have documents available to staff for distribution.
Navigate to the Membership Tracking program as show below. Click on the entry for “Knowledge Base”.
To add a category, click the “add” button. A blank line will be created. The cursor will land in the “Category” field. Type in the name of your category. Next, tab to the “Display Order” field. Type in the display order. Optionally, you can include an image for this category, in the image field. When finished entering the data, click the “Save” button.
To add a category, click the “add” button. A blank line will be created. The cursor will land in the “Category” field. Type in the name of your category. Next, tab to the “Display Order” field. Type in the display order. Optionally, you can include an image for this category, in the image field. When finished entering the data, click the “Save” button.
Next, if you want to define the categories even further, you can add “sub categories”. Navigate to the sub category section below:
Click the “add” button. This will give you a new line. The cursor will land in the “Sub Category Name” field. Type in the name of your sub category. Next, tab to the “Display Order” field and type in your display order. Lastly, click the “Save” button.
If you have documents that would like to attached to these sub categories, (for easy cut and paste to send to members\offices) you can add them in the “sub category documents” section below. Click the “New Document” button. This will create a new line and the cursor will land in the “Document Name” field. Type in the name of your document. Next, find the document or verbiage you want to add to this window. Next, click in the box next to the sub category you just created (blank space). Finally use the copy function to copy the content of the document. Return to this window and choose the paste function. Your document will now have the verbiage you want to utilize for easy copy\paste to your agents, see below:
In addition to the copy/paste function, you may also use the built-in editor to type your information in this box. These controls are on the top of this form, see below:
Last step in this process will be to click the “Save Document” button at the bottom of the “Sub Category Documents” window, see below:
Creating a Member Ticket
Once your Knowledge Base categories and sub categories have been created, you can now start creating member\office tickets! There are several ways of accessing the Member Tracking System. First method is by accessing the Ticket Information Form. This form would be used for creating multiple tickets for multiple members. To navigate to this form, you can either type the name in the “Search Menu” as shown below.
From this screen, you will find the create functions in the ribbon bar. You will see the create, modify and refresh data buttons. We have also included some buttons to create tickets by category (this option automatically fills in the category when the ticket is created). Choose your option to create the ticket.
For this example, the ticket has been created by clicking the button for “Education” and choosing the “General Questions” option. Once you choose the option you want (create ticket or create ticket by category) you’ll be given this screen:
You will zoom (F5) to search for the member/office you are about to create the ticket for. Since we chose to create this ticket using our “Create by Category” section, the category is prefilled. You’ll enter your subject, contact source, adjust the urgency/status if needed, and chose which staff member this ticket will be assigned to.
Next step will be to click the “Add New Note” button. This will park the cursor in the large box below this button, so you can begin to type the note about this ticket:
If the category\sub category for this ticket, had any Knowledgebase articles saved (see previous section about adding Knowledgebase articles) then you would see that information in the Knowledgebase window that you could copy\paste in an email to the agent.
Once you have finished filling out the ticket information, you will click the “Save” or “Save and Close” button on the ribbon bar, see below:
In addition to creating tickets, this form also allows you to sort the tickets based on whatever criteria you choose. You can hover over the column headers and it will show the filter icon. Click this icon and filter based on values in those fields. Once you’ve narrowed down your search, you can export this data to Excel. See below:
This ticket is now viewable in the members record. Navigate to the members record, and click the “Membership Tracking” icon in the ribbon bar. See below:
You can also create tickets from this form! This gives you another method for creating tickets if you are creating a ticket for one agent (instead of multiple agents at the same time). You will see you have the same buttons on the ribbon bar for ticket creation as shown in the Ticket Information Form, see below:
You may also create tickets from the Office Information form as well. Navigate to the office you wish to create the ticket for. Just like the Member Information form, there is a button on the toolbar for Membership Tracking. Click the button and follow the same steps as creating a ticket for an agent! As always, if you need assistance, please call 1-866-730-7115 or email at
