Wise Staff client: Customer administration

10:41 am - 12:01 pm  Thursday, March 7, 2024 | (UTC-05:00) Eastern Time (US & Canada)


WEBVTT

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Mallory McDevitt 00:30:51.620 --> 00:31:11.860
And we will get started with our class on wise staff client customer Administration. So, welcome again to this course. My name is Mallory mcdovette and I'm a product trainer here at OCLC. And today I will be talking about customer administration, basics, in the wise staff client.

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Mallory McDevitt 00:31:13.420 --> 00:31:21.780
I'm gonna go through what you can expect in this next hour. Again, apologize for the technical difficulties this morning.

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Mallory McDevitt 00:31:28.740 --> 00:31:49.060
Okay so today our learning objectives for this course are going to focus on an overview of accessing customer accounts within customer administration before we dive into creating new customer accounts and editing customer accounts. Finally, we will address some more advanced features within customer administration, including.

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Mallory McDevitt 00:31:49.860 --> 00:31:55.220
Deduplicating accounts, badges, managing loss cards, and deactivating memberships.

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Mallory McDevitt 00:31:56.940 --> 00:32:17.180
Throughout this training I only be using oclc's internal training view of the Wise staff client. Now I have my own customizations that maybe different than what your library has. Throughout this course I may use some terms for different areas of the client that are slightly different from your libraries terms. These terms may also be seen in the learner guide that accompanies.

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Mallory McDevitt 00:32:17.380 --> 00:32:23.460
This class. I will make sure the link for the learner guide is shared in the chat at the end of the class for easy access.

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Mallory McDevitt 00:32:30.220 --> 00:32:43.500
So we're gonna start with a brief overview of the customer account menu options within the Y staff client. Customer accounts are created and managed in a customer menus.

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The customers menu that you can find in the top bar of the wise client allows you to access the customer administration screen and the search customer screen. You can also access the customer administration menu.

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Mallory McDevitt 00:33:13.860 --> 00:33:16.500
From the center of the lives dashboard.

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Mallory McDevitt 00:33:20.940 --> 00:33:25.940
That's. The customer accounts are all created and managed within customer administration.

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Mallory McDevitt 00:33:31.220 --> 00:33:32.860
Finally, the customer menu.

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Mallory McDevitt 00:33:34.820 --> 00:33:52.820
Within customer administration can be accessed from the customer administration screen. This provides options to search for customers or add new customers. Once a customer account is open, customers circulation and financial menus are available from the customer menu.

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Mallory McDevitt 00:34:02.620 --> 00:34:11.940
Now that we have covered the different customer menu options, we are going to create a new customer account. I'm going to jump over to our wise training environment as we go through this process.

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Mallory McDevitt 00:34:26.820 --> 00:34:46.860
So here we are in Oclc's wise training environment. Again, you may notice a few differences between what you see on my screen versus what you see with whys at your library. Before creating a new account, you can always search to see if the customer already has an account in the system. I'm going to select customer administration.

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Mallory McDevitt 00:34:47.740 --> 00:34:51.780
From the WISE dashboard and search for our customer by name.

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If no customer is found, I can go ahead and quit the customer details search and the customer administration will stay open. From here, I can select the customer menu in the top left corner and select add customer.

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Mallory McDevitt 00:35:22.580 --> 00:35:32.140
That's. That's, this will open the customer registration screen. And from here you can follow along and enter the required information for the customer.

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Mallory McDevitt 00:35:36.060 --> 00:35:53.980
The first step in creating a new account is to scan a card barcode, and the customer ID field. I am going to allow Wise to auto generate a customer barcode for me by entering shift V, and then hitting enter. I will then confirmed that I do want.

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To generate a library card number.

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Mallory McDevitt 00:36:01.340 --> 00:36:13.020
N. Most libraries will have their own library card barcodes to scan in this field. And remember that with wise, anytime you see the red bulls eye, it means that it is a scannable field.

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Mallory McDevitt 00:36:19.300 --> 00:36:21.620
From here, I'm going to enter the customer's information.

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Mallory McDevitt 00:36:27.140 --> 00:36:34.060
And anything that is a field that is in red is a required field in registration.

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Mallory McDevitt 00:36:39.260 --> 00:36:45.420
From here, all the basic information will be entered, including their name, date of birth.

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Zip code and street number. there are also options to enter a preferred name for the customer. This can always be added later on with the customer's account.

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Finally, the registration location will default to the current branch that the staff member is signed into. You can use the dropdown and select a different branch if needed.

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Once you have entered all this information, you can then select OK continue in the bottom right side of the screen.

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This screen is where staff can finish entering customer details including contact information like phone numbers and email addresses. There are options to add the customer to receive new new newsletters at this point of registration as well. Newsletter options can always be changed after an account is created.

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So from here I'm going to add the rest of their address.

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Mallory McDevitt 00:38:12.820 --> 00:38:20.620
And make sure I have my city in, and then it is sometimes hard to miss here. I want to select the dropdown and enter the state.

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Mallory McDevitt 00:38:22.940 --> 00:38:28.220
And then the zip code populated from the previous screen. And then phone number.

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And email address.

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Mallory McDevitt 00:38:42.180 --> 00:38:45.460
And then here is that newsletter field I was discussing where you can.

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Customer up to receive newsletters at this point and registration.

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If your library has other requirements for customer registration, you will be prompted to enter those fields before saving the new customer account. Once all the information is entered on the screen, you can then select OK continue in the bottom right of the screen.

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Mallory McDevitt 00:39:10.980 --> 00:39:20.340
And confirm the address, and then the membership pop up screen will open. Select the membership type for this customer, so I'm gonna select adult.

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This will update the expiration month for the card based on the membership type that was selected.

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I'll say ok here, and then finally, select save in the bottom right of the screen.

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Throughout this course, you will also see a number of dummy receipts. since I'm using a training environment of wise, these represent receipts that can be configured to be printed for libraries. The receipt you are seeing on the screen now is a temporary password for a new customer to use to finalize setting up their My Account on your library's OPAC.

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If this number is lost before a customer can finish setting up their My Account library staff are able able to generate a new temporary password.

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After you print or cancel out of the temporary password, the customer's account will open. The final step will be to set a PIN number for the customer. The PIN number can be used for self checkup machines in this is separate from the password for the OPAC. To set a PIN number, select.

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Menu, and then select set PIN from the dropdown menu.

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From here, staff can enter a PIN number for the customer.

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Mallory McDevitt 00:40:46.740 --> 00:40:49.220
Entering a very secure PIN number for this customer.

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Mallory McDevitt 00:40:50.780 --> 00:41:00.060
And then select ok. There is no way to view a customer PIN number. Staff are only able to reset or delete a PIN.

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Mallory McDevitt 00:41:02.380 --> 00:41:08.580
So let's pause here for a moment and I just want to check to see if there are any questions so far about creating a new customer account.

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Mallory McDevitt 00:41:11.380 --> 00:41:11.580
That's.

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Mallory McDevitt 00:41:49.580 --> 00:42:06.180
I don't see any questions coming into the chat. So, we will move on then with searching and managing customer accounts. So now that we have successfully created a new customer account, let's dive into searching for existing customers and editing customer accounts.

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Mallory McDevitt 00:42:11.980 --> 00:42:29.420
In wise, there are a few ways to search for a customer. You can select the customer's menu and select search customer or select customer administration shortcut from the wise dashboard. Either of these options will open the search customer via customer details screen.

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Mallory McDevitt 00:42:36.300 --> 00:42:56.380
An alternate way to search for customers is to open customer administration and utilize the customer menu for search options. To open customer, I'm Administration select the customer's menu, and then select customer administration from the customer's menu. This will open the customer administration screen.

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Mallory McDevitt 00:43:00.780 --> 00:43:12.220
Select the customer menu and you have search customer, which will give you the option to search for a customer via customer details, which is the screen we saw on the previous slide.

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Mallory McDevitt 00:43:15.300 --> 00:43:31.300
Or by item number. An item number here means the customer's library card number. And this is a scannable field as well, so if you select item barcode, you can just scan that customer's library card and it will open their account.

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Mallory McDevitt 00:43:33.460 --> 00:43:33.620
That's.

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Mallory McDevitt 00:43:35.820 --> 00:43:40.900
Finally, the search customer directly and search customer via previous list.

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Search customer directly will open the customer details search screen and skip the item details for Cisco's customer details screen box.

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The search customer via previous lists will allow staff to return to last customer search performed in the customer details screen. As long as customer administration session has not been ended. I'm going to jump back into whys training instance so we can go through editing customer account information.

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Mallory McDevitt 00:44:18.660 --> 00:44:32.700
So just to show again, I'm going to search for the customer that we just created the account for. I'm going to utilize the shortcut for customer administration from our wise dashboard and select and search for.

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Our customer via customer details. I'm gonna enter their name and you can type a name into the barcode field as well as the name field.

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Mallory McDevitt 00:44:46.460 --> 00:44:52.780
Once I enter this I see I have one customer by this name and I'm gonna select ok to open the account.

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Mallory McDevitt 00:44:56.020 --> 00:45:00.540
That's. Let's take a quick look at what information we will see on the customer's account.

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The top of the screen that provides customer details is called the customer block. In the top blue bar, their card number registered branch, card type and membership expiration, can be seen at the top of the screen.

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Mallory McDevitt 00:45:20.900 --> 00:45:27.140
In the left column, you will see their name, address, and exact membership expiration date.

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Mallory McDevitt 00:45:29.100 --> 00:45:35.660
In the middle column, you will see their name, address, and exact membership, expiration date.

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Mallory McDevitt 00:45:39.940 --> 00:45:42.980
Oh I'm sorry, and also.

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Mallory McDevitt 00:45:44.580 --> 00:45:51.140
They're checked out materials, last activity and number of active cards. The expiration date is in that far left column.

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Mallory McDevitt 00:45:54.140 --> 00:46:13.220
In the right column, the customer's finds credits and claimed return count can be viewed. Since we just created this account, there are no finds or fees for this customer. And on the far right of the customer block, you can add a customer image if your library is configured.

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To add customer images. To add an image, you would select this edit image dropdown, and you can either capture.

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An image via webcam or select a file to upload.

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Now that we have viewed the general information for the customer, we can move on to where we can edit and view additional customer information. Customer, customer information is accessible through a series of tabs, and by default, when a customer account is opened, it will open to the address details tab.

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From each tab, you are able to edit areas of customer accounts. The first step in editing information on any tab is to select change at the bottom of the screen.

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Once I select change, the fields are editable.

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Mallory McDevitt 00:47:10.940 --> 00:47:13.700
Now I can begin editing the address details for the customer.

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Mallory McDevitt 00:47:15.460 --> 00:47:19.780
Here I can update the customer's name, add a preferred name.

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Edit any information such as contact information, a phone numbers or email.

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Mallory McDevitt 00:47:34.500 --> 00:47:35.980
As well as the registered branch.

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In the address field, there are four different address types and whys. The main address is the required address field. And this cannot be deleted and only edited. If I need to edit an address, I select the address type and double click. It.

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Mallory McDevitt 00:48:00.740 --> 00:48:07.300
Will then open the edit address field, and here I can edit any information as needed and select save.

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The mailing address in wise is, of course, utilized for a customer to receive mailing.

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Billing address is to receive any billing.

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And finally, the alternative address. With wise, Wise does not connect to any alternative address. So this is more an information only field for the account. Once you add an address or make any changes, make sure you select Save at the bottom bar.

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Of the address details field to change your, save your changes.

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Mallory McDevitt 00:48:57.700 --> 00:49:03.140
Okay, so we're gonna jump over to the far left tab, the customer tab.

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This tab provides key information on the customer account. The information on this screen cannot be changed. From this tab, you can view the registration date of the customer, so when the customer was added to your system.

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The library cards associated with the account.

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Statistical category, which are the codes used for counting groups of customers for data.

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The membership, type, so the library card types customer.

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Their phone number.

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And email address, which cannot be edited from this account, from this page, but they can be edited from the address details tab. And then there's also the last change. So this is the date of the last changes made to this account by staff.

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The next tab we are going to cover is the fee tab. This provides information on the customer's membership. It includes the original registration date of the customer, list the library card status for the customer, which includes historical membership types. The fee tab is also where you can deactivate customer.

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Accounts, which we will cover later in this course.

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The next tab is the account changes tab. This tracks any changes to the customer account information on this tab and is read only.

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Notifications, it can be utilized by library staff to create and track notes and comments for the account.

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The notification public space allows staff to create messages that will pop up when an account is first access to shared information with the customer. The comment private space is for library use only. This can be used to share important information regarding the account with fellow staff.

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If configured, predefined messages can be created and utilized as a quick way to insert a comment or notification in one of the above spaces. In the bottom section of this tab, wise tracks changes to the screen and includes the login information, username, of the.

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The comment notification creator.

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Since they have not been any notifications added yet, we'll just see a blank space for this customer. To enter a public notifications or private comments, first select change at the bottom of the screen. This will allow you to enter new texts or delete previous outdated messages. So.

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In the top notification group for the customer to see I'm going to add PC, staff notification. So the next time this customer utilizes like yourself checkout or something, this would pop up for them to be able to see this note.

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Then in the enter comment I'm going to utilize a predefined message.

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Add incorrect address. And then I have the option to insert a notification or insert in comment. I'm gonna select comment, so this is a note just for library staff to see.

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Once I've entered or edited all of these notifications or comments, I can select save in the bottom bar.

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And now I can see that there is a time stamp for the notification and the comment that were entered.

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The next tab is the properties tab. This provides options to further customize customer account options, including blocks and customer relationships.

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Notification preferences is where a customer account notifications can be modified for each customer. This is also where customers can decide how the library can contact them such as by email, phone, or OPAC inbox.

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The next tab is the cards tab. This shows all cards assigned to the account. This tab is where staff can manually block and unblock cards as well as replace an active library card number, which we will cover more fully later in this course.

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The marketing tab is where a customer's account can be modified for them to receive any newsletters or promotional materials.

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Roles allows for staff to adjust the customer's role based on the library's configuration. A customer may have more than one role assigned to their account. Roles can include if a customer is a full subscriber to the library, meaning they can check out materials or if the customer has a different role such as in library.

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Use only.

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The profiles tab provides customization for customers to opt into different profile types. configured by the library.

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Many of these profiles can be collection related or for a library at home users.

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Finally, the badges tab provides staff the option to assign and unassigned badges to the account. The types of badges badge options are configurable for each library. We'll cover badges more fully later in this course.

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Are there any questions so far about the tabs in customer administration?

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Okay, so the last thing I wanted to show in this customer administration screen is the customer menu. I wanted to briefly touch on the customer menu within customer administration. By selecting the customer menu, staff can access customer circulation information for the selected customer account, including.

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Borrowed items, customer holds, and finds.

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There are also quick links to check out and check in that will hold the current customer account.

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The customer menu will be reviewed in a future why staff client course that covers circulation, which will be coming later this spring early summer.

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From here too, as I mentioned earlier in the course, if a customer needs their OPAC password reset, there is the option to reset that password. I'll select that here and confirm that I want to reset it.

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And yes, I do want a one time password. And here I see another dummy receipt.

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That gives a temporary password that this customer can then use to reset.

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Their password in the wise opac.

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That's.

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Okay, so now that we have covered the basics of customer administration and creating and editing customer accounts, we'll send the last part of this course covering a few advanced features within customer administration.

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I wanted to begin with the duplicate customers and whys, there is an option to search for duplicate customer accounts through the deduplication option.

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When registering a new customer of a possible duplicate account is found, wise will prompt staff to review the accounts to try to stop a duplicate account from being created.

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The Duplication will search for possible duplicate accounts and allow wise to review the accounts and merge any duplicates. For accounts to show in the search, there must be an unexpired account have an exact match for a last name, address, and date of birth.

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So I'm going to search for a customer and open their account.

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That's, I can already see that there are two accounts for this customer, but I'm just going to select one.

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And then.

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I will select change in the bottom bar, and now I see that this deduplicate option is available. So I'm going to select this deduplicate and then I see that it has found that second account that matches.

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This customer. So again, this is matching on last name, address, and date of birth.

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From here I can select details of either account to view that account more fully.

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I can also select which account I want to have as the primary, meaning the account that will stay active.

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For this customer.

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Once I have made my selection, I can choose deduplicate or ignore. since I want to merge these two accounts I will select deduplicate.

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At the bottom of the deduplicate screen, I'm going to select process, and this will now merge the two accounts.

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Once merging is complete, it cannot be reversed.

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Another way in wise to search for a possible duplicate account is from the top customers.

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Menu. So from the customer's menu, I'm going to select the duplicate.

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And right now it's not finding any duplicates because I just merged the two that I had. but this will search for everything and not just for one specific customer.

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Okay, any questions about deduplicating accounts.

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Alright.

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Moving on to another option in customer administration. Is customer relationships.

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Customer relationships are designed to allow a customer to associate their account with a separate account. For example, a parent can link their child's account to be able to pay fines for their child. There are a few different types of relationships available. Some we discussed may not be available in your libraries instance based on each lib.

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Unique configuration.

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Within wise, there is a head of family to child relationship. These are only visible within the wise client and not in the OPAC My account. The head of family customers can pay fines for their child through the client. One head of family can have multiple child accounts associated with their account.

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So essentially one adult account could have multiple child accounts.

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Linked to their account to pay fines.

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The next type of relationship is the child to head of family. This allows the head of family to pay fines and fees for their children. There can only be one head of family linked to each child account. So one child can only have one.

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Adults account listed as head of family associated with their account.

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And the last relationship type is the authorizer authorized relationship.

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This allows a customer to authorize another customer to renew items or make payments on their account. This relationship type can also be set up or removed by customers and their My account in the OPAC if it is configured by your library. When this type of relationship is added.

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A selection must be made for the authorized to be able to renew items or pay finds on behalf of the authorizer. Only one of each type of authorization can be added within the Y staff client per account.

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That's.

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Let's jump back into whys and see how we can add a relationship.

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So we're going to return to our customer that we created earlier today.

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As you can see here, I am receiving that notification that I entered earlier in this course.

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And so once I am on the customer's account, I want to navigate to the properties tab for relationships.

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I'm going to select change in the bottom bar, and then in the relationships box at the bottom of the screen, I can go ahead and add a relation.

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So I'm going to right click in the relationships box and select add relation. From here, I'm given options to search for a customer via customer details, search customer via previous list or search for customers at the same address. I'm going to select search customer.

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And enter this customer's name.

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Once I selected that customer.

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I now have the option to select which relationship type. I'm going to select authorizer to authorized and then in the function box, it is set to renew items or from the dropdown I can select pay signs. I'm going to select renew items and click OK.

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Now I have one relationship added for this customer.

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If I want the customer to also be able to pay fines as well as renew items, I'm going to right click in the box again and select add relation. I'm going to select search customer via previous lists and I should get, and I do.

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The same customer that I searched for previously.

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When I select the customer I'm gonna choose authorizer, authorized again, and from the function, select pay finds, and then click ok.

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Once you add a relationship, you can then right click on the relation and select view relation. This will take you directly to that customer's account. When I navigate to their properties tab, I will now see the previous account that they are linked with.

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So I can right click and click view relation and return.

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To Emma's account.

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From properties and relationships I can also right click and delete a relation if I need to.

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Are there any questions on relationships?

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Not seeing any come through the chat.

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Okay, so we're going to take a quick look at badges and whys.

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Badges can be utilized in a number of ways for libraries. Badges allow libraries to keep track of customer permissions, some specific types of badges or permissions that a library can use includes signing a meeting room contract or who is authorized to use a library's three D printer.

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Customers can have more than one badge on their account, which can be added or unassigned by staff.

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From the badges tab, you will find any badges that have been configured for your library.

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First, you want to select change in the bottom bar to make changes for this account. Then locate the badge to assign to the customer.

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I'm gonna select three D printer and highlight that badge. I'm going to right click on this badge and select assign the badge.

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Select ok from the pop up and now we'll see in the badge assigned column that it is listed as yes.

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If I need to unassign a badge, I can select that line and in this option select unassigned the badge. And it will remove the badge that was assigned.

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Once complete, I'll select save in the bottom bar to save the changes.

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So now that we have covered badges and relationships and deduplication, we're gonna take a look at loss cards, locks, and deactivating accounts, and whys.

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So we're gonna start with looking at lost library cards and how we can replace the library card barcode or manually block a card.

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If configured, customers are able to report a lost card through their My Account in the oakpack. If a customer reports their card lost online, it will immediately block their account. They will need to speak with library staff to have their account unblocked. I'm going to search for another customer.

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And open their account.

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I see right away that there's a pop up that says customer card blocked. card reported as lost. It's gonna say yes that I want to continue and open their account.

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So if a customer has reported their card loss through my account, staff are able to unblock the card by navigating to the properties tab. I'm going to select change at the bottom of the properties tab screen.

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And then find card reported missing by customer. So it was reported, through my account, this will have.

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Automatically changed from no to yes.

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To unblock this, I'm going to select the no option and click save.

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If a library card needs to be replaced, I can then navigate to the cards tab.

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To replace the library card, it must have an active status. I'm gonna select change at the bottom here, and then select the card that this customer has. I'm going to right click on this card and select three placed option. Once again, this is a s.

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Field in wise, but since I don't have a scanner or library cards on hand, I'm gonna select shift fee and hit enter, Hit generate a new library card number for this account.

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So once I do that, I'm gonna say ok.

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And I'm going to.

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Through waiving this fee for a new card that is configurable by your library.

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And now I see that I have.

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One active card and then an additional card that has the status of replace. So this one was the old card number that I then just replaced with this new primary card.

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So this old number is now invalid and why's. Fast can also manually block a card from the screen.

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Once again the status of the card needs to be active, so I'm going to right click on this card and select block.

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And the status has changed to blocked.

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If I need to unblock the card, I can right click on it and now the option to unblock the card.

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Finally, if a customer account needs to be fully deactivated, staff are able to complete this from the feed tab. So before I move to the feed tab, I'm going to save the changes here. I now have the replaced card that is inactive and they're new active card.

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And I'm going to navigate to the feed tab.

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From the feed tab, I'm gonna select change in the bottom screen, and then I have the option in this terminate section.

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To terminate or deactivate the account now. deactivate the card from March first twenty twenty five.

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Or deactivate the card from a specific date. What's the dates listed? You will see that the only option for dates is the first of each month. So the only way to deactivate a card immediately and not on the first of a month is to choose the deactivate now option. You can then select a reason for.

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Deactivation.

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From the list provided.

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Once you have made all the changes required, you can select save, and it will automatically process what you have and since I chose deactivate the account now, this account will now be deactivated.

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And then I will select OK, to confirm that I want the card deactivated.

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So any questions about some of these more advanced customer administration options.

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Mallory McDevitt 01:13:59.300 --> 01:14:03.660
So I'm gonna jump right back. I have a couple questions.

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For you.

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I know we're cutting it close on time here. if you want to go ahead and add your answers, you can send them privately to me in the chat, which even though I'm Mallory, if you could send them to Sarah, that would be great. and then, again, I apologize for the technical difficulties at the beginning of this course.

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So the first question I have is which customer administration tab has the option for a staff to update a customer's message preference? Is it notifications, account changes or notification preferences?

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Great, I see a few answers coming in through the chat.

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Mallory McDevitt 01:15:10.060 --> 01:15:10.420
Okay.

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Great, so the correct answer is C notification preferences.

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Our next question is a customer can have only one of which customer relationship type. Authorizer to authorize, child to head of family or head of family to child.

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Great I'm seeing some answers come through. I know this one's a little, can be a little confusing.

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But everyone is doing great with it. So the answer is B, great job everyone.

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And my last question for you all is, which customer administration tab has the option to deactivate a library card? Is it the fee tab cards tab or properties tab? And again, to fully deactivate a library card.

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You've seeing some answers come through? And it is the fee tab. Great job, everyone.

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So thank you so much for attending today. That's all I have for you on customer administration. I will be putting in a link in the chat here to our survey for this course. Once again, I am Mallory McDavid. Thank you so much for attending.

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And really we would love your feedback for today's session. So if you could.

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Do us a great favor and fill out the survey, we would very much appreciate it. Thank you so much. Have a great rest of your day.