Caller Details
Permissions
To Edit the Caller Details for a Contact in CS Contact, CareSuite users require a CS Contact role that has the "Manage Contact" permission
Caller Details Sections
There are 4 main sections in the Caller Details section:
Profile Details
Contact Information
Current Call
Call History
1. Profile Details
The Profile Details section displays the global information stored in the Demographic Survey, including (First and Last) Name (Anonymous if no information), Date of Birth, Phone, Email, Zip Code / Postal Code, Language, and Address
Navigation
Click "Edit" to edit this information
Hover the mouse over the "Last Updated {date}" to view the Created At datetime and Last Updated datetime
Click "Show More Information" to view the full Profile Information
Click the selected Language or "Not Set" to modify the Language field without opening the full Survey
See Demographic Survey Upload for more details on configuring the Demographic Survey for your organization (Requires Organization Admin permissions)
See Survey Navigation for more details on completing surveys within CareSuite
2. Contact Information
The Contact Information section displays information collected from the interaction, including Service Provision, Inquirer Served, Primary Need, Secondary Needs, and Tags
Navigation
Click the selected Service Provision or "Not Set" to modify the Service Provision
Click the selected Inquirer Served or "Not Set" to modify the Inquirer Served
Click "Primary Need" or "Change" to modify the Primary Need
CS Contact, AKA "CareSuite", may automatically set this field based upon the Service Need of the first Resource referred on the Contact
Only 1 Primary Need can be set per Contact
Click "Secondary Needs" or "+" to modify the Secondary Needs
CS Contact, AKA "CareSuite", may automatically set this field based upon the Service Need of all Resource(s) referred on the Contact, except the first
Multiple Secondary Needs can be set per Contact
Click "Tags", suggested Tags, or "+" to modify the Tags
Multiple Tags can be set per Contact
See Manage Service Provisions for more details on configuring the Service Provisions for your organization (Requires Admin permissions)
See Manage Inquirer Served Options for more details on configuring the Inquirer Served Options for your organization (Requires Admin permissions)
See Manage Primary and Secondary Needsfor more details on configuring the Primary and Secondary Needs for your organization (Required Admin permissions)
See Manage Tags for more details on configuring the Tags for your organization (Requires Admin permissions)
3. Current Call
The Current Call section displays the list of actions (the "transaction events") that have been taken on the current Contact and their corresponding datetime.
Tracked actions include: Contact opened, Contact closed, Contact reopened, Filled project intake survey, Service needs updated, Contact Source updated, Medium updated, Service Provision changed, Inquirer Served changed, Referral made, Referral Sent, Service Gap Created
Navigation
View the list of actions taken on the current Contact
Click "Filled project intake survey" to be taken to the "Intake" tab of the Project on the Programs page
Click "Referral made" to view details about the Resource referred
Click "Referral sent by {method}" to view details about the Resources/Referrals Sent
Click "Service needs updated" to view a change log of the Service Needs field
4. Caller History
The Caller History section displays the list of previous Contacts and their date that have been recorded for the selected Profile. The "Note" icon will appear to the left of the date if that Contact has Notes
Navigation
Click the Primary Need of the Contact to view more information
Click "Open contact details in new tab" (if available based on permissions), to view the full Contact
See the "Contact History" for that Contact on the (Transaction) "Events" tab
See the "Notes" for that Contact on the "Notes" tab
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