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How can we help you?



Mailboxes

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First Steps

The Standard Workflow of CREAM care

Log in

CREAM is a web application. To be able to log into CREAM, you need an user account with user name and password. Depending on the installation, the user account can be defined in CREAM or you can use your existing network account (LDAP). Your system administrator will provide you the necessary information.

Navigation Bar

The Navigation Bar is at the top of the browser window. The available menu items depend on the permissions that were granted to you by your administrator. Common capabilities are accessible for all users.

The menu item Home provides access to common commands such as “Dashboard”, “Contact Book” and “Employees”.

The menu item “Add” provides fast access to commands to add new entities. For example is “Add-Request” is a fast track of “Support-Requests-Create Request”.

Die Navigation Bar includes a global “Search” that enables you to find information within CREAM quickly. You can search for a phone number of a contact for example.
Please be aware that not all external information that you might see in “widgets” are available for the global search.

Further menu items open “Notifications”, “Reminders” and your “User Account”.

Homepage

After you are logged into CREAM, the Homepage opens. The homepage is called Dashboard in CREAM. Your “Dashboard” displays a couple of widgets that have been configured as global or local “Profile” for you by your Administrator.

To customise your Dashboard you can set up personal “Profiles”.
Click on button “Profiles” and select “Add” below “My Profiles”.

Enter the name of the new profile in field “Profile Name”.
Choose widgets from the “Widget Gallery” on the right side of the screen and place them on an empty area in the “Configurator” on the left. Add or remove rows and columns and specify your preferred layout.
Save your changes by clicking on button “Save”. Click on the button “Back” to dismiss your changes.

Learn how to customise your dashboard in CREAM.

Glossary

Activity

An Activity is an action of type Task, Appointment or Communication. Activities can be combined as a workflow of a Case.

Activity Definition

An Activity Definition is a reusable template for similar Activities that require the very same Widgets and share context information such as skills or classification.

Campaign

A Campaign is a series of cases to contact members of a particular target group.

Status of Campaigns

Draft
The status “Draft” indicates that a campaign is prepared, but cases are neither generated nor assigned so far.

Open
The status “Open” indicates that target group and employees are assigned to a campaign, but the campaign is not yet published.

Publishing in progress
A click on button “Publish” starts the generation of one case per target group member. The campaign remains in status “Publishing in progress” as long as not all cases are generated.

Active
The status “Active” indicates that a campaign has been published, but is not yet finished.

Paused
A click on button “Pause” will stop a campaign temporarily. The status of the campaign is “Paused”. Outbound calls cannot be registered. A click on button “Reactivate”, the status of the campaign will be switched back to “Active”.

Closed
The status “Closed” indicates that a campaign has been finished. After clicking on button ”Close”, all pending cases will be set on status “Cancelled”. As soon as all cases are in a final state, the campaign status will be set to “Closed”.

Closing in progress
The status “Closing in progress” indicates that the clean up of a closed campaign is ongoing. As soon as all cases are in a final state, the campaign status will be set to “Closed”.

Cancelled
A click on button “Cancel” stops a campaign. All pending cases of this campaign, as well as the campaign itself, will be set to status “Cancelled”.

Campaign Category

A Campaign Category classifies campaigns of the same type and simplifies their management.
All campaigns within a Campaign Category share predefined expected Responses of contacted target group members. Any Response can be defined as “Successful”, “Unsuccessful” and “None”.

Campaign Template

A Campaign Template stores the configuration of similar campaigns and allows a faster set up of new campaigns.

Campaign Category, Case Definition, Requester, Reward, Description and Traits are saved within a Campaign Template. In addition Communication Guidelines and Contact Scripts can be stored.

Request

A Request is an inquiry (e.g. from a customer) which triggers activities.
Activities are defined as Steps and Tasks of a workflow within a Case.

Status of Requests

Open
The status “Open” indicates that no Case has been created or assigned to this Request so far.

In Progress
The status “In Progress” indicates that currently a Case is handled to resolve this Request.

Done
The status “Done” indicates that all assigned Cases have been resolved or cancelled.

Cancelled
The status “Cancelled” indicates that this Request was identified as Spam.
The Request is marked with SPAM in addition.

Locked by
The label “Locked by” indicates that currently someone is working on this Request.
Only the employee who locks the Request is able to work with it. All other employees can view the Request.

Case

A Case defines the organisation of Activities to get something such as a customer request done.
A Case may follow a predefined yet adaptable workflow consisting of Steps and Activities.
Traits can be used to expand a Case with particular attributes, such as skills which are required to resolve this Case.

Asterisks (*) mark mandatory Activities within a Case.
To resolve a Case, all mandatory Activities must be resolved if “Finish all mandatory activities” is set to “Resolving precondition”.

Status of Cases

Open
The status “Open” indicates that this Case is not yet handled.

In Progress
The status “In Progress” indicates that currently this Cases is handled. With a click on button “Handle” the status switches from “Open” to “In Progress”. The status of the first Activity is set to “Open” in the same time.

Done
The status “Done” indicates that this Case has been resolved.
A click on button “Resolve” switches the status of the Case from “In Progress” to “Done”.
If “Finish all mandatory activities” is set to “Resolving precondition” a Case can only resolve if all mandatory Activities are finished. Undealt non-mandatory Activities will be set automatically to status “Cancelled”.

Cancelled
The status “Cancelled” that a Case has been finished unplanned.
Cases in status “Open” or “In Progress” can be cancelled anytime by clicking on button “Cancel”.
Unfinished mandatory Activities do not prevent to cancel a Case.

Case Definition

A Case Definition is a reusable template for similar Cases, which require identical or very similar workflows or share the same context, such required skills.
Steps, Activities, Traits, supporting Documents and Weblinks can be predefined for a Case.

Step

A Step is an Activity within a workflow. A Step determines the temporal sequence of Activities such as Tasks.
A single Step consists of one or many Activities. Many Activities within a single Step may executed in parallel.

Task

A Task is an assigned piece of work. Tasks can be part of a Step within a workflow of a Case.
A Task may use Widgets to view or manipulate information.

Asterisks (*) mark mandatory Tasks within a Case.
To resolve a Case, all mandatory Tasks must be resolved if “Finish all mandatory activities” is set to “Resolving precondition”.

Status of Tasks

Initiated
When a Case is created, all Tasks of its workflow will be created and set to status “Initiated”.
It is not possible to work on Tasks in status “Initiated”.

Open
A Task is set to status “Open” as soon as all previous Tasks are in status “Done” or “Cancelled”. As first Tasks of a workflow of a Case a Tasks is set to status “Open” as soon as the handling of the Case starts. It is possible to start working on Tasks in status “Open”.

In Progress
The status “In Progress” indicates that currently this Task is worked on.

Done
The status “Done” indicates that this Tasks has been completed.
A click on button “Resolve” switches the status of the Tasks from “In Progress” to “Done”.

Cancelled
The status “Cancelled” that this Task was not completed as planned.
Tasks in status “Open” or “In Progress” can be cancelled anytime by clicking on button “Cancel”.

Widget

A Widget provides capabilities to view or manipulate information data within Tasks or Dashboards. A Widget may exchange information data directly with external systems.

Trait

A Trait is a customisable attribute which can be used to define a specific context for business entities such as Request, Case or Task. Traits may used to manage visibility of items or to enhance reporting information.

Employees and Teams

Employees

Employees are managed in the Contact Book, just like Customers and Partners.

Navigate to “Start-Employees” to see a list of Employees.

Use the filter criteria above the list to search for Employees.

A click on the “Email Address” opens a page that you can use to compose an email for this employee.
A click on the “Name” opens a detailed view of all information of this Employee.

Depending on your role and permissions you see additional buttons, e.g. to assign particular traits to all filtered employees, at the right above the table.

Add Employee

A click on button “Add Employee” opens a dialogue to specify and configure a new Employee as user of CREAM.

Add Employee

Only the last name of the Employee is mandatory. Add Team, Email, Phone and Address if available and required.

Specify skills of this Employee in area “Traits”.
Assigned Traits are used to manage the visibility of Requests, Cases, Activities. An Employee will only be able to see business entities, such as Requests or Cases, that share his traits.

Please be aware that Traits must be set up at“ Configuration-Dictionaries” before they can be assigned.

Teams

CREAM provides the capability to organise Employees in Teams.

An Employee can be a member of none, one or many Teams.
An Administrator can specify the permissible number of Teams that an Employee may join.

None, one or many Supervisors may manage a Team. An Administrator can specify the permissible number of Supervisors per Team.

Navigate to “Start-Teams” to see a list of Teams.

Use the filter criteria above the list to search for Teams.

A click on the “Name” of a Team opens a detailed view of all information of this Team.
A click on the “Supervisor” of a Team opens a detailed view of the Supervisor.

Depending on your role and permissions you see additional buttons, e.g. to download a list of Teams, at the right above the table.

Add Team

A click on button “Add Team” opens a dialogue to specify and configure a new Team in CREAM.

Specify the “Name” of the Team.
Choose team members and specify the Supervisor(s).

Add Email, Phone, Address and Business Hours of the Team if available and required.

Save your changes by clicking on button “Save”.

Marketing Campaigns

Campaigns in CREAM

Campaigns get treated as a series of cases within CREAM. Every case in a campaign is assigned to a contact or customer. The campaign manager administers, monitors and analyses campaigns. Agents handle cases that are attached to campaigns.

CREAM.zone is your space to work!

Organization of work

Case Management

First Steps

First Steps

The Standard Workflow of CREAM care

Log in

CREAM is a web application. To be able to log into CREAM, you need an user account with user name and password. Depending on the installation, the user account can be defined in CREAM or you can use your existing network account (LDAP). Your system administrator will provide you the necessary information.

Navigation Bar

The Navigation Bar is at the top of the browser window. The available menu items depend on the permissions that were granted to you by your administrator. Common capabilities are accessible for all users.

The menu item Home provides access to common commands such as “Dashboard”, “Contact Book” and “Employees”.

The menu item “Add” provides fast access to commands to add new entities. For example is “Add-Request” is a fast track of “Support-Requests-Create Request”.

Die Navigation Bar includes a global “Search” that enables you to find information within CREAM quickly. You can search for a phone number of a contact for example.
Please be aware that not all external information that you might see in “widgets” are available for the global search.

Further menu items open “Notifications”, “Reminders” and your “User Account”.

Homepage

After you are logged into CREAM, the Homepage opens. The homepage is called Dashboard in CREAM. Your “Dashboard” displays a couple of widgets that have been configured as global or local “Profile” for you by your Administrator.

To customise your Dashboard you can set up personal “Profiles”.
Click on button “Profiles” and select “Add” below “My Profiles”.

Enter the name of the new profile in field “Profile Name”.
Choose widgets from the “Widget Gallery” on the right side of the screen and place them on an empty area in the “Configurator” on the left. Add or remove rows and columns and specify your preferred layout.
Save your changes by clicking on button “Save”. Click on the button “Back” to dismiss your changes.

Learn how to customise your dashboard in CREAM.

Glossary

Glossary

Activity

An Activity is an action of type Task, Appointment or Communication. Activities can be combined as a workflow of a Case.

Activity Definition

An Activity Definition is a reusable template for similar Activities that require the very same Widgets and share context information such as skills or classification.

Campaign

A Campaign is a series of cases to contact members of a particular target group.

Status of Campaigns

Draft
The status “Draft” indicates that a campaign is prepared, but cases are neither generated nor assigned so far.

Open
The status “Open” indicates that target group and employees are assigned to a campaign, but the campaign is not yet published.

Publishing in progress
A click on button “Publish” starts the generation of one case per target group member. The campaign remains in status “Publishing in progress” as long as not all cases are generated.

Active
The status “Active” indicates that a campaign has been published, but is not yet finished.

Paused
A click on button “Pause” will stop a campaign temporarily. The status of the campaign is “Paused”. Outbound calls cannot be registered. A click on button “Reactivate”, the status of the campaign will be switched back to “Active”.

Closed
The status “Closed” indicates that a campaign has been finished. After clicking on button ”Close”, all pending cases will be set on status “Cancelled”. As soon as all cases are in a final state, the campaign status will be set to “Closed”.

Closing in progress
The status “Closing in progress” indicates that the clean up of a closed campaign is ongoing. As soon as all cases are in a final state, the campaign status will be set to “Closed”.

Cancelled
A click on button “Cancel” stops a campaign. All pending cases of this campaign, as well as the campaign itself, will be set to status “Cancelled”.

Campaign Category

A Campaign Category classifies campaigns of the same type and simplifies their management.
All campaigns within a Campaign Category share predefined expected Responses of contacted target group members. Any Response can be defined as “Successful”, “Unsuccessful” and “None”.

Campaign Template

A Campaign Template stores the configuration of similar campaigns and allows a faster set up of new campaigns.

Campaign Category, Case Definition, Requester, Reward, Description and Traits are saved within a Campaign Template. In addition Communication Guidelines and Contact Scripts can be stored.

Request

A Request is an inquiry (e.g. from a customer) which triggers activities.
Activities are defined as Steps and Tasks of a workflow within a Case.

Status of Requests

Open
The status “Open” indicates that no Case has been created or assigned to this Request so far.

In Progress
The status “In Progress” indicates that currently a Case is handled to resolve this Request.

Done
The status “Done” indicates that all assigned Cases have been resolved or cancelled.

Cancelled
The status “Cancelled” indicates that this Request was identified as Spam.
The Request is marked with SPAM in addition.

Locked by
The label “Locked by” indicates that currently someone is working on this Request.
Only the employee who locks the Request is able to work with it. All other employees can view the Request.

Case

A Case defines the organisation of Activities to get something such as a customer request done.
A Case may follow a predefined yet adaptable workflow consisting of Steps and Activities.
Traits can be used to expand a Case with particular attributes, such as skills which are required to resolve this Case.

Asterisks (*) mark mandatory Activities within a Case.
To resolve a Case, all mandatory Activities must be resolved if “Finish all mandatory activities” is set to “Resolving precondition”.

Status of Cases

Open
The status “Open” indicates that this Case is not yet handled.

In Progress
The status “In Progress” indicates that currently this Cases is handled. With a click on button “Handle” the status switches from “Open” to “In Progress”. The status of the first Activity is set to “Open” in the same time.

Done
The status “Done” indicates that this Case has been resolved.
A click on button “Resolve” switches the status of the Case from “In Progress” to “Done”.
If “Finish all mandatory activities” is set to “Resolving precondition” a Case can only resolve if all mandatory Activities are finished. Undealt non-mandatory Activities will be set automatically to status “Cancelled”.

Cancelled
The status “Cancelled” that a Case has been finished unplanned.
Cases in status “Open” or “In Progress” can be cancelled anytime by clicking on button “Cancel”.
Unfinished mandatory Activities do not prevent to cancel a Case.

Case Definition

A Case Definition is a reusable template for similar Cases, which require identical or very similar workflows or share the same context, such required skills.
Steps, Activities, Traits, supporting Documents and Weblinks can be predefined for a Case.

Step

A Step is an Activity within a workflow. A Step determines the temporal sequence of Activities such as Tasks.
A single Step consists of one or many Activities. Many Activities within a single Step may executed in parallel.

Task

A Task is an assigned piece of work. Tasks can be part of a Step within a workflow of a Case.
A Task may use Widgets to view or manipulate information.

Asterisks (*) mark mandatory Tasks within a Case.
To resolve a Case, all mandatory Tasks must be resolved if “Finish all mandatory activities” is set to “Resolving precondition”.

Status of Tasks

Initiated
When a Case is created, all Tasks of its workflow will be created and set to status “Initiated”.
It is not possible to work on Tasks in status “Initiated”.

Open
A Task is set to status “Open” as soon as all previous Tasks are in status “Done” or “Cancelled”. As first Tasks of a workflow of a Case a Tasks is set to status “Open” as soon as the handling of the Case starts. It is possible to start working on Tasks in status “Open”.

In Progress
The status “In Progress” indicates that currently this Task is worked on.

Done
The status “Done” indicates that this Tasks has been completed.
A click on button “Resolve” switches the status of the Tasks from “In Progress” to “Done”.

Cancelled
The status “Cancelled” that this Task was not completed as planned.
Tasks in status “Open” or “In Progress” can be cancelled anytime by clicking on button “Cancel”.

Widget

A Widget provides capabilities to view or manipulate information data within Tasks or Dashboards. A Widget may exchange information data directly with external systems.

Trait

A Trait is a customisable attribute which can be used to define a specific context for business entities such as Request, Case or Task. Traits may used to manage visibility of items or to enhance reporting information.

Employees and Teams

Employees and Teams

Employees

Employees are managed in the Contact Book, just like Customers and Partners.

Navigate to “Start-Employees” to see a list of Employees.

Use the filter criteria above the list to search for Employees.

A click on the “Email Address” opens a page that you can use to compose an email for this employee.
A click on the “Name” opens a detailed view of all information of this Employee.

Depending on your role and permissions you see additional buttons, e.g. to assign particular traits to all filtered employees, at the right above the table.

Add Employee

A click on button “Add Employee” opens a dialogue to specify and configure a new Employee as user of CREAM.

Add Employee

Only the last name of the Employee is mandatory. Add Team, Email, Phone and Address if available and required.

Specify skills of this Employee in area “Traits”.
Assigned Traits are used to manage the visibility of Requests, Cases, Activities. An Employee will only be able to see business entities, such as Requests or Cases, that share his traits.

Please be aware that Traits must be set up at“ Configuration-Dictionaries” before they can be assigned.

Teams

CREAM provides the capability to organise Employees in Teams.

An Employee can be a member of none, one or many Teams.
An Administrator can specify the permissible number of Teams that an Employee may join.

None, one or many Supervisors may manage a Team. An Administrator can specify the permissible number of Supervisors per Team.

Navigate to “Start-Teams” to see a list of Teams.

Use the filter criteria above the list to search for Teams.

A click on the “Name” of a Team opens a detailed view of all information of this Team.
A click on the “Supervisor” of a Team opens a detailed view of the Supervisor.

Depending on your role and permissions you see additional buttons, e.g. to download a list of Teams, at the right above the table.

Add Team

A click on button “Add Team” opens a dialogue to specify and configure a new Team in CREAM.

Specify the “Name” of the Team.
Choose team members and specify the Supervisor(s).

Add Email, Phone, Address and Business Hours of the Team if available and required.

Save your changes by clicking on button “Save”.

Campaigns

Mailboxes

Mailboxes

Set up a mailbox

Marketing Campaigns

Marketing Campaigns

Campaigns in CREAM

Campaigns get treated as a series of cases within CREAM. Every case in a campaign is assigned to a contact or customer. The campaign manager administers, monitors and analyses campaigns. Agents handle cases that are attached to campaigns.

Configuration