To create an Interaction Type:

  1. Navigate to VeloCITY 365 -> Settings -> Interaction Types. The Interaction Type list displays.
  2. Click New. The New Interaction Type form displays. Complete the form as required.
  3. Click Save.

TIP: The wizard has automated many of the manual steps, but you will need to wait while it completes the setup. The setup progress can be monitored under the Automation Status column; however, the statuses will appear very briefly. The estimated total time to complete an Interaction Type varies from 3-5 minutes depending upon the usage of the current system and the chosen configuration (Interaction Type settings)

Admin Setup

Description

Display Name

The name of the Interaction Type as it will display on the Portal and the CRM

Plural Name

The plural form of the Interaction Type as it will display on the CRM Lists, Views and Related Names.

Parent Interaction Type

The Interaction Type under which this type will display on the portal. If this is the top most Interaction Type, leave this field blank. If this is a secondary Interaction Type, select the Interaction Type one above.

Business Unit

By defining a Business Unit(s), you can establish a “hierarchical-like” relationship to facilitate reporting for service requests at the Business Unit level.

Add to CRM Solution

Creates the Entity within the selected solution for Parent Interaction Types.

TIP: All Interaction Types must be added to a CRM solution. If adding a child interaction, it is added to the parental entity using the Parent Interaction Type field.

Schema Name

This is a non-editable, locked field that is populated based on the Entity name.

Enable Rollup Activation

This section is not configurable and is locked. It is used to facilitate the rollup of the specified interaction type.

Disable Creation in Agent Console

Defines whether or not the interaction type is allowed for creation in the Agent Console.

Entity Schema Name

This is a non-editable, locked field that is populated based on the Entity name and is updated to the Parent Interaction schema if a Parent Interaction Type is selected.

 

File Upload

Description

Enable File Upload

Defines whether or not the interaction type will allow files and notes to be added to the service request.

Note: Once enabled, this setting cannot be disabled.

File Upload Location
Displays when Enable File Upload is enabled

There are two options for file locations, namely storing the files within the “Notes” section of the cases inside Dynamics, or with the built in SharePoint integration. Documentation on how to configure the SharePoint option is found in the next section of this documentation.

Portal Settings

Description

Show on Portal

Defines if this service request type is visible in the portal.

Cases are Public

Determines if case types appear in citizen search results.

Enable for Intake

Determines if this type of request can be submitted via the portal.

TIP: Must be enabled if sub-types are associated as the value is inherited by the sub-types.

Hide Custom Fields

Determines if the custom fields will be seen on the Portal. If selected, all custom fields will be seen within CRM but not on the Portal.

Portal Tile Icon

Description

Portal Icon Type
Displays when Show on Portal is enabled

Determines if the type of icon used on the portal will be CSS Class Icon or an Image URL icon.

Portal Icon Value
Displays when a value is selected with the Portal Icon Type field.

Determines the icon seen when a value is entered into the Portal Icon Type field. If Image URL is selected, the URL for that image must be entered. If CSS class is selected, the value for the class must be entered.

Portal Settings

Description

Enable Deflection Page
Displays when Show on Portal is enabled

Determines if a deflection page will display.

TIP: A deflection page helps to determine if the Service Request is needed. The submission of the request may be prevented if the citizen is diverted to an alternate path. Refer to the Deflection Options

Deflection Options

Description

Show Subtype Widget
Displays when Enable Deflection Page is enabled

Determines if the child related service requests display on the portal’s initial service request page.

Related service types are identified through tags.

Show Related Interaction Types Widget
Displays when Enable Deflection Page is enabled

Determines if the related service requests display on the portal’s initial service request page. Related service types are identified through tags.

Show Related Alerts Widget
Displays when Enable Deflection Page is enabled

Determines if the related alerts display on the portal’s initial service request page. Related alerts are identified through tags.

Show Related Cases Widget
Displays when Enable Deflection Page is enabled

Determines if the potentially related service requests display on the portal’s initial service request pages. Service requests in a status of “Waiting for Details” or “On Hold” are not displayed.

Show Related KB Articles Widget
Displays when Enable Deflection Page is enabled

Determines if the potentially applicable knowledgebase articles display on the portal’s initial service request page.

Show SLA Widget
Displays when Enable Deflection Page is enabled

Determines if the expected response and resolution times display on the portal’s initial service request page.

TIP: Refer to the Response By and Resolution By fields below. If no values are entered into the fields, the widget will display but will display “Not Set”.

Button Text
Displays when Show on Portal is enabled

Determines the label on the button on the Service Request Deflection page. The default text is Create ‘Interaction Display Name.’

Contact Details

Description

Enable Contact

Determines if the contact information may be requested for the Service Request. If not selected, the Allow Anonymous Portal Submission becomes selected and locked.

Default Customer

Determines the default contact if citizens are permitted to submit anonymous requests.

TIP: Every Interaction Type must have an associated contact. As a result, a default contact must be created to whom all the anonymous submissions are associated. For example, Default Anonymous

Allow Anonymous Portal Submission

Determines if service requests may be submitted anonymously.

TIP: Every request must have an associated contact. As a result, all the anonymous submissions will be associated with the value entered into the Default Customer field.

Require Contact Details on Portal

Displays when Allow Anonymous Portal Submission is enabled

Determines if the citizen must be either authenticated or provide contact details to request this Interaction Type.

Location Details

Description

Enable Location

Determines if location information will be requested for the Service Request. This is selected by default.

Location Required

Determines if location information will be required for the Service Request.

Allow Location Override

Determines if location selected on map can be manually overridden by entering the specific address in the address fields on case form. If unchecked, users must identify the address using the Point, or Intersection functionality when creating a service request.

Enable Duplicate Detection (CRM)

Determines if duplicate service requests entered in the Agent Console will be identified. This is selected by default.

Enable Duplicate Detection (Portal)

Determines if duplicate service requests entered on the Portal will be identified. 

Duplicate Detection Units

Determines if the duplicate detection range will be measured in miles or kilometers.

Duplicate Detection Range

Determines the range of the duplicate detection.

TIP: The values must be entered as decimal with 2 decimal places and the smallest possible value = 0.01. The equivalent of 10 metres if the units are kilometers or 52.8 feet if the units are miles.

Max Results to Show in Portal

Displays when Enable Duplicate Detection (Portal) is enabled

Determines the maximum number of duplicate records to display within the portal.

Service Areas

Description

Service Areas

Lists the properties of the service areas associated with the interaction type. These service areas are created in the ESRI Map settings and their configuration is documented in that section of this User Guide.

Map Settings

Description

CRM Map Settings

Determines the map that will display within CRM for this service request type. The map lookup is populated from ESRI Settings within Connect 365

Portal Map Settings

Determines the map that will display within the portal when the citizen is reporting this service request type. The map lookup is populated from ESRI Settings within Connect 365

Map Overlay / Color Type

Determines the type of map overlay that will be used on the portal map.

Map Overlay / Color Value

Determines the map overlay color that will be used on the portal map.

Routing and SLAs

Description

Owning Team

Determines to which team the service request will be routed.

TIP: For more information on routing, refer to the Routing and SLA section. The teams are created within Dynamics 365 -> Settings -> Security -> Teams

Queue

Determines the Queue to which the request will be added. 

Response By

Determines the expected time for a response to the service request.

Resolution By

Determines the expected time for a resolution to the service request.

Custom Fields

Determines if an interaction-specific field will display on the portal’s Issue Details page when requesting a Service Request.

Permissions

This is a collection of user defined permissions indicating which security roles have read-only or full access. [Only visible after the interaction type has been created]

Related Items & Tags

Determines if an additional tag will be associated with this type of Service Request.

Child Interaction Types

Open the New Interaction Type form and automatically associates the new interaction as a child of the current record.

Rollup Mappings

Displays on the Interaction Type record after it has been created. The Interaction Type wizard creates the mappings automatically.

Changing any of these mappings is NOT RECOMMENDED.