CX Tech Top-Ups: Platform Updates to Streamline Your Workflows

At Intouch, we’re dedicated to continuously improving our platform to better meet your needs. We're excited to share some recent enhancements to Case Management, Triggers, and the Comments Dashboard, all designed to create more efficient workflows for you and your teams.

Enhanced Control and Flexibility with Case Management

For organizations with the Case Management Add-On, we’ve introduced updates that give you more granular control over user access and streamline your workflows.

What’s New?

• Granular User Permissions: You can now assign specific case management permissions to different user groups. This ensures that team members have the appropriate level of access, enhancing both security and efficiency. The two new permission levels are:
• • Manage Standard Cases: Full control to create, modify, and delete cases.
  • Create Standard Cases: Basic access to create, but without the ability to modify or delete after creation.

Important: Please note that users without one of these permissions will no longer be able to create cases, but they may view and comment on cases.

• Customizable Feature Settings: Tailor the Case Management feature to your specific operational needs with these new settings:

• • Restrict Case Creation: You now have the option to disable the generic 'Create Case' button. This ensures that all cases are directly linked to a specific record, such as a mystery shop, audit, or survey response, maintaining clear and organized data.
  • Customize Case Fields: Choose which fields—like Description or Related Question—are required when a user creates a case, ensuring you capture the most critical information every time.
    
    

Automate Training and More with Triggers and IntouchCheck®

By popular request, we've expanded the power of Triggers. You can now create automated training workflows and stacked checklists. When a user completes a checklist, a second (or third, or fourth!) check can be automatically assigned to the same user. This ensures a seamless workflow, where team members are notified of their next steps and have a ‘ready to start’ check available as soon as the previous task is completed.

What's New?

• Assign Checklist to Original Checker: Previously, we allowed checks to be assigned to a location as a trigger action, but now these checks can be assigned to both the location AND to the ‘Checker’ who completed the Check that activated the trigger.

to see it in action? Check out our quick tutorial.

A Clearer View with Comments Dashboard Enhancements

For our multi-location operators and territory managers, we’ve updated the Comments Dashboard to provide a more streamlined and insightful view of your data. You can now group comments by location in addition to sorting by date.

This enhancement makes it easier to understand what’s happening at each location without needing to constantly filter your views. Now, you can receive a single, comprehensive comment dashboard subscription with all your locations, allowing you to easily read through feedback location by location.

What's New?

• Sort by Location: The comments will be grouped by location (ascending or descending), then be sorted by date for each location.

• PDF record links: We’ve included a link to view the record in PDF’d dashboard exports as well.
  
  

We’re always working on new ways to improve your experience and have more exciting enhancements on the horizon.

Have any questions about these updates? Please feel free to contact our support team at support@intouchinsight.com. We'd love to hear from you!