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My Account & Support / Customer Service. Need Assistance? OG&E is strongly committed to customer service. Learn about the different services we provide for our customers. Our customers matter. OG&E is proud to offer outstanding customer service and support. Learn more about some of the services that we offer. We're here to support you. Our articles generally provide an instant resolution, so we offer them first. If you still need help after.
Cons: Don't let their sales staff fool you on their upgraded packages. This is a very basic easy to use email service, that's it. Their upgraded packages which claim to add advanced features and automation don't hold a candle to a true email automation SAAS product such as Infusionsoft etc.
Their sales account reps make big claims on the capability of the features but when actually using them, the workarounds that you will need to do are tedious. We have been using Emma for many years because of the attractive email layouts and ease of use. When we saw the promises the upgraded tools promised we were very excited. Unfortunately after really diving in, we found that the tools were not capable of effectively executing the processes and automation sequences that we needed. We signed a one year contract on the upgrade and as LONG time customers were reminded of that when asking to be dropped back to our old package. Because of this, we will be cancelling our entire account when the upgraded package expires. It's unfortunate, as we would have continued to be customers for many years to come.
It's definitely not worth the price, and I would not recommend doing business with Emma. Cons: The copy/paste from Word or from other sources occasionally will cause serious formatting issues that can't be resolved without looking into the source.
The Word clipboard feature doesn't always work.The building out of the design of a template - specifically the dragging and dropping - can be frustrating because blocks can't always be relocated where you'd like them to be.At times, the format of font - ital, bold, underline - can get 'stuck,' meaning you have to go into the source to re-format.
Learn the basics of the Customer Service Hub. 31 minutes to read.In this articleThe Customer Service Hub's intuitive interface brings together vital information in one place, so you can focus on the things that matter. Customer Service Hub application requirementsHere's a list of browsers and mobile versions that are supported by the Customer Service Hub:.Browsers. Google Chrome. Microsoft Edge (supported on Windows 10). Apple Safari 11.
Internet Explorer 11.Mobile. iOS 10 - Tablet & Phone. Android - Tablet + Phone (Android 6 and 7).
Windows 10Open the Customer Service HubThe Customer Service Hub app is available to use on a desktop browser and on a mobile device for managing knowledge articles and case management. You can open the Customer Service Hub in the following ways. NoteThe navigation bar for the Customer Service Hub is different from the navigation bar in the Common Data Service platform.Any record types that are enabled for mobile are also available for use in the Customer Service Hub. However, these records are read-only. Understand the sitemap navigation. Select the sitemap icon. Select Service, and then select an entity record type.When you select a record type from the menu, such as Accounts, Contacts, or Cases, you'll see a list of corresponding customer records (also known as Entity grid).To view recently opened records, select the down-arrow next to the record type in the sitemap.Here is what each entity record type is used for:.
Dashboards collect all your most important data in one place. TipOn a mobile device, from the nav bar, tap and then tap Quick Create Menu.Email a linkYou can email links to records so your colleagues can quickly find these records by selecting the links. To email links to records, select one or more records in the list, and then on the command bar, select Email a link. The default email client opens with the links to these records. The recipients will see all content in the records for which they have permission. Know your formsForms are designed to help you quickly handle important customer service tasks and complete actions from a single place.Understand the different components of a form below: Business processesIn the Customer Service Hub, forms for cases and knowledge articles include a process bar (also called a business process flow), which appears when you save the record for the first time.When you select a process stage on the process bar, you'll see the steps to take to complete that stage.
A flag on a stage indicates the stage you're currently on. When you select an active stage, you can see the Next Stage button move to the next stage in the process.The stages in the business process flow are displayed in floating mode, or docked mode. Stages can be aligned in a vertical layout, instead of horizontal, which makes it easier to see what steps are required to move forward. You can also choose to include an optional step in the business process flow and define criteria to trigger it.If there is more than one process to follow, you can switch between them by selecting Process Switch Process on the command bar, and then selecting the process you want to use.
Or you can choose to abandon the process if it no longer applies.When a business process flow based on multiple entities is applied to a case or a knowledge article, the following limitations apply:.The business process flow based on multiple entities isn't displayed on the form.The Switch Process option only shows business process flows that are based on a single entity.If there are only multi-entity business process flows for an entity, the Switch Process option isn't available.TabsA tab is a group of sections on a page. Each case form is composed of one or more tabs. By default, the Summary tab shows information about the customer, interactions with the customer, and other related records. You can select different tabs to enter or see other miscellaneous details of a record.For example, here's a view of how the tabs appear on the case form:This table lists the default tabs for each record type and the information that they show for a particular record. Record typeDefault tabsCaseSummary. Includes the customer card, Timeline, and the Related section.Details.
Tracks Case details, additional details, and social response details of the case.Case Relationships. Shows a Merged Cases and Child Cases list. You can add a new child case to the current case from the Child Cases list. It also shows a list of knowledge articles associated with the case.SLA. Shows the related SLA KPI Instance records that are created for each SLA KPI that is tracked for the case.Related.
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Shows related entities like Knowledge Base records and Connections.AccountSummary. Includes the customer card, Timeline, and the Related section.Details. Tracks additional details like company profile, marketing details, contact preferences, and billing and shipping.Related. Shows related common entities.ContactSummary. Includes the customer card, Timeline, and the Related section.Details.
Tracks additional details like personal information, marketing details, contact preferences, and billing and shipping.Related. Shows related common entities.ActivitiesActivity forms shows a tab called Task for the respective activity and a Related tab for common entities.Knowledge ArticlesContent. Lets you write and edit the content for the article.Summary. Tracks basic settings, Timeline, publishing settings, and related information.Analytics. Shows the number of views, feedback, and a list of cases using the article.Related. Shows related common entities.Social ProfilesSocial Profile.
Captures general information, and social profile details along with related social profiles.Related. Shows related common entities.Contact cardSee a complete view of your customer's touch points in the Contact card. This card is available in the General Information section of the Summary tab.You can add a picture to the account or contact record in the Common Data Service platform, and it will appear on this card.
You can make calls to customers from the Contact card using Skype for Business – IP telephony.For account records, the card shows contact details for the primary contact associated with the account. For contact records, the card appears if the contact is the customer value on the case form. NoteThis is an early access feature.
You can opt in early to enable these features in your environment, which will allow you to test these features and then adopt them across your environments.For information about how to enable these features, see.See a combined view of your customer's interactions across various channels, such as phone, email, or even social activities in the Timeline. The Timeline enables you to create notes and posts, and also, to view any related notes or system posts. NoteThe activities, note, and post are standard entities. If your administrator or system customizer has configured other entities, then those will appear.You can create, edit, and delete an activity, note, post, and other interactions from the timeline itself. Additionally, you can filter and sort the interactions.
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In the timeline area, you can see three actions: Add info and activities, Open filter pane, and More commands. Use these options to add, filter, and sort the interactions on the timeline.Add activities, posts, and notes: Select the + icon in the timeline area to quickly open an form or quick create form to create and save. The item you created appears in the timeline. The standard activities that you can currently create with + button in the timeline are as follows:. Appointment. Task.
Phone Call. EmailIf your administrator has the enabled enhanced email experience, then you can compose the email in the enhanced email pop-up window.
To learn more, see.Based on your administrator configuration, other entities may appear.Filter the activities, post, and note: With the help of text and visual filters, you can filter by activities, notes, posts, and other custom entities in the timeline. You can also view the items from the previous day or week, and you can filter the interactions using the filter icon in the timeline area. To learn more, see.More commands: The timeline provides the options to refresh so you see the updated list of activities, notes, and posts and sort the timeline interactions. Select the ellipsis (.) in the timeline to refresh and sort the timeline by choosing one of the two: Sort newer to older and Sort older to newer.Take a noteYou can select the Enter a note box in the timeline and specify a title and message.
The message box has a rich text editor that enables you to create rich and well-formatted content for the notes with emphasis.The editor offers the following functionality: IconNameShortcut keyDescriptionFormat PainterCtrl+Shift+C, Ctrl+Shift+VApply the look of a particular section to another section.FontCtrl+Shift+FSelect your desired font. The default font is Segoe UI.Font sizeCtrl+Shift+PChange the size of your text. The default size is 12.BoldCtrl+BMake your text bold.ItalicCtrl+IItalicize your text.UnderlineCtrl+UUnderline your text.Text Highlight ColorMake your text stand out by highlighting it in a bright color.Font ColorChange the color of your text.BulletsCreate a bulleted list.NumberingCreate a numbered list.Decrease IndentMove your paragraph closer to the margin.Increase IndentMove your paragraph farther away from the margin.Block QuoteApply a block-level quotation format in your content.Align LeftCtrl+LAlign your content with the left margin. (Commonly used for body text to make it easier to read.)Align CenterCtrl+ECenter your content on the page. (Commonly used for a formal appearance.)Align RightCtrl+RCenter your content on the page.
(Commonly used for a formal appearance.)LinkCreate a link in your document for quick access to web pages and files.Pasted or typed URL text is converted into a link. For example, 'will become '.In the Link dialog box, choose the type of link you'd like to insert.The Link Info tab allows you to choose the link type as well as set the link protocol and URL.The Target tab is only available for the URL link type. It specifies the location where the link will open after you select it.UnlinkDelete a link in your email or document.When you place the cursor on a link, the Unlink button on the toolbar becomes active.
Select the button to remove the link and make it plain text.SuperscriptType very small letters just above the line of text.SubscriptType very smaill letters just below the line of text.StrikethroughCross out text by drawing a line through it.Left to RightChange the text to left-to-right for content such as an paragraph, header, table, or list. Commonly used for bi-directional language content.Right to LeftChange the text to right-to-left for content such as a paragraph, header, table, or list. Note. The notes rich-text editor is available only for Unified Interface and not for web client. If you create a note with the rich-text editor formatting in Unified Interface, and when you see the note in Web Client, the note is displayed to you with HTML syntax.Identify the activities, notes, and posts with icons along with time stampThe timeline shows a simple icon before the activity, post, note, and custom entity making it easy for you to identify the type.Also, you can view the timestamp at all times. NoteYou can configure rules that help you view similar cases based on automatic suggestions. For more information, see.Similarly,.
For Accounts records, you can view Contacts, Recent Opportunities, Recent Cases, and Entitlements in the Related section. For Contacts records, the Related section displays Recent Opportunities, Recent Cases, and Entitlements. For Knowledge articles records, select an article and go to the Summary tab to view the Related Information panel. Here you can view Related versions, Related translations, Related categories, Related articles, and Related products for an article.
NoteYour system administrator or customizer can choose if Related section should be included in a form. They can also decide on what related data should be displayed in the section for each form. Reference Panel reflowThe Customer Service Hub is available to use on a desktop browser, and on a mobile device. Depending on the zoom level and the resolution of the system on which you are accessing the hub interface, the Reference panel adjusts the tabs and records for an optimum experience.For example, on a browser, if you zoom in to about 100% or more, the tabs get docked on the top of the panel.Similarly, if you zoom out to about 60-70%, the records appear in grid form.Understand ActivitiesActivities are the tasks that you or your team perform while interacting with customers. An activity is any action which can be entered on a calendar and has time dimensions (start time, stop time, due date, and duration) that help determine when the action occurred or is planned to occur.For example, you can make a record to track a phone call with a customer, or list an appointment scheduled with a customer to discuss a certain issue. You can create activities for yourself, or assign them to other service reps.In Dynamics 365 Customer Service, the following activities are supported:.
Email. Task.
Appointment. Phone Call. Social Activity. NoteYou can create and edit emails in the Customer Service Hub app on a desktop browser. However, on a mobile device email is read-only in the Hub app. Open Activities viewIn the Customer Service Hub sitemap, select Service Activities.
The My Activities view is displayed.Select in the nav bar to go to Activities to quickly add a new activity.Select the My Activities drop-down to switch between activity views.Select the Due drop-down to see the list of activities that are due in coming time or are already overdue.Explore the command bar options to create a new activity like new Task, Email, Appointment, or Phone call.For example: To create a new email, select Email from the command bar. The New Email activity form is displayed.Select. In the command bar and go to Open Dashboards to directly open activity dashboard.To view the status of an activity, click the activity record and see bottom-left in the activity form.View and create emailDynamics 365 Customer Service lets agents interact with customers through email. Email functionality allows agents to:.View and respond to emails.Utilize common email toolbar functionality and rich text editor controls.View and insert images inline using drag-and-drop or copy-and-paste functionality.Create email in a pop-up window.Preview templates before applying them.View your emailTo view your email:.In the Customer Service Hub sitemap, go to Service Activities.Select the All Activities drop-down, and then select My Received Emails. When you're done, select Send.Create and send email using the enhanced email experienceAn alternate way of creating email is to use the enhanced email experience, which allows you to compose email without leaving the record you are working on. With the enhanced email experience, you can:. Navigate to different pages without losing the email content.
Minimize the email window to get back to the records you were working on. Expand the email editor pop-up window to see more email options. Simultaneously open three compose email pop-up windows. Search for and apply a predefined template to an email you're composing.
Insert attachments to email. The From and To fields are automatically populated based on the user and the account and contact of the original record.Write your email from scratch or select Insert Template to search for and apply a template. For more information on inserting an email template, see.Select Attach file if you want to add attachments.Select Insert signature to search for and add your signature.When you're done, select Send.Insert an email templateYou can use an email template—a preformatted email message—to quickly create and send email messages. You can insert the template while composing an email by selecting Insert Template on the command bar. The list of available templates is displayed in the Email templates window.
In the Recently used section, the four most recently used templates by you are displayed. The All templates section displays a list of all out-of-the-box email templates (global and entity specific), in alphabetical order. Global templates are shown as the type User.
If you've created a custom email template, it will also be available here. For information about creating a custom email template, see.You can see templates of a particular language by selecting a language from the Language list. You can either search for a template or browse through the list and select it. When you select an email template, a preview is displayed on the right side of the window. The preview shows you the content so you can pick the template that best meets your needs. After inserting an email template, you can modify the content as needed, and then send the email. Note.
You can access your browser's context menu by pressing Ctrl + right-click. This is useful if you need to use your browser's built-in spell checker.
Otherwise, you can use the right-click to provide contextual formatting for any element you might be using.IconNameShortcut keyDescriptionFormat PainterCtrl+Shift+C, Ctrl+Shift+VApply the look of a particular section to another section.FontCtrl+Shift+FSelect your desired font. The default font is Segoe UI.Font sizeCtrl+Shift+PChange the size of your text. The default size is 12.BoldCtrl+BMake your text bold.ItalicCtrl+IItalicize your text.UnderlineCtrl+UUnderline your text.Text Highlight ColorMake your text stand out by highlighting it in a bright color.Font ColorChange the color of your text.BulletsCreate a bulleted list.NumberingCreate a numbered list.Decrease IndentMove your paragraph closer to the margin.Increase IndentMove your paragraph farther away from the margin.Block QuoteApply a block-level quotation format in your content.Align LeftCtrl+LAlign your content with the left margin. (Commonly used for body text to make it easier to read.)Align CenterCtrl+ECenter your content on the page. (Commonly used for a formal appearance.)Align RightCtrl+RCenter your content on the page. (Commonly used for a formal appearance.)LinkCreate a link in your document for quick access to web pages and files.Pasted or typed URL text is converted into a link.
For example, 'will become '.In the Link dialog box, choose the type of link you'd like to insert.The Link Info tab allows you to choose the link type as well as set the link protocol and URL.The Target tab is only available for the URL link type. It specifies the location where the link will open after you select it.UnlinkDelete a link in your email or document.When you place the cursor on a link, the Unlink button on the toolbar becomes active. Select the button to remove the link and make it plain text.SuperscriptType very small letters just above the line of text.SubscriptType very smaill letters just below the line of text.StrikethroughCross out text by drawing a line through it.ImageInsert an image.You can insert an image by directly copying and pasting it inline in the editor, dragging and dropping it from your desktop or local folder directly into the editor, or by typing a URL. The following formats are supported:.PNG,.JPG., or.GIF.To insert an image inline in your article:. Drag and drop the image or or copy and paste it directly into the article.
Drag any corner of the image to resize it.To insert an image using a URL or navigating to the local image:. Choose Insert Image. In the Image property dialog, choose from the following options:. Specify the web address of the image, and also specify properties to define how the image will appear in the email or article.
Note: If the image is located on the external server, use the full absolute path. If the image is located on a local server, you can use a relative path.
If you want the image to be a selectable link, add a URL for the image. You can also specify if you want the targeted page to open in a new window, topmost window, same window, or parent window. Select Browse to navigate to the image on your computer.Left to RightChange the text to left-to-right for content such as an paragraph, header, table, or list. Commonly used for bi-directional language content.Right to LeftChange the text to right-to-left for content such as a paragraph, header, table, or list.
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