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Customer Interactions Best Practice - Coggle Diagram
Customer Interactions
Best Practice
CMS
Digital content team
manifesto
Deliver frequently
focus on customers
keep it simple
Talk to stakeholders
Be approachable
Be transparent
Be brave
Trust and support each other
Be creative
Existing documentation
Creating accessible web content
Creating content for our websites
CRM
Existing documentation
CRM dynamics system changes and testing
Design standards for internal users??
My Norfolk account support
Data policy for CRM
Data policy action list
Customer and enquiry record data?
General guidance
Microsoft guidance for using relevant search
Highways and Waste Sharepoint
NAS applications
Installing and updating USD
Troubleshooting guide
Forms
Web forms design and best practice
Includes:
GDPR compliance
Accessibility
Addresses
Bank details
Checkboxes
Date input
Error messages
File upload
Hyperlinks and URLS
Numbers
Radios
Select/drop down
Text input, email and telephone
Text area
Includes examples, essential information, best practice and links to government guidance
Web form strategy
CSC
Existing documentation
CSC CRM contact logging full doc
Customer services data
Customer and enquiry record data?
Firmstep
When to log USD and when to log Anon
Government standards
Design principles
Service standards
Accessibility
Categories of documentation
Data
Customer accounts
Enquiry records
Governance/privacy
User guidance / Training
Testing
Quality assurance
Functionality/UAT
Security
System architecture
Change management
Support and maintenance