Managing the Client Dashboard

This article describes different features and navigation points on the Client Dashboard of the FORTH Customer Relationship Manager (CRM) system. This article is divided into the following sections:

• Overview
• How to Access
• Nested Tabs
• Client Information
• Additional Information
• Send External Form Request & Execute Webhook
• FORTH Pay Client Statements
• Assistance

Overview

The Client Dashboard is where most of your work on a contact starts. Each contact record has its own Client Dashboard. It provides an at-a-glance summary of the contact’s current account information and quick access to detailed account information. Many other client elements can be opened from this page's nested tabs (i.e., subtabs), such as History, Calls, Email, Notes, etc.

How to Access

1. Click the Contacts tab.
2. Locate the contact you want to view.
3. Do one of the following:
   • Click the name of the contact; or
   • Click the green right-facing arrow icon to the far right of the contact's name.
4. The Client Dashboard opens (see example below).

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Nested Tabs

To the right of the Client Information area, are a series of nested tabs (i.e., subtabs). The number of nested tabs displayed may vary depending on the contact's File Type. 

More information about these nested tabs are available in our Help Center. Click any of the links below to see those articles:

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Client Information

The Client Information area is the gray section on the left side of the page. It contains basic information about the contact, including name, contact information, address, and other information tied to the file type the contact is saved as (the example below is for a Student Loan contact).

1. Quick Message - Opens a window to send an email instantly. This icon is used often in the system. 2. File Type - Updates the contact's file type. There are specific functions associated with file type, as well as the workflow. 3. Workflow History - Clicking here displays the workflow history of the contact. 4. Update Status - Opens a window to modify the contact’s workflow status.  Workflow status tracks a contact's progress through your processes. 5. Request Release - Requests a hold release for enrolled clients (requires specific role permissions). If active, this button is also visible on the contact's enrollment view page. 6. Customer ID - Unique system identifier assigned to each contact and used for FORTH support references. 7. Company Assignment - The company to which the contact is assigned. Click to see details on the company (to update, go Admin Tab > Companies) 8. Change Secondary Assignment - Reassign companies or users (role permission required). 9. Email- Displays the contact's email address and opens the Quick Message option when clicked.  10. Phone Numbers - Displays phone numbers (Home, Work, Cell); click to log calls or use the small phone icon for click-to-call with an integrated phone service. See our Help Center articles for more information on our integrated phone systems and dialers. 11. Income / Expenses (for Student Loans only) - Displays the contact's Budget Analysis. Click View Budget Analysis to access the budget analysis in detail and make updates.

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Client Snapshot

Below the "Income / Expenses" section is the Client Snapshot section (see example below). This contains information that provides a basic insight into a client's enrollment information, including the following:

date enrolled,  settled debt average percentage debt amount enrollment plan name,  Comp template name,  length of payment schedule,  payment frequency, payment occurrence, performance fees, and other financial information.

Having this information in the program snapshot removes the need to navigate throughout the CRM and provides an easy-to-view section while on a call.

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Additional Information

Located near the bottom of the client information, the Additional Information section is where you find any data saved to Custom Fields, listed in alphabetical order. See the Debt Settlement example in the first image below and a Student Debt contact example in the second image below.

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Send External Form Request and Execute Webhook

Between the Client Snapshot and the Additional Information, are two (2) buttons (if activated).

The Send External Form Request button provides a way to select an external form to send to the contact to be filled out. The information collected on the form is then saved to the contact. Use this to collect data from a contact if you cannot speak to them on the telephone.

The Execute Webhook button allows you to choose a webhook to run. A webhook (HTTP POST) can transfer information out of the CRM into another system. 

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FORTH Pay Client Statements

The FORTH Pay Client Statements section at the bottom of the page's left-side panel, provides a centralized way to manage paper statement preferences and generate on-demand financial reports for contacts enrolled in the FORTH Pay Gateway. 

IMPORTANT: FORTH Pay Agents should go to the PAY tab, and search for and select the appropriate contact to open their contact dashboard.

Manage Paper Statement Preferences (FORTH Pay only)

• Check the Paper Statements checkbox.
  

• Selecting this checkbox flags the consumer’s account to receive a physical statement via mail every month.

  Note: This setting is specific to Forth Pay and does not affect general account statements configured in your Admin settings.

Generate Statement

• Select a Start Month and Year from the dropdown menus.
• Select an End Month and Year.
• Click Generate Statement to confirm the request and open a month-to-month PDF account statement in a new browser tab.

Generate Summary Statement

Click Generate Summary Statement to create a PDF in a new tab detailing the complete transaction and settlement history for the entire duration of the client’s enrollment.

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Assistance

For more information, please contact our support team at support@setforth.com.

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