Virtual Accounts are used to track specific customers, or individuals, that can be used to filter lists of cases in queue and are available throughout SupportLogic.
Virtual Groups enable you to combine Virtual Accounts with other accounts or other Virtual Accounts to create a roll-up collection that can be used in filtering and are available throughout SupportLogic.
Start by defining your Virtual Account(s). Some scenarios that you might consider for determining your Virtual Account(s) are:
The reasons you might define a Virtual Account are numerous. SupportLogic provides you the ability to quickly create them and roll them up into Virtual Groups for tracking multiple Virtual Accounts with a single filter.
Search and Filter
To define a Virtual Account, it is a good practice to review existing accounts that may already have been created by your system administrator to ensure you are not duplicating efforts. Also, it is easier to duplicate an existing Virtual Account and then modify it for your needs.
Three features will help you find Virtual Accounts quickly:
- collapse / expand all control
Personal versus Global
Both Virtual Accounts and Virtual Groups enable users to review global accounts or groups that have been created. However, only administrators have the ability to create, edit, or delete global accounts or groups.
The instructions in this article assume you are not an administrator. If you are, you will have the additional option to choose global versus personal when creating either a Virtual Account or a Virtual Group.
As shown in the image below, personal accounts and groups are indicated with a (p) inside the icon for each.
Create a Virtual Account
To create a Virtual Account:
- As stated, we recommend checking existing Virtual Account(s) first. You can quickly expand the list with collapse / expand all (a).
- Either duplicate (b) an existing account and add accounts or individuals to it and save it as a new personal group.
- You also can use Create a Virtual Group button (c), provide it a name, add accounts, individuals, Virtual Accounts, etc. and save.
Using the Filter
When creating a Virtual Account, you have the option of adding an individual reporter or customer account. To use the filter, you will need to expand the options, which appears under the search bar (see example below).
Using the Filter options.
Create a Virtual Group
After creating one or more Virtual Accounts, you may wish to consolidate your lists into a Virtual Group. Some reasons you might need Virtual Group:
You wish to combine Virtual Accounts you have identified as "key" accounts and combine that list with existing organizational Virtual Accounts that are identified as "key" accounts. This enables you to use just one filter to get a consolidated list of all "key" accounts when you are assigning cases, managing escalations, etc.
If your organization has accounts broken down by geography and you happen to be responsible for multiple regions, you could combine existing Virtual Accounts into one personal Virtual Group that you use to manage all of your regions with one filter.
To create a Virtual Group:
As with Virtual Accounts, it is a good idea to review what has already been created in your organization. Use the collapse / expand all option (a).
To use an existing Group, use the Duplicate Virtual Group button (b), if you wish to start with an existing group and add accounts or individuals to it and save it as a new personal group.
You also can use Create a Virtual Group button (c), provide it a name, add accounts, individuals, Virtual Accounts, etc. and save the group.
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