Question

Unique Service Catalogs for Customer Groups

  • 9 February 2024
  • 1 reply
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M
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We hear often about the difficulty for staff in navigating a robust (even if easily searched) Service Catalog between the various customer groups we support. As a healthcare organization servicing both clinical and non-clinical staff, we hear often about the lack of time nurses or providers on the floor have to spend in the catalog.  Given the size and variety of what's on offer I can sympathize.

Has anyone come up with unique service catalogs for specific customer groups using the Query Profiles or unique homepages for each given that functionality in more recent releases? 

How did you accomplish or manage this? Looking for some ideas on how to potentially solve this issue.

1 reply

K
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Hi Mitch, 

We have approx 450 service offerings live at the moment. 

We’ve limited visibility via CUQP with restrictions being done via a combination of Company, Department, Division, Licence Role and most recently via Skills (please note that we have identified that if a user does not appear to have a skill against their contact user, it seems to apply all skills to the user, applying all skill based CUQP’s to the user, in a similar way to that if you’re in no CSG’s then your “in all” CSG’s. So we have a placeholder skill that is applied to all contact users to stop this behaviour).

We also run a select CUQP using manual Contact User selections, though this is only a temporary measure whilst limited testing is undertaken. 

We populate the contact user details daily via graph user imports in the ETM, this includes partner organisations and guest users on our AAD. This allows us to limit offerings to contact users based on the CUQP’s that are applied to their contact user, (e.g. a FTE has access to the majority of our offerings, but when they leave, our graph import updates their details and licence type to a leaver, this removes access to the majority of the offerings, but retains ones related to post employment queries (pensions etc). 

We have created a custom homepage for one of our external partners, as they have very limited requirements within the tool, so we added shortcuts to their offerings and event monitors onto their homepage, but generally we allow our customers to customize their homepage to best suit their liking. 

I hope this helps. 

Kevin

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