Overview

The Query Manager in Meritto CRM allows you to efficiently track and manage applicant queries. It provides a detailed overview of query tickets, including open, in-progress, and resolved queries, ensuring smooth communication between you and applicants.

You can leverage this system to:

• Monitor query statuses in real-time.

• Assign queries to relevant personnel for resolution.

• Analyze feedback provided by applicants on resolved queries.

Plan & Permissions

• Access to Query Management System: Required as part of the Meritto package.

• Administrator Access: Needed for configuring query manager settings.

• Edit Permissions: You must have edit rights to modify query configurations.

Core Functionalities

Exploring Quality Management System (QMS) of Meritto

1. To access QMS: In the search bar located on the left-hand side of your Meritto portal, enter "Query Manager" and then click on "Manage Applicant Queries." Alternatively, you can search directly for "Manage Applicant Queries" and select it.(

2. Upon entering "Manage Applicant Queries," you will come across an information strip, which provides a detailed overview of the ticket statistics.

Understanding Query Ticket Statuses

• Total Tickets: Total number of queries received within a specified timeframe.

• Open Tickets: Queries that have been raised but not yet addressed.

• In Progress Tickets: Queries that are currently being worked on.

• Closed Tickets: Queries that have been successfully resolved.

• Feedback Note Given: Queries where the applicant has not provided feedback post-resolution.

• Positive Feedback: Queries with a feedback score of 4 or 5 (configurable in settings).

• Negative Feedback: Queries with a feedback score of 1 or 2 (configurable in settings).

• Neutral Feedback: Queries with a feedback score of 3 (visible only if enabled in settings).

Note:

• Neutral feedback will only be displayed if enabled in the settings.

• The feedback category is dynamically configured based on settings; for example, a score of 4 can be marked as positive, neutral, or negative depending on the configuration.
  

Filters in Query Management System

Filters help you refine query searches based on various criteria, improving efficiency in handling applicant concerns.

Available Filters

• Select Form: Filter queries based on the relevant application form.

• Payment Status: View queries related to pending or approved payments.

• Category: Filter queries based on predefined topics such as eligibility, form corrections, etc.

• Assigned To: Track queries assigned to specific counselors or administrators.

• Status: Search for queries based on their progress, such as Open, Closed, or In Progress.

• Created Date: Filter queries based on the date they were raised.

• Updated Date: Identify queries based on the most recent update from you.

• Last Replied By: View who last responded to a query.

• Select Feedback: Filter queries based on applicant feedback after resolution.

Benefits of Query Manager Filters

• Efficient Query Handling: Enables quick resolution by categorizing and assigning queries.

• Improved Applicant Experience: Reduces response time, ensuring a seamless support process.

• Data-Driven Insights: Helps you analyze common query types and improve applicant support services.

Conclusion

The Query Manager in Meritto CRM is a powerful tool for you to streamline query resolution and improve applicant support. By utilizing advanced filters and real-time tracking, you can enhance efficiency and provide a superior applicant experience.