Understanding and Using the Client Service App

Overview

Advice firms are made up of people who perform different and vital roles. Whether they manage assets, book appointments, or ensure everything the firm does is compliant, each user has different information needs. One common thread among these roles is the need for fast access to the information they care most about.

Practifi enables a personalized experience through our role-based apps, ensuring users can access the most relevant information quickly and efficiently, so time stays focused on the work that drives the firm forward. Out of the box, Practifi provides users with a suite of apps designed to cater to common roles within a firm. This article outlines the functionality available through the Client Service app. 

• The Client Service App
• The Home Page
  • Tiles
  • Charts

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The Client Service App

Client Service team members are focused on maintaining the details of your firm's Prospects and Clients, as well as the day-to-day work needed to ensure a great experience with your firm. The Client Service app is built with this crucial role in mind, giving Client Service users access to both Client and Prospect information often owned by others (i.e., Advisors or Management) via Servicing Team relationships and providing the tools to track and manage internal processes across multiple teams, so client work keeps moving forward without gaps in visibility. 

Users can be assigned the Client Service app as their default app, meaning they will automatically open it when logging into Practifi, or as an additional app alongside their other assigned apps. A user will need the Practifi - Assigned Apps - Client Service permission set assigned to their profile to access the app.  Once assigned the correct permission set, the app will appear in the App Launcher in the upper-left corner of Practifi. 

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The Home Page

The Home Page surfaces the activities occurring in your firm and presents the information that matters most through a series of tiles and charts. Clicking a chart or tile reveals the related records in a record table. To learn more about the Home Page, please consult our Understanding the Home Page and Using the Home Page articles. 

Tiles

Tiles within the Client Service app focus on tasks and key Client events to support the day-to-day work of the Client Service user, surfacing what needs attention without requiring a search. Records referenced in these tiles are Clients that are either owned by the user or have the user assigned to the Client's service team. The standard tiles available and the information they pull in are as follows:

• My Tasks
  • Open tasks - Tasks assigned to your user profile with a related entity attached and not in the status of Completed or Canceled.
  • Open tasks in my queue - Tasks assigned to a queue that you are in with a related entity attached and not in the status of Completed or Canceled.
  • Due and overdue tasks - Tasks assigned to your user profile with a related entity attached, not in the status of Completed or Canceled, with a due date of today or earlier.
  • Open delegated tasks - Tasks created by your user profile that are currently assigned to another user with a related entity attached and not in the status of Completed or Canceled.
  • Due and overdue delegated tasks - Tasks created by your user profile currently assigned to another user with a related entity attached, not in the status of Completed or Canceled, with a due date of today or earlier.
  • Open personal tasks - Tasks created by your user profile without a related entity attached and not in the status of Completed or Canceled.
• My Alerts & Exceptions
  • Birthdays in the next 30 days - Clients who have a birthday within the next 30 days.
  • Reviews in the next 30 days - Clients who have a service marked for review within the next 30 days.
  • Upcoming meetings - A list of meetings that are occurring today or within the next seven days.
  • Clients not contacted in 90 days - Clients for whom the Days Since Last Contact field returns a value equal to or greater than 90 days.
  • Clients who plan to retire this year - Clients where their Anticipated Retirement Date field has a date entered within the current year.
  • Meetings with missing notes - Meeting records that do not have notes within them.

System Administrators can customize tile visibility within your organization to add or remove Practifi tiles as needed. For information on customizing tile visibility, please consult our Adding and Removing Practifi Tiles article.

Charts

Charts on the Client Service app's Home Page visualize critical client engagement data, making it easier to spot patterns at a glance and decide where attention is most needed. Records used in these charts are Clients that are either owned by the user or have the user assigned to the Client's service team. The charts available within the Client Service app are as follows: 

• Client Work
  • Open Processes by Type - Shows processes not in Completed status and owned by the current user, separated by Process Type.
  • Overdue Tasks by Client Segment -  Displays tasks owned by the current user that have passed their due date and are grouped by Client Segment.
• Engagement
  • Clients by Days Since Last Contact - Displays your currently owned Clients ranked in a horizontal bar chart based on their last contact date.
  • Prospects by Days Since Last Contact - Shows your currently owned Prospects ranked in a horizontal bar chart based on their last contact date.