Index FCRM Manual

*Please click on the page no. for quick navigation

S.No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Topic Frequently Asked Questions Internal FCRM - User ID Creation Internal FCRM - Mapping of Employees to branch ID Retail FCRM - Creation of User ID Retail FCRM - Roles definition Retail FCRM - Process of mapping and de-mapping Retail FCRM - Change in BC mapping Retail FCRM - Change in Primary BC Retail FCRM - Change in BC owner Internal FCRM BPD reading Retail FCRM BPD reading

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Frequently asked questions for FCRM

1. Group ID is not reflecting in login (Internal/Retail) Please get yourself mapped through group owner/CBM. Instructions given in the user manual, shared with the RQM. This should be done pro actively for all the staff and not after an SR has crossed the TAT. 2. ICRM TAB is not available Kindly request for ICRM tab in I-Helpdesk. SR to be raised: Internal Process Management-> I helpdesk-> ICRM tab access This should be done pro actively for all the staff. 3. FCRM ID is inactive Kindly raise a create ID request in LAM. Details in the FCRM manual, available with your RQM. 4. LAM request is approved but still not done Kindly contact FCRM helpdesk for status 5. Primary BC to be changed Please contact the group owner of your current primary BC 6. Branch not reflecting in JUMPQ SR and Deliverables To be dispatched to list The updations for this SR are done in bulk by technology team. The branch will be added soon after updation in universe. 7. Not able to view the branch while raising SR Kindly check the correct location. The location and branch name will be circulated to the RQM. 8. Access for BM and BOM to restricted SR in Retail FCRM Kindly request in LAM selecting the Business Group Name as BD_BOM 8. Mapping of RQM to branches The mapping can be done by BG back up (CBM) Kindly note: 1. The queries addressed here shall not be entertained by CSBB team. 2. Process related queries should be addressed to the RQM 3. The first point of contact for the branches shall be RQM, and if technical in nature should be addressed to FCRM HELPDESK. Contact No: 022 4034 6854 /6855 2

Internal FCRM User ID Creation

1. All the users who wish to use internal FCRM need to request for ICRM tab. The following SR needs to be raised: Internal Process Management-> I helpdesk-> CRM tab Access The SR is generally closed on the same day.

Kindly note that after the access has been provided you will be able to see ICRM tab in your FCRM account.

Internal FCRM Mapping of Employees to branch ID

1. All the users after allotment of ICRM tab need to be mapped to the group by the group owner(BM). 2. The group owner can add members to the group id through the following procedure: Go to ICRM TAB

2. Select Group Maintenance-> Maintenance

3. Select the group Name

4. Select the action as change group mapping

5. Select Add new User

6. Put the NT id of the employee in the screen that pop ups and submit

7. Double click on the user details

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8. Save the information

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Retail FCRM Creation of User ID

1. Users need to request for id creation in LAM. URL: http://lam.icicibankltd.com/ 2. Request-> Request Form

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3. Select application name as FCRM(customer facing)

1. Activity: Create ID 2. Branch Location: Please give the branch Name 3. Branch Sol ID: Please give the Sol id 4. Justification: To raise Customer request 5. Approving Authority: Please select your immediate boss 6. ACD ID - For Call Center IDs Only: Not relevant for branch users, mention NA 7. Business Group Name: Branch_Banking for normal user and BD_BOM for BM/BOM access 8. FCRM group ID: Branch group ID, kindly confirm with your RQM. Please do not put your branch name or sol id

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9. Access Role: Default Domestic Note: After the LAM request is raised it needs to be approved by your reporting authority. Once the approval is received the ID will created by FCRM team in approximately 1 day. Kindly contact FCRM helpdesk for any user ID related issues.

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Retail FCRM - Roles definition

BC (Business Center): New name of group in FCRM version 7. SR gets assigned to the group & any user mapped to the group can action on the assigned SR. BG Back Up: ID which has admin power for more then one BC Various activities have been included in FCRM user maintenance, which is as below: 1. BC owner will be the Branch Managers 2. BG backup will be the CBMs Depending on the role of the user, he can perform following activities: Role and activity matrix Activity Change BC mapping Set primary BC/BG Approve change of Primary BC/BG Change BC owner Activity Situations 1) Whenever there is any employee movement between branches. 2) When there is new joinee in the branch. BC owner role (Branch Manager) Y Y N N Implications 1) If BC mapping is not done, the transferred employees will remain mapped to his / her earlier branch (BC). BG backup role (CBM) Y Y N Y

Change BC mapping

Solution 1) Proper BC demapping has to be done by the previous branch manager. & Proper BC mapping to be 2) New joinee will not be done by the new able to pick cases from Branch Manager. their existing BC. 2) The new joinee has to be properly mapped by the BC owner. After the BC mapping is 15 The moment the BC

Set primary

Whenever the

BC/BG

employee is transferred from one branch to another branch even after changing BC mapping the primary BC remains the same. It is not automatically changed.

changed & If the Primary BC is not updated then: 1) The employee whose primary BC is not mapped to the current branch group ID & any SR is pending beyond TAT in his self tray, then the pending report beyond 9 AM will show the SR pending under his previous branchs group ID. Hence may lead to wrong information. If the BC owner of the branch is not changed in that case the transferred BM will not have the rights for further mapping of his branch employees.

mapping is done the branch manager has to ensure that the primary BC is also set.

Change BC owner

1) Whenever there is a transfer of the BM from one branch to another 2) When a new Branch manager joins a branch.

CBMs can change the BC owner of their respective branches.

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Process of mapping and de-mapping

If the CBM does the following three activities as mentioned in below flow chart for BM then BM will be authorized to carry out similar activity for branch users. Flow chart of all activities required for user mapping in Retail FCRM: CBM - BG BACKUP

BM- BC OWNER

Mapping of BM with the branch group ID

Mapping of BM as BC Owner

Mapping of branch employees with the branch group ID

Primary BC/BG of BM can be changed

In case of transfer, Primary BC/BG of employees to be changed

BG Owner (Corporate Office) to approve primary BC/BG change

This process will cover all the mapping requirements of the BMs & their branch employees for Retail FCRM. Example for activities to be performed by CBM (BG Backup Role)

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Branch Name Mumbai - Vile Parle Mumbai - Worli

BC name BR_MUM_VILEPARLE_0 211 BR_MUM_WORLI_0414

Primary BC BR_MUM_VILEPARLE_021 1 BR_MUM_WORLI_0414

BC owner (BM) Tushar Desai Mayur Doshi

BG Backup (CBM) Abhishek Gupta Rahul Krishnatrey

In the above example, if: 1. Rajesh is transferred from Mumbai Vile Parle branch to Mumbai - Worli branch, a. CBM Abhishek Gupta has to do following things: i. Demap Tushar BR_MUM_VILEPARLE_0211 b. CBM Rahul Krishnatrey has to do following things: i. Map Tushar to BR_MUM_WORLI_0414 ii. Map Tushar as BC owner of BR_MUM_WORLI_0414 iii. Change Primary BC/BG of Tushar from BR_MUM_VILEPARLE_0211 to BR_MUM_WORLI_0414 iv. Demap Mayur from BR_MUM_WORLI_0414 Example for activities to be performed by BM (BC owner Role) Branch Name Mumbai - Vile Parle Mumbai - Worli BC name BR_MUM_VILEPARLE_02 11 BR_MUM_WORLI_0414 Primary BC BR_MUM_VILEPARLE_02 11 BR_MUM_WORLI_0414 User Name A, B, C X, Y, Z BC owner (BM) Tushar Desai Mayur Doshi

In the above example, if: 1 If branch employee X is transferred from Mumbai - Worli branch to Mumbai Vile Parle branch a. BM Mayur Doshi has to do following things: i. Map X to BR_MUM_VILEPARLE_0211 ii. Set Primary BC of X to BR_MUM_VILEPARLE_0211 18

All the Activities can be done in Retail FCRM by logging on to the URL http://mlxfcrmapp04.icicibankltd.com:8282/SSO/ui/ssologin.html Login with your NT id & Password. Click on to CRM Tab in RETAIL FCRM. Home page: -

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Go to CRM > Administration > User Maintenance

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Retail FCRM - Change in BC mapping

Through this activity the BC owner / BG backup / BG owner can map or demap any user to their respective groups. 1. Go to BC owner role or BG back up role depending on the individual rights i.e. to which branch or cluster they are mapped. 2. Select the action and the BC G name, check the BCG name. 3. Click on add new user

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Look up screen: 4 Enter the employee id to be mapped & click submits. Double click on the pink area to select the agent

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5 Click on save button

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Retail FCRM - Change in Primary BC

Step 1: Step 2: Step 3: All the three roles can set primary BC and List of users belonging to that BC/BG is displayed Once the request is raised it is assigned to BG owners tray for approval (If the case is approved the Primary BC/BG of the user changes, if rejected it is displayed in the status as reject)

1) Go to BC owner role or BG back up role or BG owner role depending on the individual rights 2) Select the action as Set Primary BC/ BG and BCG name

3) Click on the user for which Primary BC/BG to be changed

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4) Select the group name and Business center name

5) Click on assign button

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6) Click on save button

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Retail FCRM - Change in BC owner

1) Go to BG backup role

2) Select the action as: - Change BC owner

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3) Select the BCG Name (Group ID) of which the owner is to changed.

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4) Select the user for whom change is required

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5) Click on Select Agent to select new owner

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6) Double click on the pink area to select the agent

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7) Click on check box

8) Click on Assign 9)Click on Save BG Back Up role

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Internal FCRM BPD reading

1. Please use the link: http://10.16.17.197:90/bpdihelpdesk/ 2. BPD Site can be used by anyone to find out the details about employee id mapping or branch id details.

To check the group mapping for an employee

1. Select User Group details

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2. Put the employee id 3. Click on OK

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4. All the group ids to which the employee is mapped will be displayed

5. The owner of this group is mentioned in the bracket

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To check the employees mapped in a group

1. Put the group ID 2. Click on OK

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3. The group members are displayed in the next screen

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Retail FCRM BPD reading

1. Link to be used is: http://10.16.114.190/bpddata/

To check the group mapping for an employee

1. Select User Group details

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2. Put the employee id 3. Click on OK

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4. The group ids are displayed

5. These are the group owners

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To check the employees mapped in a group

1. Put the group ID 2. Click on OK

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3. The members are displayed

4. This is the owner of this group

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