Table of Contents

Customer Service Representative Resources

The resources linked below are intended to provide an overview of main topics and actions that customer service representatives would need to be familiar with when using Sonar software.

Required Resources

Knowledge Base Article


Relevant Cast(s)

Account List View: Overview

This article provides an overview of the information and features available from the account list view within Sonar.

Account List View (3:47)

Account Management View: Overview

The account view screen is home to both current and historical information about the account and allows you to perform a variety of actions against an account. This article details all of the information and actions that are available from within this screen and how you can interact with it.

Account Management View (26:14)

Ticketing: Overview

This document provides a general overview of the ticketing system within Sonar as well as ways to interact with tickets and ticket features.

Ticketing Interface (14:38)

Using Parent Tickets

Parent tickets allow you to link multiple tickets together within Sonar's ticketing interface. This document provides an overview of how to set up parent tickets, how you can interact with them, and communications with parent tickets.

Using Parent Tickets (4:49)

Notes & Tasks: Best Practices & Use Cases

Notes and tasks allow you to keep all employees on the same page with account-related information and help to prevent any necessary tasks from being overlooked. This document contains details on each feature as well as the how-tos of setting them both up.

Notes (2:56)

Tasks (5:02)

Scheduled Events: Overview & Use Cases

Scheduled events are actions that you can automate within Sonar to have some sort of change occur automatically at a later date. They are configured individually per account and can be utilized to help make your normal processes more efficient.

Scheduled Events (7:38)

Child Accounts: Best Practices & How Tos

Child accounts allow you to connect one or more accounts within Sonar, in a parent-child style relationship. This affects account transactions, invoices, and also comes with additional considerations with the account billing parameters that should be reviewed prior to using this functionality.

Child Accounts (5:44)

Call Logs: General Best Practices

Call logs allow users to record and collect data while on the phone with a customer. This article provides an overview of how call logs are used, as well as best practices for when using them.

Call Logs (3:33)

Accounts in Vacation Mode

The Vacation Status in Sonar allows you to suspend full billing for a customer, and this article will take you through the process of creating it.

Disconnecting an Account

Deletion of accounts is not supported within Sonar, however you can disconnect an account. This article provides the how-to for disconnecting accounts, as well as the results that this action has.

Disconnecting an Account (3:15)

Manual Transactions

This article will take you through how to use manual transactions in Sonar, and covers applying services, using refunds and reversals, and managing credits.

How to: Adding a Service to an Account

In this article, we review how you can add all of your services to an account, where these services are added, and what the addition looks like.

How To: Using Sonar's Customer Portal

This article will walk you through the various pages and tabs available within the Customer Portal and provide some examples of common actions you can take.

Using Sonar's Customer Portal (5:11)

Knowledge Base Article


Relevant Cast(s)

How to Best Use Global Search

Global search is a helpful tool that will quickly and efficiently find what you are looking for within Sonar. From searching partial terms to specific entity IDs, global search will return all results relevant to what you are searching and also assist you with navigating to those results within the system.

How to Best Use Global Search (4:50)

Sonar's Rich Text Editor

An overview of Sonar's rich text editor is provided in this article, with explanations and examples of each tool available in the editor.

Filtering: Simple vs Advanced

This article provides details on how to use simple and advanced filters within Sonar.

Simple vs Advanced Filtering (6:53)

My Info: Your Personal User Settings

This article provides details on the My Info page within Sonar, where an individual user can access and modify their user-specific settings and information.

My Info: Your Personal User Settings (4:19)

Notification Preferences

This article provides details on notifications in Sonar, including the different types of notifications available and how you can start using them.

Best Practices for Fast Tracking a Support Request

This article provides instructions for contacting support.

Feedback Portal / Suggest a Feature

This article provides an overview of the Feedback Portal and how you can utilize it to submit and upvote feature requests.

Feedback Portal & Suggest a Feature (6:10)

Sonar's Business Intelligence: Overview

This article provides a brief overview of Sonar's Business Intelligence tool, including how to access reports and the related learning resources available.

Navigating the Reports Dashboard (7:25)

Communication Tools: Overview

This article provides an overview of the Communication Tools feature in Sonar, including an in-depth look at the individual functions —along with how to use them— and what permissions are required.

SMS Notifications

This article provides an overview of the SMS notification feature, including the initial setup and permissions needed.

Dynamic Time Zones in Sonar

This article walks you through using dynamic time zones to provide more flexibility while scheduling jobs, viewing technician availability, and pulling up table details.

Controlling Your Landing Page: Personal Preferences

This article provides information for the "Default page on login" feature, contained in your Sonar Instance's User Profile.

Deploying Voice Services in Sonar

This article services to outline the process of deploying voice services in Sonar, including but not limited to creating a voice service, assigning DIDs, and modifying generic parameters.

Billing Voice Services in Sonar

This article details how voice services are billed in your Sonar Instance.

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