> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Setting Up Your Customer Service Team

> How to onboard and equip your customer service team to manage Omneo profiles effectively.

Your customer service team is the human layer of your Omneo implementation. They handle member enquiries, resolve incentive issues, and manually manage profiles when automated processes need an override.

## Tools your CS team will use

| Tool                      | Role                                                                   |
| ------------------------- | ---------------------------------------------------------------------- |
| **CX Manager**            | Primary tool for profile lookup, incentive management, manual issuance |
| **Zendesk / Gorgias app** | Surfaces Omneo data inside support tickets (if integrated)             |
| **Clienteling**           | In-store customer service and profile management                       |

## Access level for CS staff

Most CS staff should have the **Manager** role in Omneo. This gives them:

* Full read access to profiles, transactions, and incentives
* Ability to update profiles and issue/void incentives
* No ability to change system configurations or delete data

Reserve **Admin** access for team leads or technical staff.

## Key tasks CS staff need to handle

### Profile lookup

Search for a customer by name, email, or phone from the Profiles section of CX Manager. Use the search bar at the top for instant typo-tolerant search.

### Merging duplicate profiles

When a customer reports that their history is split across two accounts, use the merge function. Always merge the incorrect/duplicate profile (Loser) into the correct one (Winner). See [Merging Profiles](/business-guides/profiles/merging-profiles).

### Manually issuing rewards or benefits

CS staff can issue rewards or benefits directly from a profile's Incentives tab. Use this for:

* Customer service gestures
* Correcting incentive errors
* Honouring commitments made by staff in-store

### Claiming a transaction

If a customer presents a receipt for a purchase that wasn't captured against their profile, use the "Claim Transaction" function to attribute it. See [Claim Transaction](/business-guides/profiles/claim-transaction).

### Voiding an incentive

If an incentive was issued in error, void it from the profile's Incentives tab. Voiding does not delete the record; it marks it as invalid.

## Training recommendations

* Walk CS staff through a full purchase-to-redemption flow using test profiles
* Ensure they know how to handle the "I never received my points" enquiry (check transaction was attributed, check reaction fired, check comms delivered)
* Train them on when NOT to issue manual incentives (e.g., if the customer's claim cannot be verified)
* Establish an escalation path for unusual cases that require Admin access

<Note>Content needed: specific CX Manager walkthrough screenshots, common CS enquiry resolution flows, and SLA recommendations for incentive-related enquiries.</Note>