BASIC SHAPES GUIDE

Guide

Contact type and Macros

Contact type

This is the unit we use to categorise support issues reported by our requesters. They serve as a map to define all support experiences our users have.

Macros

The macro is unique; it responds to a request from a consumer or merchant in all the languages offered by Alma. A macro is created from a contact type. The macro has a defined structure to provide key information on its use. Anyone using Zendesk with Alma can understand the context of a macro.

Contact type and Macro

Decompose a macro to understand its structure via a contact tye.

Country::

The language in which we respond to the requester

Ancestor 1::

This enables us to identify the user type contacting us.

Ancestor 2::

This enables us to identify the category of request. It captures the user experience.

Ancestor 3::

This allows us to identify the reason why the requester is contacting us.

Macro name

This is the solution to the requester's request.

Let's take a example with the following macro: FR::Consumer::Payment Management::Asked to add credit card::Change the credit card

Conclusion

You now understand how Macros are constructed, using Contact Types !