Release Notes: Version 20.1.1  | January 16, 2020

You want a better experience using Client View, so you can easily see what clients are seeing to better serve them. You also want to be able to manually add non-linked accounts to your clients’ dashboards, and bring in outside accounts without having to contact the service team. So we’re updating our software to make those improvements.

These changes – find details below – in effect Thursday, January 16, 2020. 

Carson CX

What’s Changing: Who Can Use Client View

  • Until now, only certain Salesforce users could use Client View in the Client Experience. We made changes to our authorization process to expand that function and improve access.
  • With this update, users can now use Client View for the same clients in CX as they can see in Salesforce.

How It Works

  • To access a client’s view, navigate to the client in the Advisor Dashboard and select “Impersonate Client.”

Impersonate Client

  • If you’re not logged in to Salesforce, you will see the login screen for Salesforce.

login screen

  • Click “Sign In with Salesforce” and follow your normal login process. (If you are already logged in, you might not see these steps.)
  • Click “Allow” to give our site access to Salesforce to determine what households you’re authorized to see.

salesforce

  • From there, you should see the client’s view in CX.

welcome screen

  • Any household visible to you in Salesforce should be visible through Client View in Salesforce.

Troubleshooting Tips

  • To use Client View, users must navigate from the Advisor Dashboard. If they do not, they will see an error page that navigates them back to the Advisor Dashboard.
  • If a user’s Salesforce login has expired, they will be required to log in to Salesforce.
  • Authorized households are updated on each login, but changes to a user’s authorized households in Salesforce can take as long as five minutes to take effect.
  • It’s possible users will need their data “groomed” if the client has never logged in to the CX, which could cause a short delay in the data loading – approximately 10 seconds.
  •  For help, contact CEOsupport@carsongroup.com.

What’s Changing: Advisor-Level Users Can Add Manual Accounts

  • Clients could already manually add non-linked accounts. Now, advisors can perform that task for their clients, too.  

How it works

  • In “Client View,” in the “Account Summary” panel, select “Add Accounts.”

client view

  • Select “Add Manually” to add a non-linked account for the client.

adding accounts

What’s Changing: New Quovo Institutions

  • We have modified the types of institutions that we automatically authenticate through our Quovo integration. Clients will see more institutions – TD Ameritrade, Schwab, etc. – that they can use to bring in outside accounts without having to contact the service team.

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