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Customer service and accessibility preferences

Use Service Context to record a customer's preferences and requested access arrangements. You need access to the customer profile and permission to edit these details. Record what the customer has shared and confirm any arrangements with the people delivering them.

Save service preferences​

  1. Find and open the customer.
  2. On Overview, select Edit Service Context.
  3. Under Service Preferences, enter any useful Name pronunciation, choose Preferred language, and add Contact timing or Seating preference as needed.
  4. Use Hospitality notes for details such as offering directions to the water station. Use Recognition preferences to record how the customer wants to be greeted or acknowledged.
  5. Select Save Context.

For example, note that the customer prefers an afternoon email or an aisle seat near the entrance. Recording a seating preference does not select seats for a booking.

Record access arrangements​

In Edit Service Context, scroll to Accessibility:

  1. Select Companion seating or Step-free access when the customer needs these arrangements.
  2. Add entries under Mobility accommodations, Hearing accommodations, Vision accommodations, or Sensory accommodations as needed. Type each entry and select Add beside the field or press Enter. Examples include a step-free entrance route, written arrival instructions, large-print information, or explaining where to wait quietly.
  3. Use Staff notes for relevant follow-up details, such as confirming which entrance works best before arrival.
  4. Select Save Context.

Reopen Edit Service Context to check the saved preferences. If someone needs to arrange or confirm them, create a customer follow-up task.

Update or remove a preference​

Open Edit Service Context again. Edit the text, clear a checkbox, or use the Remove control beside an accommodation that is no longer needed, then select Save Context.

To clear the language choice, select No preference under Preferred language, then save.

Select Cancel or the close button to discard an unsaved edit. Reopening the dialog restores the saved preferences.

If a change fails, reopen the profile and check what was saved. Include the customer name and exact message when contacting support.