Important terminology:
1. Cases: It allows companies to resolve issues faced by their customers.
- Create a case
- Assign a service agent
- Resolve the case - communicate to customer abt resolution
- Reopen if required
2. Service calendar: It's a place where all the service activities scheduled can be seen.
- Resource wise service scheduling
- Shows activities with statuses
- Synchronized with outlook
3. Queues: Used to organize, prioritize and monitor the progress of work
- Public Q - viewed by everyone - Private Q - specific issue
- May be used for different levels of cases - high, low
- Queue items are created
- User can focus on completing tasks assigned to him/her
4. Articles: An article can be used as a knowledge base for service agent
- Pdt guide
- Datasheets
- Frequently Asked Questions
- Problem solution
- Standard operating procedures
5. Contracts: used to define accurate terms and condition for the support to customers
- No. Of cases
- Times
- Coverage Dates
- A contract uses contract template
6. Services: It is a work performed for a customer (further same as sales )
- Service duration
- Define resource required
- Define site required
- Used by service scheduling engine
Other terms are the same as the sales module.
Service process flow:
Issue logged (Question or feedback)-> Assign an agent -> Ask more info-> resolve issue -> Communicated (to customer)-> reopen case(if any issue)-> proceed to step 2
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