Creating New Cases (Service Requests) Features and Functions

• Pre-configured case (service request) home page and data records


• Quick access to recently created, modified, or viewed case records


• Pre-configured case list views (case record subsets based on user-definable filter variables)


• Multiple case data record "layouts" can be defined to handle cases and service requests with different processes and data needs


• A workflow engine is available to help implement "best practice" case management activities


• A mass e-mail function that can be used to send out responses to many people encountering the same problem


• Solution records can be associated with (hyperlinked to) case records


• Open and closed (completed) customer service and support activities can be associated with (hyperlinked to) case records


• Comment and note records can be input into case records


• Comments and notes can be kept private or made publicly available via the customer self-service portal


• Documents and files can be associated with (hyperlinked to) case records


• A predesigned customer self-service portal is available that allows customers to find their own solutions using the published knowledge base or request services and support over the web


• New case records can be created by customers directly from a form on the company's web site


• New case records can be created directly from the content of MS-Outlook e-mails sent by customers


• When a new case record is created via customer input (using a web form or a self-service portal), an e-mail can be automatically sent to the customer confirming that a new case record has been created


• A configurable case "status" data field is used to track the status of each case (e.g., new, escalated, on-hold, closed, etc.)


• Any time a case record is created or updated, a history record (of the change) is automatically created and associated with the case


• New case records and their status can be automatically made available to customers via a customer self-service portal


• A variety of predesigned case management reports are available for immediate use


• Predesigned case-related analytics (charts and graphs) are available for display on dashboards and reports