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Software Evaluation Features and Functions

Before you can begin comparing enterprise software solutions, it's important to understand the features and functions that you need to run your business.Below, you'll find links to comprehensive models of features and functions for several types of enterprise software, accounting, asset management, business intelligence (BI), content management systems (CMS), enterprise resource planning (ERP), human capital management (HCM), product lifecycle management (PLM), product portfolio management (PPM), relationship management, and supply chain management (SCM). These feature/function models can help you better understand vendor offerings as you compare software solutions, including

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Customer Self-Service Portal Features and Functions



  • Online registration and authentication using logins and passwords

  • Product detail records that are associated with (hyperlinked to) an opportunity that is "won," can be automatically associated with the account record (as assets or purchased product records)

  • Online access to the company's published solution knowledge base to find solutions to their problems

  • Online access to open case or service request status

  • Online input of new cases or service requests

  • Online input of new orders

  • Online access to order status

  • Online access to archive of past invoices

  • Direct prospects to a local dealer or partner with a partner locator application

  • Online customer satisfaction surveys

  • Click'n Talk—online chat with service representative

  • Voice over IP

  • Web collaboration API

Customer Service and Support Features and Functions
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