Solving and Closing Cases Features and Functions
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- Solution records (a knowledge base) can be searched for possible answers to the customer's problem
- Solution records that address a case can be associated with (hyperlinked to) the case record
- An e-mail can be automatically sent to the customer regarding the case and its possible solution (using a predesigned e-mail template)
- The reason for the customer's problem can be input on the case record using a predefined list of "reason" codes or descriptors
- Service level agreement management
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Customer Service and Support Features and Functions
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