Solving and Closing Cases Features and Functions
|
- Ability to search solution records (a knowledge base) for possible answers to the customer's problem
- Association (hyperlinking) of solution records that address a case with the case record
- Automatic dispatch of an e-mail to the customer regarding the case and its possible solution (using a predesigned e-mail template)
- Ability to input a reason for the customer's problem on the case record using a predefined list of reason codes or descriptors
- SLA management
|
|
Customer Service and Support Features and Functions
|