The Customer Support module include the following functionalities:
- Customer/Contact Management:
Customer/Contact Detail Info, Phone, E-Mail, Addresses tracking,
Relationships between customers and contacts,
Interaction History for a given customer/contact,
Cases/Service Requests for a given customer/contact,
Notes and Attachments for a given customer/contact,
Support Team and Access Control for a given customer/contact
- Case Management
Case Detail Info, Problem and Resolution,
Assign and reassign Cases,
Attach Solutions/Knowledges to a Case,
Interaction History for a given Case,
Notes and Attachments for a given Case
- Knowledge Management
Create & Maintain Knowledges and Solutions
Make selected knowledges viewable/searchable to external customers
Reference other knowledges, attach files accessable to external customers
Notes and Attachments for a given Knowledge
- External Site / Customer Self-Service Portal
Give your customers a place to register, log service requests, browse/search knowledges,
Support Forums,
Generate leads via customer self-service,
Our (ebsuite.com) support pages are powered by our Support module!
- Calendar / Tasks
Schedule internal meetings, appointments and customer interactions,
Check availablities for colleagues,
Email notifications for event invite,
Create tasks, re-assign tasks to others,
Notes and Attachments
And as in every module, there is setup pages for User management, Product management, Custom Field management, and various other business entities.
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