Customer Support
Standard Fields in Solutions
Following are the list of defined standard fields available in the Solutions module: Field Name Description Data type Maximum Limit Solution Number Display the case ID after creating a solution Number 16 digit Solution Title* Specify the subject of ...
Create Solutions
In CRM, you can create solutions by: Entering data in the solution details form: You can manually fill in the Solution details gathered from various external sources. Importing solutions from external source: You can gather data through various ...
Ticket Escalation Rules
It may so happen that sometimes, a case is not attended by the person to whom it is assigned. The ticket Escalation feature allows you to configure a rule by which the case can be escalated to other members in the operational hierarchy. You can use ...
Tickets Assignment Rules
Assignment rules help you automatically assign the records to users in CRM. The assignment rule is applicable only for the leads, contacts,tickets and records in custom modules that are imported or the ones that are captured through web forms. Based ...
Approve Tickets
The import feature and Web forms have an option to enable manual approval of records. When this option is enabled, records imported or gathered through web forms are not added directly to the modules. They need to be approved first for other users to ...
Associate Tickets
You can create a 360-degree view of the Case to display all the associated details, such as potentials, cases, open activities, history of the completed activities, attachments, and notes. In the Campaign Details page, you can associate the following ...
Create Tickets
In CRM, you can create tickets by: Entering data in the case details form: You can manually fill in the Case details gathered from various external sources. Importing tickets from external source: You can gather data through various sources and ...
Customer Support
CRM provides the Customer Support & Service management (Help Desk) features, such as Cases (Trouble tickets), Solutions (Knowledge base), Case Routing & Escalation through Workflow rules, and easy to deploy Web-to-Case forms for capturing ...