The Service module is used
to manage the interaction between service representatives and
customers. It enables you to enter and maintain information on
service contracts, items and serial numbers, and customer complaints
and enquiries, as well as to perform numerous related functions.
Each time the customer reports of a problem, you log it in by
opening a service call.
Service Contracts: Create a
regular support or warranty contract for items or services sold to a
customer. The contract maintains the start and end dates as well as
specific contract terms that could include guaranteed response or
resolution times.
Customer Equipment Cards: Maintain
detailed information about an item sold to a customer, such as a
manufacturer’s serial number, replacement serial number, and service
call history. Cards also list service contracts assigned to the
specific item.
Customer Equipment Report:View all
equipment and corresponding serial numbers sold to a customer or
range of customers.
Service Calls:Review information about
all service calls that were created, resolved, or closed on a
specified date or within a range of dates. You can restrict the
report to see service calls for a specific queue, technician,
problem type, priority, item, or call status. You can choose whether
to include a view of overdue calls.
Service Calls in the Queue:Track and
maintain service calls by reviewing the call history related to a
particular event. You can monitor the status of a call and assign it
to individual technicians or maintain them in a team queue.
Response Time by Assignee:Follow the
communication between a customer and the service department and
track the time needed to properly respond to a single service call.
Customer Equipment Card can contain all the serial number items for which service can be
physically provided.
