1. Home
  2. CRM
  3. Customer Service and Support

By: Ricardo David Flores

Posted:

Customer Service and Support Functions & Features

Main modules covered Escalating Unresolved Cases;Solving and Closing Cases;Assigning Cases;Creating and Maintaining a Solutions Knowledge Base;Customer Self-Service Portal;Creating New Cases (Service Requests);.. Customer Service and Support Functions & Features are an important module of the comprehensive CRM RFP Template.

The CRM RFP template with Customer Service and Support Functions & Features for CRM is a Microsoft Excel spreadsheet (.xlsx) featuring a total of 1363 decision criteria. The CRM RFP template allows you to quickly and easily prepare the business, functional, and technical requirements sections of the solicitation package you'll send to CRM software vendors. It ensures for:

  • complete response from each CRM software vendor
  • deep and accurate evaluation of submitted CRM proposals
  • impartial side-by-side comparison of CRM solutions evaluated
  • rational and documented selection of the best matching CRM system

The CRM software comparison report can save you up to 90% of the time you would have otherwise spent comparing all the CRM solutions from scratch.

The Customer Service and Support Functions & Features comprise the following elements:

  • Assigning Cases

    Modules include When new case records are created, they can be automatically assigned to the appropriate person using predefined assignment rules;When cases are assigned to someone, this person can be automatically notified of the case via e-mail;Case records can be automatically assigned to a work queue (using predefined assignment rules) that multiple people can access them from;When working from a work queue or a list of cases a user can simultaneously take "ownership" of multiple case records (i.e., assigning him or herself to the cases);When working from a work queue or a list of cases a user can simultaneously assign the "ownership" of multiple case records to another person (or queue);When working from a work queue or a list of cases a user can simultaneously change the status of and escalate multiple case records;. Assigning Cases, Customer Service and Support Functions & Features
  • Creating and Maintaining a Solutions Knowledge Base

    Functionality below covers New solution records can be automatically classified as such (i.e., new, draft, or unreviewed) until they are formally reviewed and approved by authorized personnel;A workflow engine is available to help implement "best practice" solution knowledge base maintenance;While closing a case, a new solution record can be created and associated to the case ("on-the-fly");Solution records can be selected for automatic publication to the customer self-service portal;Solution records can be "rated" by users and the highest rated solutions can be easily viewed and accessed;Solution records can be associated with (hyperlinked to) other related solution records;. Creating and Maintaining a Solutions Knowledge Base, Customer Service and Support Functions & Features
  • Escalating Unresolved Cases

    Modules include Case escalation rules can be defined that will control the automatic escalation of a case if it is not resolved within a certain period of time;Case escalation rules can be defined that will control the automatic escalation of a case when specified conditions are met, including values input into custom data fields;Escalation rules specify to whom the case will be reassigned to;Escalation rules specify all of the people who will be automatically notified via e-mail about the escalated case;. Escalating Unresolved Cases, Customer Service and Support Functions & Features
  • Solving and Closing Cases

    This covers 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;. Solving and Closing Cases, Customer Service and Support Functions & Features
  • Customer Self-Service Portal

    Features and functions below include Online registration and authentication using logins and passwords;Product detail records that are associated with (hyperlinked to) an opportunity that is "won," can be automatically associated with the account record (as assets or purchased product records);Online access to the company's published solution knowledge base to find solutions to their problems;Online access to open case or service request status;Online input of new cases or service requests;Online input of new orders;. Customer Self-Service Portal, Customer Service and Support Functions & Features
  • Creating New Cases (Service Requests)

    Feature and functions covered Pre-configured case (service request) home page and data records;Quick access to recently created, modified, or viewed case records;Pre-configured case list views (case record subsets based on user-definable filter variables);Multiple case data record "layouts" can be defined to handle cases and service requests with different processes and data needs;A workflow engine is available to help implement "best practice" case management activities;A mass e-mail function that can be used to send out responses to many people encountering the same problem;. Creating New Cases (Service Requests), Customer Service and Support Functions & Features

TEC Advisor can save you up to 90% of the time you would have otherwise spent figuring out on your own which CRM solution is the best for your needs.

Compare Now!
Functions and Features