The service management capabilities help service departments provide support for service operations, service contract management, service planning, tracking of customer interaction, activities, and customer support.
Service contract: Allows users to create a regular support or warranty contract for items or services sold to a customer.
Customer equipment card: Provides service technicians with detailed information about an item sold to a customer, such as a manufacturer’s serial number, replacement serial number, and all service call history. It also lists service contracts assigned to the item.
Customer equipment report: Shows all equipment and corresponding serial numbers sold to a customer or range of customers.
Service calls: Allows users to view all service calls entered into the system. Users can restrict the report to only see service calls for a specific queue, technician, problem type, priority, item, and call status. Users also can view only overdue calls.
Service calls by queue: Tracks all pending service calls in the queue. Various call statuses can be monitored, and calls can be assigned to individual technicians or maintained in a team queue.
Response time by assignee: Enables users to follow the interaction between a customer and service and to record the time necessary to respond to a single service call. Knowledge Base: The system can accumulate a knowledge base of typical faults and customer service suggestions. These are searchable from the service call logging.