Service Management
The Service Management capabilities help service departments provide support for service operations, service contract management, service planning, tracking of customer interaction activities, customer support, and management of sales opportunities.

Service Call
This feature enables users to manage, track, and resolve customer questions and deal with item-related problems. Users also can view and maintain call history related to a particular incident. Various call statuses can be monitored, and calls can be assigned to individual technicians or maintained in a team queue.

Customer Equipment Card
This feature provides service technicians with detailed information about an item sold to a customer, such as a manufacturer’s serial number, replacement serial number, service contracts, and all service call history.

Service Contract
This feature allows users to 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 terms of the contract, such as guaranteed response or resolution times.

Knowledge Base Solution
This feature includes key solutions for resolving various problems and situations. It helps streamline service and speed up service representatives’ performance.

Service Calls by Queue
Tracks all pending service calls in the queue.

Customer Equipment Report
Shows all equipment and corresponding serial numbers sold to a customer or a range of customers.

Service Monitor
Monitors open calls and past-due calls through a dynamic graphical report. Sound warnings are triggered when a call reaches an open call or overdue call limit.

Service reporting options include:

• Service calls – Allows users to view all service calls entered in the system that were created, resolved, or closed on a specified date or within a range of dates. 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.
• 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.
• Average closure time – Analyzes the average amount of time taken to close an incident or a range of incidents.
• Service contracts – Lists service contracts for a customer or range of customers by contract type and status.
• Customer equipment report – Shows all equipment and corresponding serial numbers sold to a customer or a range of customers.
• Service monitor – Monitors open calls and past-due calls through a dynamic graphical report. Sound warnings are triggered when a call reaches an open call or overdue call limit.
• My service calls – Allows service technicians to manage and monitor their calls with various statuses.
• My open service calls – Displays open calls by technician.
• My overdue service calls – Shows overdue calls by technician.

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