Customer Service Important Terminologies

       Cases

          Cases allow companies to resolve issues faced by their customer 

• Create a Case
• Assign a Service Agent
• Resolve the Case
• Reopen if required                       

    Calendar 📅

The Calendar is the place where all the service activities scheduled can be seen.

• Resource wise Service Scheduling
• Show Activities with Statuses
• Synchronized with Outlook

    Queues

Queues are used to organize, priortize, and monitor the progress of the work

• Public or Private Queues
• May be used for different level of Cases
• Queue items are created

    KB Articles

    An article can be used for Knowledge Base for Service Agents.

    

    It includes:

• Product Guides & Data Sheets
• Frequently Asked Questions (FAQs)
• Problem's Solution
• Standard Operating Procedures (SOPs)    

    Entitlements

      With Entitlement, you specify the support term based on number of hours or number of cases.

•  No. of  Cases
• No. of Hours
• An Entitlement may use template
• Replace Contracts

    Services

      A Service is work performed for a Customer

     It includes:

• Service Duration
• Define Resources required
• Define Site required
• Used by Service Scheduling Engine