Posted by Apurva at 8:48 AM
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Service Request
When
the customer contacts to ask for certain service, the agents needs to quickly
access the customer record in order to address the needs of the customer. After
reviewing the installed base for the customer, the agent then creates the
Service Request for that customer. Once the service request is created an
automatic notification is sent to the customer via email or SMS stating the
service request number.
Task Assignment
When
the service request is created, based on the service request type, tasks are
automatically created using the task templates. These tasks are assigned to the
service technician using the assignment engine based on their availability,
skill group or can be manually assigned.
Knowledge Base
Knowledge
base provides the repository of the solutions for the know problem. Before
working on the tasks assigned to the technician, he can check the knowledge
base to see if there is a solution available to the problem assigned to him. This
saves a lot of time spent in reworking the similar problems.
Charges
The
service requests asked by the customers can be chargeable or non chargeable. If
the request is chargeable it is very important that all the charges are applied
accurately and the invoice been sent to the customer. One can predefine the
charges for the labor, transport, materials etc based on different
parameters. This helps the technician to
accurately create the charges sheet and give to the customer.
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