Overview

Customer Support and Field Service consists of these forms:

• Calls - Use this form to capture any calls. You can view such detail as who the call is for, the location of the call, the contract involved, the primary and secondary assets affected, and the ability to allocate the call to a service person or group to do so.

  You can qualify calls based on problem codes. The solution and all communication and action related to the call, is captured. you can also generate a service request from the call if repair work or site visit is required.

• Service Requests - Use this form to create service requests on the fly or generate them based on scheduled maintenance or from service and job quotes. Service requests also use pre-defined problem categories and capture the detail of the service performed. You can also schedule the request to a service person or group and capture the name of the service person, date and time of tasks performed.
• Logs - Use this form to create and maintain logs that are pertinent to your company. You can capture all relevant detail. You can also define the values you require. You can link logs to calls and quotes.
• Schedule Maintenance - Use this form to define scheduled maintenance for a specific organisation and/or location. Use it to generate service requests using the scheduled maintenance defined. Use the criteria to generate maintenance for specific groups or types of scheduled maintenance only.
• Quotes - Use this form to create or generate job and service quotes from calls and/or service requests. Service quotes indicate the cost involved and to ensure customer acceptance before work is performed.

  Use job quotes to enter activity, employee and inventory line items on the quote and to get approval for the work before the job and job estimates are created. Service requests can also be generated from a service and job quote, using the detail entered on the quote.

• Communications - Use this form to keep a history of all contact with organisations or contacts relating to Service & Support.
• Appointments - Use this form to schedule an appointment for either yourself or another CRM users.
• Follow-ups - Use this form to create a task for yourself or another CRM users.