Key features and functionality
- 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.
- 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 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 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. Maintains 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
- 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