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SalesLogix Customer Service —
Sage MAS 500 |
Sage CRM SalesLogix Customer Service provides the
advanced issue tracking
and resolution tools
needed to
quickly resolve customer questions, issues, and requests
and deliver a high-quality customer
experience. Each
service ticket created contains detailed information
including a unique ticket ID
number,
contact info, type,
status, urgency, assignment, date required, and service
contract details.
From within a ticket, employees can search for solutions
or
schedule activities
such as phone calls,
meetings,
or to-dos
to follow up on open issues. Service
reps can also easily
communicate with
customers by sending e-mail with
attachments such as white papers, quotes, or product
info. Tickets
are
associated with Accounts and Contacts,
so a record of all service interactions,
past and pending, is
maintained in Sage CRM SalesLogix and can be viewed by
employees from across your organization.
SpeedSearch, the powerful knowledge base search engine in Sage CRM SalesLogix, helps service
professionals quickly locate resolutions to customer issues. Service reps can search prior tickets,
attachments, standard problems |
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and resolutions, procedures, activities, and notes, as well as reference
materials
such
as online manuals, FAQs, and white papers. In fact, an advanced keyword search can
be run against any information in Sage CRM SalesLogix or on a shared company network directory.
With SpeedSearch, service reps can scan search results rapidly and efficiently, due to advanced
filtering, scoring, sorting, and preview capabilities. When the desired resolution is identified, service
reps can populate it into the ticket, communicate it to the customer, and record it in the account
history with only a few clicks. When successful new resolutions are identified, employees can easily
input and submit them to the knowledge base for future reference. |
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| Features: |
| Track ticket ID, contact info, type, status, urgency, assignment, and date needed |
| Schedule phone calls, meetings, or to-dos to follow up on open issues |
| Send e-mail with attachments and record correspondences to activity history |
| Automatically assign tickets to the appropriate resource based on area, skill, and more |
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Submit issue descriptions and resolutions for archival in the knowledge base |
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Create ticket groups, lookups, and reports for segmentation and analysis of issues |
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Track contract details such as service level, price, and time or dollars remaining |
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Validate authorizations for specific services and log issues against a contract |
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Associate tickets with contracts to automatically update remaining balances |
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“Punch-in” and “Punch-out” automatically to track time spent on individual tickets |
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Perform an advanced keyword search of any Sage CRM SalesLogix table or shared network
directory |
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Reference prior tickets, attachments, standard problems and resolutions, activities, and notes /
history |
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Search reference materials such as online manuals, FAQs, or white papers |
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Scan search results efficiently with advanced filtering, scoring, sorting, and preview capabilities |
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Populate resolutions automatically into service tickets with one click |
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Archive approved resolutions in the knowledge base for future reference |
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Overview: |
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Ticket Management |
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Service Contract Management |
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SpeedSearch / Knowledge Base |
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Activities and Communications |
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Reporting |
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Notification and Alerts |
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Web Customer Portal |
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Back-Office Integration |
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Integrated CRM Benefits |
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Configuration and Workflow |
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Windows, Web, and Wireless |
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SalesLogix Customer Service - printable download of this page (PDF 1.2 mb) 
