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Service Management
A collection of articles about case management & related issues
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20 articles in this collection
Written by
Raymond Carrel,
Caroline Livingstone,
and
Michaela Gormanova
Creating Case Work Stack
Work Stack Creation for Cases
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Written by
Caroline Livingstone
Updated over a week ago
Cases
Assigning Watchers to a case
Both internal users and external contacts can opt in to service case updates
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Written by
Raymond Carrel
Updated over a week ago
Logging time against cases
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Written by
Raymond Carrel
Updated over a week ago
Adding a checklist to a case category
How administrators can set up a checklist against a specific type of customer case
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Written by
Raymond Carrel
Updated over a week ago
Adding web and file links as shortcuts
You can add links to external sites or files from cases, quotations, opportunities, customers, leads & sales orders
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Written by
Michaela Gormanova
Updated over a week ago
Setting up automatic responses in Mail Triage
Users with access to Mail Triage can configure a mail agent to send replies to inbound emails
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Written by
Raymond Carrel
Updated over a week ago
How to create a case in the customer record
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Written by
Michaela Gormanova
Updated over a week ago
Creating a customer case
Information on how to create a case against a customer record
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Written by
Michaela Gormanova
Updated over a week ago
Managing customer emails with the Mail Triage add-on
Information on the Mail Triage app
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Written by
Raymond Carrel
Updated over a week ago
Jobs and cases in relation to sales orders
Information on the difference between jobs and standard cases, and how these can be tied to a sales order
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Written by
Raymond Carrel
Updated over a week ago
Maintenance and support plans
Maintenance and support plans
How to configure and use maintenance and support plans
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Written by
Raymond Carrel
Updated over a week ago
Extending a maintenance plan
What to do if you want to extend a maintenance or support plan beyond its expiry
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Written by
Raymond Carrel
Updated over a week ago
Logging time against cases with maintenance plans
Information for users of the maintenance add-on
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Written by
Raymond Carrel
Updated over a week ago
Widgets
Using the Quantity of Cases Summary widget to count cases
This widget can be configured to count case totals for a range of purposes, including a range of KPIs
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Written by
Raymond Carrel
Updated over a week ago
Using widgets to monitor aged cases
The Qty of Cases Summary widget can be configured to highlight the number of aged cases for an individual or team
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Written by
Raymond Carrel
Updated over a week ago
Using the Average Case Ratings widget
This widget is great for getting a picture of overall case ratings
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Written by
Raymond Carrel
Updated over a week ago
Monitoring SLA success rates over time with widgets
The Closed Cases Resolution & Response Time By Period widget can help you track these metrics over time
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Written by
Raymond Carrel
Updated over a week ago
Monitoring SLA success rates with widgets
Use the Closed Cases Resolution & Response Time widget to get a view that meets your requirements.
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Written by
Raymond Carrel
Updated over a week ago
Self-service portal
How your Customers can use the Self-Service Portal
What can customers use the self-service portal for, and how it can benefit you
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Written by
Caroline Livingstone
Updated over a week ago
How to Set a Customer Up with the Self-Service Portal
Setting up a customer with self-service portal access
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Written by
Caroline Livingstone
Updated over a week ago