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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