The service management capabilities help service departments provide support for service operations, service contract management, service planning, tracking of customer interaction, customer support and management of sales opportunities.

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Complete Integration

Service contract: 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 specific terms of the contract, such as guaranteed response or resolution times

Customer equipment card: 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.

Customer equipment report: shows all equipment and corresponding serial numbers sold to a customer or range of customers

Service calls: view all service calls entered in the system that were created, resolved, or closed on a specified date or within a range of dates.  You can restrict the report to only see service calls for a specific queue, technician, problem type, priority, item and call status.

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: follow the interaction between a customer and service and record the time necessary to respond to a single service call.

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