EBSuite CRM Blog

We have added some new enhancements in time tracking. Your agents can now view their timesheets in a weekly view, and submit a weekly report to their manager for approval. Some new reports on timesheet are also added. An online help doc is added to to our leaning center. ( PDF link here )…

We've just posted some new content in our learning center: Online help for Knowledge Articles ( also with PDF download ) Also the new "How Do I" page, which is a collection of some common CRM tasks…

Organizations, Contacts, Opportunities, Assets, Case Tickets... All related and tracked in EBSuite. In this post we explain how you might might build a relationship between two entities not otherwise connected to each other.

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For EBSuite Accounts using the Support Module and wishing to track Service Level Agreements (SLAs) This is a follow up post for our previous blog entry: Revenue Tracking for your Support Team

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With the Support Module you can track Service Level Agreements and bill hours against the SLA from either Cases or directly from the Organization.

The Project Module in EBSuite allows the Project Manager to define a budget for the project.  Similarly for your customers with Support Contracts you can track SLA charges an keep…

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In your EBSuite account you probably already know how to add additional custom fields to track all of the details around an entity (a Contact, an Organization, a Case, etc.).  But any entity will typically have relationships to other entities within the database.

For example, a Case submitted by a contact my have…

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The Custom Report is available in EBSuite for all of the major entities (Contacts, Organizations, Cases, and Opportunities).  The Custom Report allows the user to define the search criteria for the subject of the report, then define how the data should be displayed.

But perhaps, the most productive aspect of the Custom Report is…

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By setting up Escalation Rules in EBSuite, SLA (Service Level Agreement) thresholds can be closely managed.  The Escalation Rule engine can be setup to strictly enforce SLAs by alerting and notifying the next tier responsible party when service thresholds are in danger of being violated. We posted an in-depth explanation of how to setup

Case escalation in the EBSuite Support module allows the support organization to setup rules that govern when and how a case is escalated. Reporting on the escalation history is just a matter of tracking the escalation activity and time.

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Entity Custom fields are fields defined by the EBSuite account holder that permit one record to be “associated” with another record.  So now it is an easy task to find all of the Records in the database where the “associated” person has been linked.

If further reporting is required to find a compound relationship…

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