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Case Management will be different in every organization. With EBSuite you can decide Where and How to track your team’s efforts toward Case Resolution. Within your Organization you may have any number of individuals involved in the Case Resolution Process. For each case you may track the following: * Created By Person Creating the Case… Continue reading... While working a Customer Support issue in the EBSuite Support Module, it may be helpful to jot in a Reminder of a follow-up action or an impending action date. The Case Detail screen and the Case View can be setup to display Case Reminders if a Reminder is added to a Case. If your Support Team decides to formalize the authoring process for Knowledge Articles by Enabling or Enforcing A Review Process, you may also want to allow the Review Team to “Claim a Submitted Article” while the team member completes a thorough review. Recall that the Article Review Process may be For better control of your Knowledge Article publishing you may want to Enable the Article Review Process. The Article Review Process sets up a workflow process where new Knowledge Articles must be submitted for Review to designated Reviewers who will be alerted when new Articles have been submitted. If the Review Process is Enabled… Continue reading... Of course, everyDAY is Help Your Customer Day, so EBSuite wants to help. The EBSuite Support Module (contact Sales if you do not have the Module License) includes a Customer Support Portal within which you can reference tons of Customer Support Documentation. The Portal can include links to Knowledge Articles, Documents, Videos, web Form… Continue reading... If you didn’t have the need to catalog and categorize your data you wouldn’t need an EBSuite database. You already know how to create a field and assign a value that gives you a sure way to search and find the record of interest. But suppose you want to categorize you records into a Major… Continue reading... |
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