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Customer Support

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  • If you want some customization in SugarCRM or addons
    http://www.enjayworld.com/blog/store#!/SugarCRM-Addons/c/9156247/offset=0&sort=normal
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  • 1. Customer Support Excellence with Sugar
    ©2010 SugarCRM Inc. All rights reserved.
    Jeff Tichenor
    Technical Support Manager
    4/15/2010
    1
  • 2. Coping with cases
    4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    2
  • 3. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    3
    Case management for users
    Dashlets
    Reports
    Saved Searches
    Knowledge Base
    Sugar Wireless
  • 4. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    4
    Dashlets
  • 5. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    5
    Reports
  • 6. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    6
    Saved Searches
  • 7. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    7
    Support Manager Overview - Dashlets
  • 8. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    8
    Support Manager Overview - Reports
  • 9. Implementing Your Support Process
    4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    9
  • 10. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    10
    Implementing Your Support Process
    Support Workflows and Logic Hooks
    Customer notifications
    New cases submitted
    When a case is assigned
    Case status changes
    Manage internal processes
    Case assignment routing
    Customer responds through portal
    Case reassignment to tier 2
  • 11. Case Surveys
    4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    11
  • 12. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    12
    Case Surveys
    Custom Module built in Module Builder
    Workflows
    Sends an invite to the customer
    Notification to us when survey submitted by customer
    Customized web to lead form
  • 13. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    13
  • 14. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    14
  • 15. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    15
    Case Survey: (Web-to-Lead form)
  • 16. 4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    16
    Case Survey: Workflow alert email
  • 17. Questions?
    4/15/2010
    ©2010 SugarCRM Inc. All rights reserved.
    17