Customer Support

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Customer Support

  1. 1. Customer Support Excellence with Sugar<br />©2010 SugarCRM Inc. All rights reserved.<br />Jeff Tichenor<br />Technical Support Manager<br />4/15/2010<br />1<br />
  2. 2. Coping with cases<br />4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />2<br />
  3. 3. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />3<br />Case management for users<br />Dashlets<br />Reports<br />Saved Searches<br />Knowledge Base<br />Sugar Wireless<br />
  4. 4. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />4<br />Dashlets<br />
  5. 5. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />5<br />Reports<br />
  6. 6. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />6<br />Saved Searches<br />
  7. 7. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />7<br />Support Manager Overview - Dashlets<br />
  8. 8. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />8<br />Support Manager Overview - Reports<br />
  9. 9. Implementing Your Support Process<br />4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />9<br />
  10. 10. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />10<br />Implementing Your Support Process<br />Support Workflows and Logic Hooks <br />Customer notifications<br />New cases submitted<br />When a case is assigned<br />Case status changes<br />Manage internal processes <br />Case assignment routing <br />Customer responds through portal<br />Case reassignment to tier 2 <br />
  11. 11. Case Surveys<br />4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />11<br />
  12. 12. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />12<br />Case Surveys<br />Custom Module built in Module Builder<br />Workflows<br />Sends an invite to the customer <br />Notification to us when survey submitted by customer<br />Customized web to lead form<br />
  13. 13. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />13<br />
  14. 14. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />14<br />
  15. 15. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />15<br />Case Survey: (Web-to-Lead form)<br />
  16. 16. 4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />16<br />Case Survey: Workflow alert email<br />
  17. 17. Questions?<br />4/15/2010<br />©2010 SugarCRM Inc. All rights reserved.<br />17<br />

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