Help Desk SharePoint Apps by Adapt in mumbai india. It also provides you with a centralized repository for entitlement information. Service Level Agreement (SLA) can be defined under. Contract for each customer basis at which escalations will take place.

1. Help Desk
• Service Tickets • Customer Self Service Portal • Projects
C
v
ase Management and Help Desk System
ü
by Adapt is designed to address and
Service Ticket
Management
manage your customer support issues
in the most effective and efficient way. It
helps by improving the Resolution Time
which transcends to greater customer
ü
Contract
satisfaction and retention. Adapt’s Help
Management
Desk for SharePoint is provisioned to
capture service ticket, route them to
appropriate agent for resolution, track
all the communication with the
customer, sending alerts to the
ü
Customer
concerned stakeholders and
Self Service
tracking turnaround time for each
resolution. The system allows you
to manage projects and tasks
in addition to the Help Desk
feature. Customers can submit
ü
new tickets and track their ticket
Service
Contracts
status by themselves with the
help of customer self-service
portal.
Service Ticket Management
You can easily track each ticket with its respective Status. Users can also create a
ticket to convert a phone conversation, email or any other interaction with client
into a ticket manually. Each Service Ticket will encompass detailed information,
such as, Unique Ticket Reference Number, Contact Information, Status and
Assignment. Tickets can be automatically routed to the specific agents based on
the Product, Issue Type, Skills, or any other desired criteria which you define. This
System also allows to log and track service tickets for serialized items or products.
Service Contracts Management
Service Contract Module helps you to define the Service Agreement which is
signed with your customer. This allows you to manage and track service contracts
for each account easily. It also provides you with a centralized repository for
entitlement information. Service Level Agreement (SLA) can be defined under
Contract for each customer basis at which escalations will take place.
Account & Contact Management
Help Desk Solution provides a simple user interface to capture and manage
all your key accounts and contacts at one place. It enables you to view all the
information related to your accounts, including Contacts, Service Contract,
Serialized Items, and Service Request History.
Features
• Service Tickets
• Status of Open Tickets
• Customer Self Service
Portal
• Service Contracts
• Tickets can be logged
for a serialized item or
products
• Knowledge Base
• Escalations
• Email Tracking
• Project Management
• Service Reporting and
Analytics
• Alerts and Notifications
• Reports
World of SharePoint
www.adapt-india.com

2. Help Desk & Case Management
Customer Portal
You will be able to increase the level of engagement
with your customers with Customer Support Portal.
Customers can submit their queries and track the
status of their tickets through the web portal. All this is
possible through a self-service customer portal.
Project Management Module
Help Desk for SharePoint is also packaged with
the Project Management Module. This helps you
to create a Project and assign its related tasks
to respective team members. You will be able to
track the progress of each task and overall project
efficiently. System generates alerts and necessary
notifications.
System Requirements
Server: Microsoft SharePoint 2013, SharePoint 2010,
SharePoint Online (Office 365), SharePoint Foundation
Server 2013, SharePoint Foundation Server 2010
Client: All web browsers with latest editions.
Adapt Software India Pvt. Ltd.
Plot # 544-E, Sector 37, Pace City - II, Gurgaon - 122001, Haryana, India
www.adapt-india.com
Contact: +91 124 4418600,+91 9811068698
Email: sales@adapt-india.com, support@adapt-india.com
Our Core Competence
• SharePoint Development
• SharePoint Resources
• SharePoint Migration
• SharePoint Support
World of SharePoint
© 2013 Adapt Software India Pvt. Ltd. All rights reserved.
SharePoint Apps by Adapt