Documentation:UserManual/The Modules/CRM/CRMCasePrincipe

From Wiki

[edit] Operation of cases

Module: Helpdesk

Menu: Operation / Helpdesk / Available cases

A 'case' is a task to be accomplished within a certain time-frame. There are three types of cases:

• Support request (Help desk)
• Sales opportunities (Sales Case)
• Purchase opportunities (Purchase Case)

The general operation is as follows:

1. The cases are created automatically on the Website or by the employees.
2. The support staff (help desk) or sales staff (Sales Case) have case types in the list of available case types.
3. They handle the issue and contact the customer.
4. Then, they can:
   1. send it to somebody else or another service
   2. Close the case, The problem is solved.

One user can work on several cases at the same time. All his/her open cases are available in the menu ' 'My Cases' '

The history of the cases is available in the partners events.

[edit] The Screen

[edit] Examples

1. A user sends a support request on Internet site (help desk)

In this case, the case is automatically generated when the request is entered on the site. A technician can adapt it by choosing it in the list of the cases available and then by clicking on ' ' Open' '. The field ' ' Responsible User' ' will contain his/her name. He/she handles the problem and then clicks on ' ' Close' ' when the problem is solved, to end the case.

2. A customer requests commercial information (sale opportunity)

The salesperson creates his/her own case and opens it with his/her name. He/she estimates the expected revenue and chances of success. This allows the sales manager to analyze the pipeline of offers and the forthcoming potential contracts.

He/she then contacts the customer and makes the offer. While waiting for the answer of the customer, he/she can handle other cases from other customers. He/she can obtain a list of the open cases, open new cases and close cases at any time

If the salesperson goes on a holiday, he/she can give his/her cases in the case pile to other salespersons. The cases follow up is easy as the complete history of the cases and information of the customers are attached to the case.