Technology Advisors has assembled the Advanced Support Manager bundle to bring together enhancements to the customer support functionality that is built into Sugar. These enhancements have been assembled based on requests that we have heard from various customers as well as our own Sugar experience.


Features and Benefits

Automatically Search for Known Solutions

The Knowledge Base dashlet automatically searches via the selected categories to lead the support representative to the solution. Users can also do a keyword search directly from the dashlet instead of having to switch to a different Sugar screen.

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Track Time Spent Working on Cases

Users can clock in and out as they work on a Case via the Time Tracker dashlet. Upon clocking out, user is prompted to enter a description of the work completed. Time is totaled per case to make reporting easy.

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Case Satisfaction Surveys

When a case is closed, automatically send an email to the related Contact to alert them to the resolution and ask them to take a survey. The simple survey takes only a few seconds to complete and allows you to gather feedback on customer satisfaction. Survey responses are stored in Sugar to enable reporting.

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Better Categorize your Cases

Three tier categorization with cascading Category, Type, and Issue dropdown lists to replace Sugar’s default Type dropdown field

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DETAILS
Version Compatibility

Automatically Search for Known Solutions

The Knowledge Base dashlet automatically searches via the selected categories to lead the support representative to the solution. Users can also do a keyword search directly from the dashlet instead of having to switch to a different Sugar screen.

Track Time Spent Working on Cases

Users can clock in and out as they work on a Case via the Time Tracker dashlet. Upon clocking out, user is prompted to enter a description of the work completed. Time is totaled per case to make reporting easy.

Case Satisfaction Surveys

When a case is closed, automatically send an email to the related Contact to alert them to the resolution and ask them to take a survey. The simple survey takes only a few seconds to complete and allows you to gather feedback on customer satisfaction. Survey responses are stored in Sugar to enable reporting.

Better Categorize your Cases

Three tier categorization with cascading Category, Type, and Issue dropdown lists to replace Sugar’s default Type dropdown field

Support

Phone Support:
Support Email:
Support Knowledge Base:

Terms & Conditions

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Knowledge Base Search DashletKnowledge Base Search Dashlet
Time Tracker DashletTime Tracker Dashlet
Related Account Contacts DashletRelated Account Contacts Dashlet
Case Survey EmailCase Survey Email
Case SurveyCase Survey
Administrator SettingsAdministrator Settings

Resources

Please where we're going to have PDF and what not

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