Support and Service

Lessons

1. 01

   Log an issue

   This lesson shows how to log a customer complaint as an issue: the Issue form, the status filters in the list, the web form a customer can use, and the Support workspace.

   2:45 film · written guide · quick check

2. 02

   Assign, reply and resolve

   This lesson shows how to hand an issue to a team member, reply to the person who raised it, choose its status, and close it.

   2:44 film · written guide · quick check

3. 03

   Service level agreements

   This lesson shows what a service level agreement promises and how it is set up: its targets by priority, its status rules, its working hours and holidays, and the one switch in Support Settings that turns tracking on.

   2:48 film · written guide · quick check

4. 04

   Warranty claims

   This lesson shows what a warranty claim records, how its form is laid out, how it ties to a delivered item, and how it differs from an issue.

   2:37 film · written guide · quick check

5. 05

   Maintenance schedules and visits

   This lesson shows how to plan follow-up visits after an installation with a maintenance schedule, and where a completed visit is recorded on the Maintenance Visit form.

   2:44 film · written guide · quick check

6. 06

   Support reports and the workspace

   This lesson shows how to read the Support workspace, filter the Issue list, group issues in a report, and open the Support reports.

   2:49 film · written guide · quick check

Next course: Make It Yours