Account and Contact Information
Access detailed information about your customers, view ticket assignments, priority weightings, and notification requests and even link attachments and comments to records for historical reference.

Support Ticket Management
Efficiently create and update support tickets by recording the status, urgency, and nature of the issue, and track time-to-resolution. Store and review comments, attachments, and an activity history. As issues are solved, archive resolutions in the knowledge base for future reference.

Ticket Groups
Group your tickets into groupings that make sense to your organization. A Ticket Group could consist of Overdue, Unassigned, Punched-In, etc.

Defect Tracking
Access and update information about pending issues. Associate a ticket with a defect to track its resolution. View associated tickets, RMAs, and product information. Monitor each activity performed in defect resolution.

Contract Management
A contract can cover a specific set of products, or it can be a blanket contract that covers all products that the account owns. Sage SalesLogix Support enables you to maintain and access support or maintenance contract information. Manage multiple contract types—per incident, time period or dollar amount.

Time Tracking
A punch in/punch out feature present on each ticket makes it easy to record and track time spent by support representatives solving customer issues.

Return Material Authorizations (RMAs)
Ensure returns are processed efficiently and accurately when using Sage SalesLogix Support. For each RMA you may record defects, shipping instructions, serial numbers and comments and specify shipping and replacement product information.

Standard Problems and Resolutions
The standard problems database enables you to record and access solutions to frequently recurring issues quickly and efficiently. Save time by automatically populating a ticket’s resolution after performing a lookup.

Multiple Tickets By Account
Support provides the Duplicate button on the Ticket Detail View to allow you to create multiple tickets for an account with information copied from the original ticket.

Knowledge Management
The Knowledge Base is a repository of information about the products and services that your organization administers. It contains information from tickets, defects, procedures, standard problems and resolutions, and other types of files which may be helpful in resolving other tickets.

SpeedSearch
SpeedSearch is a tool that searches for problems, solutions, procedures, or notes in the Knowledge Base. Support users access the SpeedSearch Client interface to submit queries against the data in the Knowledge Base. You can use the results of a search to help resolve problems and answer questions, and then automatically insert those results into an active ticket or defect. SpeedSearch is an optional feature available for Sage CRM SalesLogix Support.

Escalation Management
Escalation messages notify the chain of command in your organization when a ticket is overdue. The Support database is periodically scanned looking for overdue tickets.

Procedures
Procedures enable you to efficiently document common processes used in solving customer problems by assigning an ID number, title, subject and confidence level for each procedure.

Web Self Service
Using the Sage CRM SalesLogix Web Support Edition you can enable employees to add new tickets or update existing tickets online and empower customers to add, view or update tickets via a self-service portal.

Web KnowledgeBase
The Sage CRM SalesLogix Web KnowledgeBase empower customers to locate support solutions via the Web, anytime day or night. Your customers can access and search the same knowledge base you’re your customer service reps use.

Product Tracking
Maintain an inventory list of the products your company provides. Associate products with accounts, tickets, defects, contracts or RMAs and clearly view information on product codes, names, manufacturers and pricing. Aged Invoice Report

Metrics/Reporting
Sage CRM SalesLogix Support enables you to analyze the effectiveness of support center activities and report on key metrics such as call response times and defect history. Access out-of-the-box Crystal Reports or create custom reports to uncover the data you need. View defect analysis, escalation history, average call response time and more and then apply that knowledge to improve planning, training, scheduling and budgeting.

Integration to Sage CRM SalesLogix Sales
With complete integration to Sage CRM SalesLogix Sales module, your sales reps can access a complete history of their customers’ service and support issues. Reps can easily view the status, urgency, issue, ticket ID and dates for open and closed tickets.

Customize To Meet Your Needs
You can customize Sage CRM SalesLogix to meet your company’s unique requirements. Create or modify tabs, fields, tables, views, scripts, pick lists, reports, and security settings.

*Please see the Sage CRM SalesLogix Web detail page for full details. (Link to our Sage CRM SalesLogix Web page)

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