Sage SalesLogix Support

Sage SalesLogix Support is a module within the Sage SalesLogix customer relationship management (CRM) application.

• Give your people the advanced issue tracking and resolution tools they need to resolve issues quickly and effectively
• Deliver beyond your customers’ expectations and exceed your support department’s performance goals
• Access relevant customer data – including products purchased, ticket and defect history, and maintenance contract status
• Maximise the effectiveness of each interaction with your customers
• Allow your customers around the world to get the support they need, how and when they need it, through self-service Web options

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Benefits

• With all the tools at your peoples’ fingertips, you can deliver top-quality customer support
• Build long-lasting, profitable customer relationships
• One view of the customer: colleagues in sales and marketing can see where there are support issues – and opportunities
• Provide quantitative feedback to products and service development teams

Features

Account and contact management

• Access detailed information about the customers your department supports
• View ticket assignments, priority weightings, and notification requests
• Link attachments and comments to records for historical reference

Ticket management

• Automatically assign tickets to the appropriate resource, based on area of expertise
• Record the status, urgency and nature of the issues, and track time-to-resolution
• Store and review comments, attachments, and an activity history
• Solve issues then archive resolutions in the knowledge base for future reference

Support contract management

• Track contract details including ID number, type, service level, amount, and end date
• Manage multiple contract types—per incident, time period, or cost amount
• “Punch-in” and “Punch Out” to track time spent on individual support issues

SpeedSearch/Knowledge Base

• Perform an advanced keyword search of any Sage SalesLogix table or shared network directory
• Reference prior tickets, attachments, standard problems and resolutions, activities, and notes /history
• Search reference materials such as online manuals, FAQs, or white papers
• Scan search results efficiently with advanced filtering, scoring, sorting, and preview capabilities

Defect tracking

• Track defect details including ID number, type, severity, priority, status, and description
• View associated tickets, Return Material Authorisations (RMA)s, attachments, and product information

Return Material Authorisations (RMA)

• Ensure product returns are processed efficiently and accurately
• Record defects, shipping instructions, serial numbers, attachments, and comments

Standard problems and resolutions

• Access solutions to frequently recurring issues quickly and efficiently
• Automatically populate resolutions into tickets after performing a lookup

Procedures

• Document common processes used in solving customer problems
• Assign a title and subject, create date, and confidence level for each procedure

Product tracking

• Associate products with accounts, tickets, defects, contracts, or RMAs
• View information on product codes, names, vendors, and pricing

Sales and support integration

• Arm sales reps with a history of their customers’ support issues and details
• View the status, urgency, issue, ticket ID, and dates for open and closed tickets