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While Microsoft CRM handles all incidents in one entity (Case), QOS-IT has four
new related entities (Jobs) that are required to be performed in the process of
case resolution. The four new job entities are:
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Help-Desk - to handle customer support via the phone
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Remote - when access to the customer’s network is done via the internet using
Remote Desktop Connection (RDP) or similar program
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On-Site - when engineers or technicians are sent to the customer’s premises to
install, repair, maintain or configure hardware.
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In-House - to manage the repair center for computers, notebooks, servers and
similar hardware.
When a new incident is logged as a new Case, we link the Customer, Contract and
one or more of the above jobs as required in the case resolution process.
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