Support Board

Summary

To handle customer complaints and issues in a structured and professional way is crucial for any business. To make this process as easy as possible we have created a support board that will give the support team a better overview of all cases than they ever had before. This will help the support team to push the case towards a solution, and keep the case contact informed along the way.

Column Statuses

In the Support Board we use the 5 standard statuses for cases

NOT STARTED

IN PROGRESS

ESCALATED

RE-OPENED

CLOSED

Allowed Moves

In the Support board you are not allowed to drag and drop the card as you like.

  • Not Started

    • > In Progress

    • > Closed

  • In Progress

    • < Not Started

    • > Closed

  • Escalated - To move a card to Escalated you need to open the case in edit mode and then change status to Escalated. This is because a case that is escalated should be given an escalation reason and also set an "escalated to person" that can continue working on the case.
    To move the card away from Escalated you need to open the case in edit mode and then change the status manually.

  • Re-opened - You can not move a card to Re-opened. When a case is closed and the customer replies or opens the case again, the case will be end up here.

    • < In Progress

    • > Closed

  • Closed - You can not move a card away from Closed. To move it you have to open the case and manually change status.

Drop Actions

Status - when you move the support case to another column, the status of the case will change to the same status as the column. Only moves according to above list is allowed.

Assigned - when moving a support case to In Progress the assigned person will change to the person who does the move.

Fields

TITLE - Case nr + Subject
COMPANY - Company that logged the support case
CONTACT - Company contact, responsible for the support case
ASSIGNED TO - Support rep assigned to the support case
PROFILE - Case profile so you see how the support case was created
QUICK NOTE - Gives the assigned user the possibility to write a quick note about the support case
START DATE- Date when the support case was created
CATEGORY - Type of problem
PRIORITY - How is the support case priorities t
TYPE - What kint of support case is it
IMAGE - Picture of Sales Rep

Menu Options


View Case- Opens the card in view mode
Edit Case- Opens the card in edit mode
NEW Email - Opens the standard email form so you can send the customer an email using an email templates
New Task - Opens the calendar task so you can schedule a task with the customer
New Phone Call - Opens a phone call so you can schedule or register a phone call with the customer.
New Event - Opens the calendar event so you can schedule a new meeting with the prospect
Add/EditTime - Takes you to weekly time sheet so you can register time on the support case.
View Activity - Shows you the activities related to the support case.

KPI's

The KPI´s in the lead header shows the following metrics

  • Number of open cases - all ongoing cases

  • Less then one week - Case created the last 7 days that are still open.

  • One to Two Weeks - Case that has been open between 1 and two weeks

  • More than two weeks - Cases that has been open more than 2 weeks.

  • Closed Cases - Cases that has been closed

Pre Requisites

SUPPORT STATUS

For the Support Board to work as is, the following support statuses should look like this in your environment

  • Internal id 1 = Not Started

  • Internal id 2 = In Progress

  • Internal id 3 = Escalated

  • Internal id 4 = Re-Opened

  • Internal id 5 = Closed

To see what statuses you have - Navigate: Setup > Support > Case Statuses

If you can update your statuses so it matches the above internal ids, then you can run this pre-built Support Board out of the box. Otherwise you will have to do some changes in the Board Column settings so the status for each column matches the statuses you use in your environment.

See chapter Configuration > Columns to understand how this change should be done.

SUPPORT

Support should be enabled.
To see setup Navigate: Setup > Company > Enable Features
Tab (CRM) - CUSTOMER SUPPORT AND SERVICE should be checked

SUPPORT REP
For the support board to work the user should be a support rep
Navigate: Open employee record > Human Resources
Mark check box Support Rep