Incident Area

The incident screen is where users record any information they receive from a customer about a support incident. The incident screen allows users to:

• Create a detailed record of every support incident that can later be accessed in the Knowledge Base.
• Classify customer service issues for automated incident and problem reporting.
• Automate resolution steps to minimize training for new support professionals.
• Instantly view an incident's life cycle.
• Assign activities to other CRM users.
• Assign priority to urgent incidents.
• Calculate the costs associated with resolving an incident.
• Link documents to support incidents.
• Track resolution times to gauge the efficiency of the support team.
• Track the productivity of individual support professionals.