Vantage Help Desk

We use Help Desk/Case Entry to field technical issues related to products. We publish the resolution and text so that the knowledgebase is updated so that you can search for related issues by a variety of sort methods. The Topic Maintenance is a little backward in my opinion when it comes to building parent topics but overall the application does help tie together nicely issues with RMAs, Orders, Serial Numbers, etc

--- On Tue, 4/28/09, Mike Barnard <mbarnard@...> wrote:

From: Mike Barnard <mbarnard@...>
Subject: [Vantage] Vantage Help Desk
To: vantage@yahoogroups.com
Date: Tuesday, April 28, 2009, 12:39 PM








Does anyone use the Help Desk? For what purposes? Is it used for business purposes, IT purposes, Admin?

My interest is to use for IT/Admin to document Vantage issues and workarounds.

We use CRM for all our customer issues.

Just looking for new innovative ways to look at things.

Thanks for all feedback!

Mike



















[Non-text portions of this message have been removed]
Does anyone use the Help Desk? For what purposes? Is it used for business purposes, IT purposes, Admin?

My interest is to use for IT/Admin to document Vantage issues and workarounds.

We use CRM for all our customer issues.

Just looking for new innovative ways to look at things.

Thanks for all feedback!

Mike
Hi Mike,

> Does anyone use the Help Desk? For what purposes? Is it used for business
> purposes, IT purposes, Admin?
>
> My interest is to use for IT/Admin to document Vantage issues and
> workarounds.
>
> We use CRM for all our customer issues.
>
> Just looking for new innovative ways to look at things.

We use the Help Desk (renamed Case Management in Epicor 9) for every
customer contact that cannot be handled in one phone call. We document the
call with details about the call (calibration, leakage, etc.). The response
might be a quote or a repair order. The thing we like about Case Management
is that it ties everything together. All of the quotes, RMAs, CRM calls,
Sales Orders generated by the call are tied back to the case. We don't take
advantage of the resolution text as much as I'd like but it's an integral
part of our customer management procedures.

Mark W.