Managing work whether it be a cases, forum posts, integrations, or managing articles are all in one view. The integrated view makes it easy to view other agent work loads, forum posts within your communities, incoming cases within queues, and articles being authored.
Creating new views with specific properties is easy and all views you see are exportable with the click of a button.
Work is automatically managed based on the defined SLAs so that you never miss your customer expectations.
Define your SLAs by any metric, create as many as you need and handle multi-regional SLAs with ease. Agreements are either 24x7 or by business hours which are multiregional which take timezones and owner, team, and queue business hours into account.
The stop watch on SLAs can also be stopped dynamically based on calendar events such as holidays or activity types which you define such as an escalation event.
There is no limit to defining SLAs, you can make sure you can create SLAs that meet almost any need.
Sending the right case to the right person when a case is in trouble has never been more configurable.
Define escalations by a case property, asset, company, contact, agent, or team properties. When you define an escalation, its easy to see escalated cases, and view exactly what happened within the event trail.
Have the freedom to format your customer responses with an industry leading full text editor.
Recieve and view inline images from incoming e-mails or send emails with inline images just like Outlook.
Search for related articles or cases from within a case or article with the click of a button.
Articles are closely linked to cases with the same data and fields making finding relevant articles for your agents fast and accurate.
Associate articles to cases by linking them while searching, or sending articles to customers.
By relating articles, the relevancy of those articles in searches increase and are easily reported on to see exactly how much
Creating accurate content can sometimes be tricky. Supportbench allows agents to carry different authoring rights allowing some authors to create articles and others to review and publish to the community.
Managing content is also a breeze buy having articles go through reviews periodically and expiring articles when articles are no longer needed.
Trace back what happened on cases, articles, companies, contacts, and assets.
All events are logged and categorized. Look back at an agents history, or the system history of events and see exactly whats happening giving you total system visibility.