Document number: 11598

 

 

Following are the frequently used components in Customer1 Call Center.

Case

Use the Case component for most aspects of the case process.

Tabs: Notes/Attachments, Related Cases, Related Objects, Interested Parties, Lab Request, History.

Solution

Use the Solution component to maintain your solution set.

Tabs: Notes/Attachments, Libraries, Related Objects, History

Representative

Use Representative to maintain Representative information.

Tabs: Representative, Company, Notes/Attachments, Roles, Relationships, User Profile, History

Company

Use Company to search for company information. Primary page sub-tabs for Name, Address, Phone, Email, Pager.

Tabs: Site, Representative, Roles, Relationships, Metrics, Reference, Account, Notes and Attachments, Purchasing Options, History

Site

Use Site to maintain Site information.

Tabs: Representative, Notes/Attachments, Roles, Relationships, Environment, Support Team, Purchasing Options, History

Reference Request

Use Reference for maintaining reference requests. Related component: Reference Activity, where point totals are maintained.

Tabs: Prospect Reference Request, Notes and Attachments, History.

Installed Product

Use the Product component to maintain installed product data.

Tabs: Installed Product, Environment, History

Provider Group

Use the Provider Group to set criteria and schedules for support.

Tabs: Schedule, Assign Group Criteria, Group Competencies, Pager Schedule, History.

Customer Complaints

Use the same component for creating and updating complaints.

Tabs: Customer Complaint, Notes/Attachments, History.

Agreement

Use the Agreement component to monitor Agreements.

Tabs: Agreement, Scope Details, Default Entitlements, Agreement Line, History

 

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2002, 2004 All rights reserved.
Created: amq 11/01/2002
Revised: amq 02/12/2004