1. Chapter 11: Customer Support

2. Forums Forums Issues Issues Help Desk Help Desk

3. Forums Forums provide front-line support Forums provide front-line support First response to issues First response to issues Bugs get elevated to issues or support cases Bugs get elevated to issues or support cases Suggestions get elevated to ideas Suggestions get elevated to ideas See the material on forums for more details See the material on forums for more details

4. Issues A way to elevate bugs or issues with our product(s) and/or service to the attention of your support staff A way to elevate bugs or issues with our product(s) and/or service to the attention of your support staff Denotes real issues, not complaints or questions Denotes real issues, not complaints or questions Should not be used as a forum or comment board Should not be used as a forum or comment board

5. Help Desk Case Deflection (Search) Case Deflection (Search) – Forums – Issues – Web Content – Blogs, Ideas – Resolved Cases (public fields only) Case Management Case Management Support Request Web Form Support Request Web Form Support Plan Purchase Support Plan Purchase

6. Case Management Contacts can be given permissions to: Contacts can be given permissions to: – Their own cases – Their organizations cases Can Edit Their own cases, resolve cases, cancel cases, Add Notes Can Edit Their own cases, resolve cases, cancel cases, Add Notes What exact permissions they have are determined by access control rules What exact permissions they have are determined by access control rules

7. Case Access Permissions Scoped to an account or to self Scoped to an account or to self Permissions: Permissions: – Read – Write – Create – Delete

8. Case Deflection Cases cannot be created until a simple search is done to encourage use of existing knowledge resources Cases cannot be created until a simple search is done to encourage use of existing knowledge resources Draws data from forums, web pages, blogs, and resolved cases Draws data from forums, web pages, blogs, and resolved cases The user can of course skip reading the search results if they wish The user can of course skip reading the search results if they wish – But this search encourages them to make use of existing knowledge resources before resorting to direct support

9. Exercise: Manage Your Cases In this exercise we will explore the case management capabilities of the Adxstudio Help Desk App This will involve: Logging in to view cases (using filters) Logging in to view cases (using filters) Editing Cases Editing Cases Resolving Cases Resolving Cases

10. Support Request Web Form Enabling the Web Form: Enabling the Web Form: – Site Setting: HelpDesk/CaseEntitlementEnabled Support Request Entity – – “tombstone” entity – – Gathers information that will eventually end up on the case – – Case isn’t created until the web form is complete – – Associates Support Plan, Shopping Cart, Commerce order, etc.

11. Support Request Web Form Three Scenarios: Three Scenarios: – Create Cases freely (based on case access permissions) – Use Support Plan entitlement to Create Cases – Entitlement + E-Payment

12. Adding Entitlement Modifying web forms to add entitlement Modifying web forms to add entitlement Add an entitlement Web Form Step Add an entitlement Web Form Step Uses Support Plan Entity Uses Support Plan Entity

13. Support Plan Entity The Account (or Contact’s) allowance to create new cases The Account (or Contact’s) allowance to create new cases Attributes: Attributes: – Name – Customer (Account) – Customer (Contact) – State Date – End Date – Product – Allotment Type – Allotments Issued – Allotments Used – Allotments Remaining

14. E-Payment New support plans can be purchased if a payment provider is hooked up to the entitlement process New support plans can be purchased if a payment provider is hooked up to the entitlement process Adxstudio supports both Paypal and Authorize.Net OOB, other payment providers can be configured as needed Adxstudio supports both Paypal and Authorize.Net OOB, other payment providers can be configured as needed Demo payment mode allows for previewing of the feature without actually enabling payment Demo payment mode allows for previewing of the feature without actually enabling payment