Apple Customer Support Phone Number 1-800-281-3707 | Mac Customer Support
Customer Support
Transcript of Customer Support
©2010 SugarCRM Inc. All rights reserved.
Customer Support Excellence with Sugar
Jeff Tichenor
Technical Support Manager
04/12/2023 1
Coping with cases
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04/12/2023©2010 SugarCRM Inc. All rights reserved. 3
Case management for users
Dashlets
Reports
Saved Searches
Knowledge Base
Sugar Wireless
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Dashlets
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Reports
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Saved Searches
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Support Manager Overview - Dashlets
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Support Manager Overview - Reports
Implementing Your Support Process
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04/12/2023©2010 SugarCRM Inc. All rights reserved. 10
Implementing Your Support Process
Support Workflows and Logic Hooks Customer notifications
New cases submitted
When a case is assigned
Case status changes
Manage internal processes Case assignment routing
Customer responds through portal
Case reassignment to tier 2
Case Surveys
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04/12/2023©2010 SugarCRM Inc. All rights reserved. 12
Case Surveys
Custom Module built in Module Builder
WorkflowsSends an invite to the customer
Notification to us when survey submitted by customer
Customized web to lead form
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Case Survey: (Web-to-Lead form)
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Case Survey: Workflow alert email
Questions?
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