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Incident or Issue Management |
Aplicor |
Salesforce |
NetSuite |
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| Ability to create new incident or service requests from prior requests or templates? |
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| Ability to identify and retrieve customer information by customer name, contact name or telephone number? |
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| Ability to quickly create customer service incidents or requests from a predefined list of recurring or common activities? |
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| Ability to default response scenarios or answers to recurring customer requests or questions? |
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| Ability to capture date received, received by, receipt method, severity, priority and user-defined fields for incidents? |
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| Ability to quickly assign incidents or service requests to individuals or groups? |
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| Customer calls can be timed for performance benchmarks? |
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| Ability to relate support incidents to other incidents and resolve as a group? |
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| Ability to relate support incidents to products? |
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| Incidents are tracked by due date, days open, percentage complete? |
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| Ability to keep a running log of notes regarding the events and results of each incident? |
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| Complete incident description, resolution and root cause(s) all displayed on a single page? |
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| Incident Resolution Aids |
| Diagnostic tools which suggest questions based on service incident type, product or user-defined category? |
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| Diagnosis questions include pre-defined answer values as well as supporting prompts and additional content for ad-hoc questions posed from the customer during the call? |
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| Knowledgebase search results based on key word(s)? |
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| Historical incident resolutions can be copied into open incidents? |
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| Online FAQs (frequently asked questions and answers) ranked by incident type, product type or user-defined category? |
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| Search results/ suggested incident resolution ranked by relevancy? |
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| Ability to create an activity plan or task list for detailed customer service resolution or follow-through? |
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| Ability to upload documents or other electronic files related to each service incident and fulfillment? |
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| Customer Support Automation |
| Ability to create date sensitive alert notifications for any incident? |
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| Incidents can be automatically assigned based on various criteria? |
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| Ability to automatically notify assigned staff of new incident assignments? |
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| Ability to automatically forward customer e-mail notifications regarding receipt, status or completion? |
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| Incidents can be automatically escalated based on date, elapsed time or failure to meet SLA (service level agreement)? |
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| Customer e-mails may be c.c.'d to the customers designated sales person and sales manager? |
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| Ability to schedule a customer service task or 'to do' reminder for one or more people, to be delivered at the same or different times? |
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| The ability for the system to insert and assign a specific incident resolution plan based on the type of incident or customer? |
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| Incident surveys can be automatically distributed? |
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| Survey responses can be automatically forwarded or escalated based on response values or scores? |
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| Customer service incidents automatically update each account's activity history? |
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| System can auto-fax, auto-email or create printed hardcopy letters from templates by clicking a button? |
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| System can e-mail broadcasts to user-defined groups of accounts? |
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| Vendor provides a workflow toolkit in order to allow the user to create and automate their notifications, approvals or data routing to ensure incidents are resolved quickly and effectively? |
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| In order to reduce learning curves and increase consistent performance, users can create support related policies, procedures and best practices within richly formatted Web pages and position them at specific pages in the CRM system? |
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| Non-technical users can create online knowledge-bases in order to reduce the repeated answering of FAQs by providing the right answers in an on-demand fashion? |
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| Customer Self Service |
| Customer self service portals are available to permit customers online incident entry and incident status review? |
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| Submitted incidents to the self service portal are automatically uploaded to the Customer Support module? |
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| The self service portal permits customers to search FAQs or browse an online knowledge base of designated documentation? |
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| The self service portal includes links to more support information? |
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| Customers can initiate instant messaging from self service portal? |
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| Reporting and Analysis |
| Incident analysis reporting viewed by incident type, category, product and other user-defined segmentation? |
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| 'Root Cause' reporting and analytics to identify problem patterns and proactively resolve root causes below the surface? |
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| Ability to track all incident activity and history in a single location by date, user, activity type, priority, status and more? |
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| Incident analysis reporting (e.g. data warehouse with OLAP (online analytical processing)) for slicing and dicing incident performance and results across multiple measures and dimensions? |
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| Customer support reports offer searching, ‘drill-through’, ‘drill-down’ and one-click export to Excel, PDF, web pages, XML or CSV? |
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| Includes a report writer for modifying customer support reports or creating new reports from scratch? |
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| Customer Support Library |
| Centralized knowledge repository for sharing electronic files and documents (e.g. e.g. customer surveys, customer response documents, etc.)? |
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| User-defined security permissions for centralized collaterals? |
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| Check-in / check-out document management? |
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| Complete historical audit trail of document usage? |
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| System Administration |
| Able to globally secure all incidents by Customer Support Representative (CSR), CSR manager, user or role? |
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| Able to over-ride global security settings and apply incident specific security for any individual incident? |
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| Able to view a historical audit trail which displays all changes made to an incident, including the user who made each change and the date, time and exact fields that were changed? |
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| Vendor provides a simple (non-technical) import wizard for importing help desk tickets or incidents? |
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| The user is able to create or use import templates for recurring imports (for example, importing incidents from multiple sources)? |
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| Vendor provides a Mass Modify tool to make specific or global edits to data (e.g. re-assign incidents from one resource to another resource)? |
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| Duplicate accounts can be automatically merged into one account? |
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| A non-technical user is able to customize tables throughout the system in order to user-define desired columns, column order and column headings - by user or role? |
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| A non-technical user is able to customize Web page forms without any technical syntax or programming knowledge? |
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| A non-technical user is able to modify, add to or remove menu items through the system for individual users or roles (in order to remove features and functions with don't apply to select users or roles)? |
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| A non-technical user is able to link or integrate the CRM application with other Web-based applications? |
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| The system administrator (SA) can define user profiles - such as default CRM home page, maximum file size capacities and password rules? |
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