Update and Respond to SRs

Keeping customers updated on their SRs’ progress is key to quality customer service. To ensure that each SR is answered in a timely manner, you can reassign and share SRs with other agents. The SR Communication History shows the history of interactions and communications, so agents can quickly get up-to-date on the SR and respond to customers.

• SR Summary Views
  The My Open SRs summary view in the Services Home page displays a list of SRs assigned to you.
• Reassign SRs
  You can reassign SRs to users in various ways.
• Update SRs
  You can document the progress made on SRs by updating the SR.
• Add Activities, Notes, Bookmarks or Files
  You can create Activities in CRM to record sales activities. Use Notes to jot down points of discussion during customer meetings. Add Bookmarks or attach Files such as contracts or data sheets.
• Related Parties
  Contacts from the Account/Lead other than the SR Primary Contact, can be tagged to the SR from the Related Parties tab of the SR detail page.