Difference between revisions of "ServiceDesk Features"
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These features are unique to the ServiceDesk application. Most of them are centered around the ability to interact with your customers in the most efficient and friendly manner possible. | These features are unique to the ServiceDesk application. Most of them are centered around the ability to interact with your customers in the most efficient and friendly manner possible. | ||
:* '''Social Channels''' - All dynamic case management applications let you interact with customers using Email and | :* '''Social Channels''' - All dynamic case management applications let you interact with customers using Email and [[Web Forms]], but ServiceDesk gives you more. Namely: | ||
::* [[Facebook]] - Interact with customers using a Facebook page | ::* [[Facebook Channel]] - Interact with customers using a Facebook page | ||
::* [[Twitter]] - Interact with customers using Twitter feeds | ::* [[Twitter Channel]] - Interact with customers using Twitter feeds | ||
:* [[ | :* [[ServiceDesk]] - ServiceDesk lets your customers file cases and track them. It also provides: | ||
::* [[Knowledge Base]] - A way to publish articles your customers can use | ::* [[Knowledge Base]] - A way to publish articles your customers can use | ||
::* [[Community]] - A way for users to help themselves, that lets an agent quickly create a case from a community post | ::* [[Community]] - A way for users to help themselves, that lets an agent quickly create a case from a community post | ||
Revision as of 01:25, 3 July 2013
These features are unique to the ServiceDesk application. Most of them are centered around the ability to interact with your customers in the most efficient and friendly manner possible.
- Social Channels - All dynamic case management applications let you interact with customers using Email and Web Forms, but ServiceDesk gives you more. Namely:
- Facebook Channel - Interact with customers using a Facebook page
- Twitter Channel - Interact with customers using Twitter feeds
- ServiceDesk - ServiceDesk lets your customers file cases and track them. It also provides:
- Knowledge Base - A way to publish articles your customers can use
- Community - A way for users to help themselves, that lets an agent quickly create a case from a community post
- Pre-configured Email Templates - When a case comes in on a given channel, the email template to use for responses is pre-defined. Any text an agent types is plugged into the template, and the resulting message is sent to the customer.
- Quick Text - The ability to define a block of text and plug it into a message with a mouse click