Sage CRM SalesLogix v7 Customer Service & Support Functionality

1. Sage CRM SalesLogix v7 Customer Service & Support Functionality Kannan Srinivasan – Pre Sales Manager - India

2. Current release includes • SalesLogix v7 Integrated Service & Support Functionality • Support features now delivered through single SalesLogix Client • Available only in Windows Client currently • Web Client remains only Customer Service

3. Support Functionality Applicability • The Support module of SalesLogix fits to the prospect requirement if he is in the business of products and not services • Returns are applicable if they are tangible products • Features of Support are accessible from the standard SalesLogix NavBar on the Windows Client

4. Sage CRM SalesLogix v7 Support & Service Functionality • Ticket Management • Asset Management • Service Contract Management • Returns • Standard Problem • Standard Resolutions • Defect Management • Speedsearch/Knowledgebase • New Speedsearch Indexes

5. Ticket Management • Tickets record customer inquiries or complaints • They can contain virtually all information necessary to report, investigate, and close an inquiry or problem • Assign Tickets to the appropriate resource based on area of expertise • Record the status, urgency and nature of issue and track time to resolution

6. Create new service tickets from Account, Contact and other locations Track ticket ID, contact info, type, status, urgency, assignment and date needed Schedule phone calls, meetings or to-dos to follow up on open issues Send e-mail with attachments and record correspondences to activity history Ticket Management continued

7. Create a New Ticket

8. Time Spent on a Ticket • Punch In and Punch Out Buttons helps in capturing time spent on ticket

9. Create Ticket Groups, Lookups for Segmentation and Analysis

10. Automatically Assign Tickets Based on Area of Expertise

11. What are Assets ? • Assets are the physical products customers own which may be serialized • Products are what you are selling, Assets are what you have sold. • Fundamentals for Tickets, so returns can be issued and maintained

12. Assets Continued • Sold Product becomes an Asset when Opportunity is closed/won or Sales Order is closed • Can select which Products become Assets • Assets can be serialized at order or later • Associate assets with accounts, tickets, defects, contracts, or returns • Specify and view which Assets are included in a service contract • Several new attributes • SKU, Serial Number, Description • Opportunity, Evaluation, Sales Order, Returned • Location, Asset Code, Environment, System, Version • Formerly Account Products (schema remains Account Products)

13. Sold Products can be Selectively Converted to Assets

14. Access detailed information on customers’ products supported by the department Associate assets with accounts, tickets, defects, contracts, or returns View information on product codes, names, vendors and pricing Track detailed asset information such as serial #, quantity, and sales order # Customer Asset Details

15. Service Contract Management

16. Service Contract Management – Insert New Contract Contract Expiration Date Grace Period post Expiration date

17. Returns • Returns are agreements to accept returned products from a customer for service, replacement, refund, or credit • Associate defective products to the relevant return record • Associate shipping details to the relevant return record • Associate attachments/documents to the return record • Associate an asset to be returned • Capture reasons for the return

18. Customer PO Returns Continued

19. Standard Problems and Standard Resolutions • A standard problem is an issue in your product that generates communication from multiple customers • A standard problem can be associated with one standard resolution, or multiple resolutions • Standard Resolution is a proven way to resolve a Standard Problem. • In addition a standard resolution can be associated with multiple problems • Information stored in problems and resolutions can be searched from Speedsearch

20. Standard Problems and Standard Resolutions continued

21. Defect Management • A defect is a record describing a problem in a product or process. • Defects involve people from the product management group • Defects can be associated to multiple products • Defect Tasks allow you to associate activities associated with the Defect

22. Defect Management

23. Defect Management Contd

24. Speedsearch/Knowledgebase • Locate required information, resources and resolutions quickly and efficiently • Perform an advanced keyword search of any Sage CRM SalesLogix table or shared network directory • Reference prior tickets, attachments, standard problems and resolutions, activities and notes/history • Search reference materials such as online manuals, FAQs or white papers • Scan search results efficiently with advanced filtering, scoring, sorting and preview capabilities • Populate resolutions automatically into service tickets with one click • Track all details throughout the lifecycle of a return

25. Speedsearch Continued –Search Results

26. Speedsearch – New Speedsearch Indexes Activity and History Indexes can now be searched based security of a user defined in the SalesLogix Administrator

27. Questions ?