ServiceDesk Features
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Revision as of 01:24, 3 July 2013 by imported>Aeric (Created page with "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 p...")
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 Phone, but ServiceDesk gives you more. Namely:
- Service Desk - 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