Using Support Desk

CRMdesk consists of two integrated applications: Customer Desk and Support Desk. Customer Desk is the application used by your customers. Your support team members deal with the Support Desk. Possibilities of Support Desk in different application areas and their use are described in the following sections:

• Interface Elements – describes the interface concept of Support Desk and its primary elements;

• Knowledge Base Management – explains how to use CRMdesk Knowledge Base management tool;

• Questions Management – provides a detailed description of the CRMdesk question workflow;

• Customers Management – describes the processes in your CRMdesk customer base management;

• Reporting – provides help on using reports.

Note

To ensure effective usage of available system settings, certain CRMdesk mechanisms are explained in the Customizing chapter of this documentation. Please refer to corresponding links to access this information while reading the present chapter.

Next: Interface Elements