Customers Management

Definition

Registered customers are able to work with CRMdesk questions and restricted-access Knowledge Base FAQs. Registered customer’s record is characterized by the following attributes:

• CRMdesk User ID;

• CRMdesk account Password;

• Customer’s name;

• Customer’s email address;

• Preferences for receiving notifications;

• Non-standard attributes defined by custom fields;

• Creation date;

• Knowledge Base access level.

Usage

In CRMdesk customer accounts are used for three basic purposes:

• Authorization for accessing the Knowledge Base FAQs, posting and updating questions: without registration customers are not able to work with questions in the Customer Desk Interface and read restricted FAQs with no public access allowed;

• Customer identification in questions management: each question is firmly associated with a customer and only this customer can read, update, and close it; in addition, the system uses customer records to determine email addresses for email notifications;

• Sending newsletters.

Customer management in CRMdesk includes customer account management (creating, changing, and deleting customer records) as well as sending newsletters.

Next: Creating Customer Accounts