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若水 2011-09-23 17:07
CustomerSupport Automation 客户支持自动化 W n43TSs-  
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ServiceContracts 服务合同 e//q`?ys  
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ServiceContracts module helps to track professional and support serviceagreements. They are done at an item level (only for Services) in theInvoice/Quotes/SO/PO. Following snapshot illustrates the Create ViewAnd Detail View of a Service Contract and the importance of differentfields:-服务合同模组有助于专业跟踪和支持服务协议。在发票/报价/订单/采购单中它以一个项目存在。下图是一个服务合同的创建视图和详细视图及其重要字段的说明 t:h~p-&QB  
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Fields& Computations ~Ue t)y<  
                                                
        [td=1,1,56]            Field %+y92'GqG/  
        [/td]        [td=1,1,127]            Value l$s8O0-'T  
        [/td]        [td=1,1,147]            Description W r%E}mX-  
        [/td]        [td=1,1,269]            Computation            Criteria #el i_Cxe  
        [/td]    
        [td=1,1,56]            End            Date <CJ`A5N  
        [/td]        [td=1,1,127]            Current            Date *&\fBi]  
        [/td]        [td=1,1,147]            Date            which marks the end of the Service Contract. %z_PEqRj  
        [/td]        [td=1,1,269]            When            the status is set to 'Complete' (OR) when Used units            reaches/exceeds Total units _qPd)V6yb  
        [/td]    
        [td=1,1,56]            Planned            Duration计划时间 gUcG #  
        [/td]        [td=1,1,127]            Due            Date – Start Date K`25G_Y3@  
        [/td]        [td=1,1,147]            Period            (in days) for which the Service Contract is planned for. OC[+t6  
        [/td]        [td=1,1,269]            Everytime            the record is saved. 每次保存时ag ^h:%%\2  
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        [td=1,1,56]            Actual            Duration #_, l7q8U  
        [/td]        [td=1,1,127]            End            Date – Start Date Vko1{$}t  
        [/td]        [td=1,1,147]            Actual            period (in days) used by the Service Contract. !i|]OnJY  
        [/td]        [td=1,1,269]            Everytime            the record is saved OR When the Used units is updated. 每次保存或旧记录更新时 0;b% @_E  
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        [td=1,1,56]            Progress QzwA*\G  
        [/td]        [td=1,1,127]            (Used            Units / Total Units) * 100 BJM_kKH  
        [/td]        [td=1,1,147]            Progress            (in %) of the Service Contract. ]yxRaW9f  
        [/td]        [td=1,1,269]            Everytime            the record is saved OR When the Used units is updated. QT;mCD=OD  
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        [td=1,1,56]            Related            To a8#6}`|C?  
        [/td]        [td=1,1,127]            Account            / Contact Name  UqaLTdYG  
        [/td]        [td=1,1,147]            Account            or Contact for which the Service Contract is associated. "g)@jqq:>  
        [/td]        [td=1,1,269]            When            Service Contract is added for a Service from a            Invoice/Quotes/SO/PO, the 'Related To' is filled up with Account            or Contact to which the Invoice/Quotes/SO/PO is associated (First            precedence is given to Account name) YGBVGpE9  
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        [td=1,1,56]            Tracking            Unit pq"3)+3:  
        [/td]        [td=1,1,127]            None            / Hours / Days / Incidents : kVEB<G  
        [/td]        [td=1,1,147]            Unit            based on with the Used units for the Service Contract is computed. R "S,&  
        [/td]        [td=1,1,269]            When            Service Contract is added for a Service from a            Invoice/Quotes/SO/PO, the 'Tracking Unit' is filled up with 'Usage            Unit' of that Service. s V70a 3#  
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        [td=1,1,56]            Used            Units L{K:XiPn  
        [/td]        [td=1,1,127]            Sum            of the units utilized by each of the closed Trouble Ticket            associated with the Service Contract k_rtsN  
        [/td]        [td=1,1,147]            Indicates            the number of units utilized for the Service Contract C3Mr)  
        [/td]        [td=1,1,269]            ·            Ticket(s) are associated to the Service Contract either by 'Select            Trouble Tickets' or by 'Add Trouble Ticket' operations. [ p%@ pV  
·            Ticket(s) are removed/deleted from the Service Contract. K)|#FRPM u  
·            Status of a ticket associated with one or more Service Contract(s)            changes.
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RelatedTo : 2QUZAV\ Y  
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    *When Service Contract is added to a Service from Invoice/Quotes/SO/PO-> Account name if not empty, otherwise Contact Name -> becomesthe 'Related To' field value of the Service Contract. )NeI]p  
    *When a Trouble Ticket is associated with a Service Contract -> If'Related To' field of the Trouble Ticket is empty -> It is filledwith the 'Related To' field of the Service Contract ('Related To' isupdated only once the ticket is associated with Service Contract, notduring Trouble Ticket creation). 2| u'J  
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若水 2011-09-23 17:08
ManagingCustomer Tickets 管理客户提问 E<;C@B  
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Inthe CRM terminology, tickets are any kind of customer servicerequests as they occur after sales. Tickets are listed at the Support> Trouble Tickets menu. The support functions help you to collectand sort customer requests, inquiries, disturbances, problems etc.related to sold goods or services. The support functions keep CRMusers and customers informed on the status reached in respect to theresponse to customers messages. Sales staff and management can get aquick overview of support activities related to customers or productsor both. A trouble ticket can be created from the Quick Create menuor from Support -> Trouble Tickets -> Click on the “+”icon. The create view of a trouble ticket would appear as shownbelow. CRM术语中,tickets是售后客户要求的任何服务。ticket位于Support>Troubletickets菜单下。这项功能帮助你收集和整理与产品或者服务相关的客户要求、查询、遇到的困难和问题等。这项功能让CRM用户和客户能了解客户相关问题的解决状况。销售员和管理者可以获取一个快速的概览,关于客户相关或产品相关或两者兼有的支持活动的一个快速概览。从快速创建菜单或从support->troubletickets->点击"+"图标可以创建一个问题ticket。一个问题ticket的创建视图如下所示。

若水 2011-09-23 17:10
Eachticket can go through different working stages and will be closedsooner or later. The CRM will help you to keep track of the workingprogress and records the changes. Any CRM user can post a comment.The comments will be sorted in chronological order and indicate theCRM user who made the comment. At the end of the live cycle of aticket, you may present the solution. If you have the ticket relatedto a contact or account be aware that every time you are makingchanges to the ticket an automatic email will be send to the relatedentry, informing about the changes. If you do not want such an emailnotification to be sent out you have to set the field (check box)Email Opt out of the related entry to yes. All changes to a ticketare displayed at the ticket history. The information allows you totrack the following:每个ticket可经历不同的工作状态,并且迟早会被关闭。CRM帮助你跟踪工作进度和记录变更状况。任何CRM用户都可以发表评论。这些评论将按时间顺序保存,并显示那个CRM用户发表该评论。在一个ticket的生命周期的期末,你可以提交解决方案。如果你让ticket与联络人或客户相关,以便了解ticket的每次变更,一封自动邮件将被发送给相关人员。如果你不想发送邮件通知,你必须把该项(emailopt out of the related entry)设置为yes。所有变更将显示在ticket履历中。该信息允许你跟踪以下状况: XJTY91~R  
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    *Who changed the ticket information? 谁修改ticket信息? 4M'y9(  
    *What changes have been made? 被修改了什么? 0|n1O)>J  
    *What was the time line of changes?  何时修改的? XfmPq'#Z  
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Toview or to add ticket related activities, documents or services canbe done from the More Information tab.要查看或添加ticket相关活动、文档或服务,可以在moreinformation tab中查看。

若水 2011-09-23 17:11
NavigatingTrouble Tickets 浏览问题ticket seO7/h_a  
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Youcan navigate trouble tickets available in the Tickets List. Tonavigate trouble tickets _)A X/%^%  
你可以在ticket列表中浏览问题ticket。要浏览问题ticket Bg.~#H  
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1.Clickthe Support » Trouble Tickets tab. 点击"support>>troubleticket"选项 $2lrP]`>j.  
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2.Inthe Trouble Tickets Home page, go to the Tickets List section andselect one of the views from Select View drop-down list to displaythe list of tickets according to the priority of the trouble ticket(For example, Low, Medium, High, and others). troubleticket页面,ticket列表部分,从根据优先级显示的列表中选择需要查看的ticket %#5yC|o9Pn  
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3.Inthe Tickets List section, click the Start, Previous, Next, or Endlink to access the respective list of trouble tickets. ticket列表部分,点击“开始,上一个,下一个,或最后”链接访问问题ticket的有关内容。 ddR*&.Y!a  
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SearchingTickets 查找ticket OPi><8x  
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Youcan search trouble tickets with basic details, such as First name,Last name, and Account Name or all the details in advanced search.You can also search trouble tickets alphabetically. ]'  ck!eG  
你可以通过基本信息查找ticket,例如firstname, last name,和客户名称或高级搜索中的所有细节。你也可以按字母顺序查找ticket H@-txO1`::  
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Tosearch trouble tickets 要查找ticket yUUg8xbpxF  
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1.Clickthe Support » Trouble Tickets tab. 点击support>>troubleticket选项 \ytF@"7  
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2.Inthe Trouble Tickets Home page, click the Search toolbar icon. 在问题tickets页面,点击"serchtoolbar"图标 per$%;5E"  
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3.Inthe Trouble Tickets Home page, under the Tickets Search section, doone of the following: BQOit.  
在问题tickets页面,在tickets查找部分,执行以下步骤:  << XWL:  
*Enter the search criteria in Subject, Priority, and/or Status, andclick the Search button. Or K{vn[}  
  输入查找内容,优先级,和/或状态,然后点击查找按钮。或者 fzk^QrB  
*Click the Advanced hyperlink, enter the search criteria, and clickthe Search button. Or ab!Cu8~v  
点击"advanced"链接,输入查找内容,点击查找按钮。或者 G+S MH`h  
    *Select one of the alphabetical search links.   z,f  
      选择其中一个字母查找链接 ^sP-6 ^  
4.Inthe Tickets List page, a list of trouble tickets is displayed as persearch criteria. N!Cy)HnS\w  
tickets列表页面,显示查找结果


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