eSupportDB 2000 Dialogue
While working on the problem the Support Staff member is using Dialogue. If the optional retrieval module is in use he can display the possible answers to this question. If one is appropriate
it's a simple "Cut & paste" solution and notification of the resolution is made to the customer. If not, he can use dialogue to do a more intensive search for other possible solutions. At all
times, the system is keeping track of problems being worked on and who is working on them.If a Staff member needs more information from the customer he can use Dialogue to send an e-mail to the customer.
If he needs more information from another source he can indicate that on the form and change the problem's status appropriately. If the question is beyond the Staff members capability he can route the
question back to the Administrator for reassignment. When the Question is answered, notification of the answer and the URL address of the "Answer Document Form" is e-mailed to the customer. When the
customer displays the "Answer Document" he can accept the answer, or if he needs further clarification he can enter that information into the "Answer Document Form" and reopen the Question. That means if the
customer doesn't understand the answer he doesn't have to start back at "Square One"!. If the answer is satisfactory the customer uses the form to close the incident and optionally rate the level of service
they received . |
