About Incidents (Call Center)

Use the Call Center to record phone calls, log issues, dispatch service engineers, resolve issues, and build a searchable database (knowledge base) of information to assist with future recurring issues. The Call Center works for both service departments that resolve issues by dispatching a service technician or those that resolve most issues over the phone.

The structure of the Call Center includes these areas:

Incidents: An incident is created by the service support representative to record customer contact and unit information for items that your company supports. A support representative uses a reason code to classify the incident. The first line of support at this point can be to use the incident activities attached to the reason codes to resolve the issue.
Events: Events record all transactions that occur during the life of an incident, for example, phone calls, emails, dispatching a service technician or creating a SRO. You can define a set of event activities, similar to a checklist of tasks, that the event owner (the person trying to resolve the problem) can attempt when trying to resolve the incident.
Service Request Orders (SROs): These orders are created to collect all costs related to resolving an incident. SROs are also used to bill customers for items used to resolve incidents.

Adding Incidents

A Service Support Representative (SSR) can receive a request for service as a phone call, fax, or email. The request is entered on the Incidents form. The incident is the starting point for all service calls.

First, you must determine if the customer is calling about an existing incident, or if a new incident must be created. If a new incident is created, record all of the information needed to resolve the issue into the Incidents form:

Customer information: Name, address, phone, fax, email, and any other relevant contact information, in case additional information is needed later.
Unit information: The serial number and item number of the part that needs to be serviced.
Reason codes: Codes that identify the reason for the incident. These codes are broken down into specific codes to help you route the incident to the proper resources.
Incident priority and status codes: Codes that record the severity of the incident and its current status.

Note: Alternatively, you can quickly add an incident using the Incident Quick Create form.

Incident Lines

Incidents can contain incident lines so that multiple units can be assigned to an incident. Add lines on the Incident Lines form or when using the Incident Quick Create form.