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.