Call Center (Incidents)

• About Incidents (Call Center)
• Setting up the System for Incidents
• Using the Knowledge Base
• Warranty Claims
• Using the Call Center to Add and Track Incidents
• About Incident Escalation
• Setting Up Incident Escalation
• Adding an Initial Request for Service (Incident)
• Quick Incident Create: Gathering Information and Generating an Incident
• Quick Data Creation
• Tracking and Updating Incidents with the Incident Queue Console
• Using the Service Reason/Resolution Search Utility
• Adding Events to an Incident
• Using an Incident to Create a Service Order
• Using an Incident to Create an Order
• Using an Incident Event to Create an Order
• Completing an Incident and Reviewing Status History
• About Service Callbacks
• Incident Creation from an Incoming Email
• Incident Creation from Exchange Logic