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Customer Support Excellence with Sugar

Jeff Tichenor

Technical Support Manager

04/12/2023 1

Coping with cases

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Case management for users

Dashlets

Reports

Saved Searches

Knowledge Base

Sugar Wireless

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Dashlets

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Reports

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Saved Searches

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Support Manager Overview - Dashlets

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Support Manager Overview - Reports

Implementing Your Support Process

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Implementing Your Support Process

Support Workflows and Logic Hooks Customer notifications

New cases submitted

When a case is assigned

Case status changes

Manage internal processes Case assignment routing

Customer responds through portal

Case reassignment to tier 2

Case Surveys

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Case Surveys

Custom Module built in Module Builder

WorkflowsSends an invite to the customer

Notification to us when survey submitted by customer

Customized web to lead form

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Case Survey: (Web-to-Lead form)

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Case Survey: Workflow alert email

Questions?

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