November 7, 2013
We use our Dovetail SelfService application for supporting our customers on a daily basis. It gives customers the power to access what they need, when they need it – quickly and easily. Customers have access to: knowledgebase product downloads product documentation license keys And of course, they can interact with our support staff using cases: create new cases update existing cases: add notes, upload files, change severity close cases reopen cases etc. When a case is created via SelfService, customers pick the severity of the issue, such as: Low - I've just got a question Medium - It's minor and not significantly affecting production High - Production is heavily degraded Urgent - Production down We use Rulemanager and business rules to notify our support staff. For Urgent cases, we send SMS messages and make a phone call to the on-call…
Encouraging SelfService use
November 7, 2013
We use our Dovetail SelfService application for supporting our customers on a daily basis. It gives customers the power to access what they need, when they need it – quickly and easily. Customers have access to: knowledgebase product downloads product documentation license keys And of course, they can interact with our support staff using cases: create new cases update existing cases: add notes, upload files, change severity close cases reopen cases etc. When a case is created via SelfService, customers pick the severity of the issue, such as: Low - I've just got a question Medium - It's minor and not significantly affecting production High - Production is heavily degraded Urgent - Production down We use Rulemanager and business rules to notify our support staff. For Urgent cases, we send SMS messages and make a phone call to the on-call…